NetSuite Support Offering

NetSuite SupportNetSuite Support Our NetSuite Support Offering includes metrics reports indicating issue performance. Our leadership will reach out directly to customers quarterly for performance reviews, improvements, and continued excellence in our operations.

We have trained NetSuite support specialists capable of supporting all Product Areas.

We offer PAY AS YOU GO on demand support services (starting at $54 an hour)

Excelym also has a predictable cost structure and retainer service. See package offering below. With packaged solutions we can allocate a more dedicated team and also cover some scripting and data needs.

For advanced NetSuite customization and/or integration to third party systems such as Payment Processors, 3rd Party Systems such as SaleForce, or Logistics Providers (3PL), we offer a project delivery team. These efforts are typically fixed bid.


monthly plan


40 Support Hours per month

Access to Advanced Scripting at $54 per hour

Non Critical Support – Pre Scheduled

Response or resolution within 72 hours

Inbound: Email, Help Center


monthly plan


80 Support Hours per month

12 hours applicable to Advanced Scripting

Non Critical Support – Pre Scheduled

Response or resolution within 72 hours

Inbound: Email, Help Center


monthly plan


160 Support Hours per month

40 hours applicable to Advanced Scripting

Dedicated during client business hours

Response or resolution within 24 hours

Email, Help Center, Chat, Phone

Consultative Support

Trained NetSuite  personnel are available to solve NetSuite related questions or issues.

• Aggregate and Manage All Inbound Support Requests:  Phone, Email, Web Portal/ Help Center and Chat

• Workflows

• User Guidance, Training

• Complex Data Import/ Export

• Data Cleanup and Merging (In NetSuite only)

• KPI’s

• Dashboards

• Reports

• Analytics Builder

• Saved Searches

• Forms Customization

• New Version Release Preparation

Note: If the Support Ticket requires technical programming work involving integration code troubleshooting to actual coding, Excelym will provide a fixed-price Quote/ Project Estimate for such SOW/ job

Advanced Scripting

Trained NetSuite developers are available for advanced SuiteScripting/ customization work. These Advanced Scripting pay as you go service is only available with a packaged support subscription.

• User-event scripts – Triggered when users work with records and data changes in NetSuite

• Suitelets – Create dynamic user interfaces using server-side logic

• Scheduled scripts – SuiteScript logic to run as part of a schedule

• Client scripts – Can be used to easily validate user-entered data within the user’s browse

• Portlet scripts – custom dashboard content and even enable external data-feeds on NetSuite dashboards via RSS, HTML and more

• A bundle installation script, a specialized server SuiteScript is executed automatically in target accounts when a bundle is installed, updated, or uninstalled.

• Workflow action scripts

Support Request acknowledgement will be immediate, and email alerts can be set-up for status updates. The Web Portal/ Help Center will also be a central source of status and other support information.