NetSuite Support


Our NetSuite Support and Managed Services offering is designed to empower your business with the tools and expertise needed to navigate the complex landscape of NetSuite. Whether you’re seeking user guidance, focused consulting, or assistance with data management, we have you covered. The support extends to include KPIs, dashboards, reporting, analytics, saved searches, and form customization. Furthermore, we stay ahead of the curve with new version release preparations and NetSuite Native Scripting.

Excelym Offers Three Types of NetSuite Support Services

Excelym support option is tailored to meet your unique level of support needs.
    • Option #1: Hyper Care – Perfect for newly implemented NetSuite systems
    • Option #2: Steady-State – Preferred by more stable NetSuite systems
    • Option #3: Pay-As-You-Go – Best suited for those that want flexibility and control over their support needs
hypercare

Hyper Care NetSuite Support

This is a managed services model. On a fixed- monthly billing basis.

Overview Essentially, think of this as your "NetSuite Administrator-as-a-Service" option. A fully competent one on all facets as this Project Manager / POC is backed by a sizable Team of NetSuite functional and technical consultants and developers.
Support Model
This support option is actively managed and delivered by an ONSHORE dedicated Project Manager or POC. The Project Manager is supported by our experienced OFFSHORE NetSuite Support Team which brings added value at extremely cost-effective rates.
Engagement
Recurring pre-scheduled meetings
SLA Response Time
Initial response time and/ or resolution is within 24 hours, excluding weekends and holidays.
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Steady State NetSuite Support

This is a ticket-based approach to supporting your NetSuite. On prepaid hours.

Overview This is fit for ad hoc support needs when the NetSuite ecosystem and business processes are already stable.
Support Model
This support option is purely "Ticket-based”, worked on by our OFFSHORE NetSuite Support Team.

Clients can choose between two convenient prepaid support packages: 50 hours with a validity period of 6 months, or 100 hours with a validity period of 12 months. An option to "top up" immediately is available once the prepaid support hours are fully utilized.
Engagement
Initial response time and/ or resolution is within 48 hours, excluding weekends and holidays.
SLA Response Time
Initial response time and/ or resolution is within 24 hours, excluding weekends and holidays.
dollar

Pay-As-You-Go NetSuite Support

This is a ticket-based approach to supporting your NetSuite. No required minimum hours to subscribe.

Overview This is great for those with on-demand and/or ad hoc support needs which are lightweight to intensive. This allows you to get support only when you need it because there is no required minimum hours in order to subscribe to this option; only pay for what you use.
Support Model
This is purely "Ticket-based”, worked on by our OFFSHORE NetSuite Team. Ad hoc support needs, or as needed, no required minimums. Clients can use the service on an as-needed basis, providing ultimate flexibility for their needs.
Engagement
Our team is available to support on an Ad-hoc basis through Zoom Meetings, as needed.
SLA Response Time
Initial response time and/ or resolution is within 72 hours, excluding weekends and holidays.

All Support Options Have Access to These NetSuite Support Service Features

Hypercare”  vs  “Steady State” vs “Pay-as-you-Go

Compare our packages and see which pricing model suits your support needs.
Option: 1
Hypercare

"Predictable monthly spend for your required level of support"
Option 2:
Steady State

"For low support needs, lowest total spend for a 6 month period"
Option 3:
Pay-as-you-Go

"Highest spend based on hourly rates for ad-hoc support needs"  
As to Rate $
40% less than
Option 2 and 3
30% less than Option 3
value flexible
As to Contract Duration
6 months minimum, tiered
6 months or 12 months
No contract
As to Minimum Billable Hours
Starting at 20 hrs/month, tiered
50 hours or 100 hours
No minimums
The table below describes our Pricing Model with tiered discounting for option 1. This is a prepaid one like NetSuite Professional Services and most Channel Partners,  with increasing amounts of discounts the longer the contract duration and the larger the monthly minimum hours subscribed.

Option #1 “Hyper-Care” – Tiered Discounting

Duration in months 6 12 15 & more
Discount
2.50%
5%
7.50%
Minimum hours per month
20
80
100 & more
Discount
2.50%
5%
7.50%
Total discount
max 5%
max 10%
max 15%

*Discounts are calculated on the combination of both "Duration" and "Minimum Hours".

Carryover
10%
15%
20%
Our NetSuite Support Offering includes metrics reports indicating issue management performance and observed trends. Our leadership will reach out directly to clients quarterly for performance reviews, improvements, and continued excellence in our operations.

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

Our NetSuite Support-Related Services

Consultative Support

Leverage Professional NetSuite Managed Services in offloading or getting assistance with these business processes:
    • General NetSuite Administration.
    • Sales Order & Inventory Management (Creation, Scheduling, Tracking, etc.).
    • Billing/ Invoicing Management
    • Debt Collection
    • Collections Management
    • Purchasing
    • Payments Management
    • Any Periodic Business Activities/ Tasks (e.g., quarterly adjustment of inventory during stock counts, etc.).
From a NetSuite system-centric support, experienced NetSuite resources are available to solve issues or related questions on the following:
    • User Guidance, Training
    • Focused Consulting
    • Complex Data Import/ Export
    • Data Cleanup, Conversion and Migration
    • KPIs and Dashboards
    • New Employee Onboarding
    • Reports (both basic & advanced)
    • Analytics Builder
    • Saved Searches
    • Forms Customization
    • Overall Business Process and NetSuite System Optimization
    • New Version Release Preparation
    • NetSuite Native Scripting

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 (Beyond Native NetSuite Scripting)

Experienced NetSuite developers are available for advanced SuiteScripting/ customization work.

    • 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

Operational Details: How NetSuite Support Requests are processed

Management of support requests

      • Excelym will aggregate and manage all Inbound Support Requests like Email, Web Portal/ Help Center and Chat. The Phone Call option available only for contracts of at least 15 months at at least 100 hours per month.
      • Support Request acknowledgment will be immediate, and email alerts can be set-up for status updates. The Excelym Support Web Portal/ Help Center will also be a central source of status and other support information.
      • Initial response and/ or resolution within 24 hours for Option #1; 48 hours for Option #2; and 72 hours for Option #3 (with a faster SLA on response time available for contracts that are at least 15 months at at least 100 hours per month).

Coverage for support requests with scripting works

      • All NetSuite Support contracts have access to scripting jobs/ customization work. Larger customization efforts will be fixed bid as separate projects delivered by a project delivery team (vs. the Support Team).
      • A bundle installation script, a specialized server SuiteScript is executed automatically in target accounts when a bundle is installed, updated, or uninstalled.

A Client Requirement Confirmation (CRC) is required for advanced or more complex support requests

      • For complex support requests, a CRC (Client Requirements Confirmation document) will be generated for client review and approval prior to actual work implementation.

What is Out of NetSuite Support Scope

    • Issues requiring technical programming work involving integration code troubleshooting to actual coding may need to be handled as a separate project delivery with a fixed price quote/project estimate>outside of the support packages.
    • Large NetSuite Customization and/or Integration to other systems or applications such as Payment processors and 3rd Party Systems such as SalesForce or Logistics Providers (3PL) may need to be handled as a separate project delivery with a fixed price quote/project estimate outside of the support packages.
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Excelym is an Official ORACLE NetSuite Alliance Partner

Talk to a NetSuite Professional

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