NetSuite Support

NetSuite Managed Services: Consulting and Support

Excelym offers three types of NetSuite Support Models – one geared towards ”Immediately after Go-Live” (Hypercare), another geared towards when ”Processes & Systems have Stabilized” (Steady State), and last is geared towards once “Processes and Systems are Mature” (Pay-as-you-Go). A different support package best addresses the needs of customers who’ve been on NetSuite fairly recently versus those who are already experienced.

Option 1: Hypercare Support Package​

    • Immediately after NetSuite Go Live
    • For business processes and system stabilization post Go Live
    • Support needs are significant and will gradually decline over time
    • Duration options of 3 months, 6 months, 9 months, 12 months, 15 months & more
    • Multiple options for minimum hours per month usage
    • Tiered discount structure
    • Carryover for unused hours for select packages

Option 2:  Steady State Support Package

    • Stable NetSuite ecosystem and business processes
    • For adhoc business needs
    • Support needs are lightweight
    • Cost competitive rates for 50 hours consumable within 6 months OR 100 hours for 12 months

Option 3:  Pay-as-you-Go Support Package

    • For on-demand and ad hoc business needs
    • Best fit for discrete tasks
    • Get your support as soon as or whenever you need it
    • For lightweight to intensive support needs
    • No contract, only pay for what you use
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
Rate $
40% less than Option 2 & 3
30% less than Option 3
value flexible
Contract Duration
3 months minimum, tiered
6 months or 12 months
No contract
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.

Duration in months 3 6 9 12 15 & more
Discount
0
2.50%
5%
7.50%
10%
MINIMUM HOURS per month 20 40 60 80 100 & more
Discount
0
2.50%
5%
7.50%
10%
Total Discount 0 max 5% max 10% max 15% max 20%

*Discounts are calculated based on the combination of both “Duration” and “Minimum Hours”. 

CARRYOVER 0% 10% 15% 20% 25%

*Allowable Carryover is based on the contract “Duration” and is applicable only to subscriptions that are at least 40 hours a month.

Our NetSuite Support Offering includes metrics reports indicating issue management performance and observed trends. 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.

Consultative Support

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

    • 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

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

Other Details

    • Excelym will aggregate and manage all Inbound Support Requests: Email, Web Portal/ Help Center and Chat (Phone 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.
    • 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).
    • Initial response and/ or resolution within 72 hours (faster SLA on response time available for contracts that are at least 15 months at at least 100 hours per month).
    • NetSuite Support Subscriptions are paid in advance for the entire duration. Only excess hours are billed monthly, at non-discounted rates.
    • A bundle installation script, a specialized server SuiteScript is executed automatically in target accounts when a bundle is installed, updated, or uninstalled.
    • For complex support requests, a CRC (Client Requirements Confirmation document) will be generated for client review and approval prior to actual work implementation.
 

Possible Exclusions:

    • Issues requiring technical programming work involving integration code troubleshooting to actual coding will 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.

Payments:

    • All support subscriptions are pre-paid, except for Option 3, for the duration of the package.
    • Excess hours will be billed monthly at non-discounted rates and paid according to contract terms.