NetSuite Support

NetSuite Managed Services: Consulting and Support

Excelym offers two types of Support Models – one geared towards”Immediately after Go-Live”, while the other is geared towards when”Processes & Systems have Stabilized”. A different support package better addresses the needs of customers who’ve been on NetSuite or those who are experienced in NetSuite for quite some time already.

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

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.

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%

max 15%

max 20%

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

DURATION in months Discount
3
0
6
2.50%
9
5%
12
7.50%
15 % more
10%
MINIMUM HOURS per month Discount
20
0
40
2.50%
60
5%
80
7.50%
100 % more
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 for the duration of the package.
    • Excess hours will be billed monthly at non-discounted rates and paid according to contract terms.