Salesforce Maintenance and Support for LCMS

Background

The Massachusetts State Ethics Commission is an independent department that administers and enforces conflict of interest and financial disclosure laws. The Commission is seeking quotes from qualified vendors to provide ongoing support and maintenance services for its existing Legal Case Management System (LCMS) Salesforce platform, which was implemented in March 2025. The goal of this contract is to ensure the effective functioning of the Salesforce environment and enhance its capabilities through expert support.

Work Details

The selected vendor will provide ongoing maintenance and support for the LCMS Salesforce platform, including: - General Support, Tiers 2 and 3 only. - Existing LCMS Salesforce platform support and maintenance. - Front-end support. - Troubleshooting and issue resolution. - Configuration updates and minor enhancements. - User administration and operational support. - Performance optimization. - Documentation and knowledge transfer as needed. - Break/Fix support with defined SLAs. - System updates planning, testing, and deployment support. - Backlog and release management support. - General Salesforce consultancy and advisory services. - Continuity of service support and team training. Tier 2 Support includes managing user permissions, monitoring system updates, dropdown maintenance, field/object maintenance, new workflows, org health diagnostics, fixing application defects, coordinating fixes with Litify and Salesforce. Tier 3 Support includes planning major updates, designing new objects, application changes/refactoring, writing new Lightning components or APEX code, executing data loads/fixes/modifications, managing version control for deployments.

Period of Performance

The estimated term of the contract will consist of an initial 12-month term starting from June 30th, 2026, with potential renewals or extensions upon written agreement by the Entity and the awarded Bidder.

Place of Performance

The services will be performed at the Massachusetts State Ethics Commission located at One Ashburton Place, Sixth Floor, Boston, MA 02108.

Bidder Requirements

Bidders must demonstrate experience supporting Salesforce production environments with certified resources. They should have experience with Salesforce Lightning technologies and be able to provide responsive support services tailored to small public agencies. Bidders must also comply with Enterprise Information Security Standards and Accessibility standards as outlined by the Commonwealth.