Excelym offers 3 types of NetSuite Support/ Managed Services.
Excelym offers three types of NetSuite Support or Managed Services, each tailored to meet your level of support needs.
Option 1: NetSuite Managed Services
Ideal for business processes and system stabilization Post Go-Live where support needs are significant and will gradually decline over time. Useful for clients who just went live with NetSuite, OR those already on NetSuite but are seeking to outsource their NetSuite Administration via Managed Services.
Option 2: NetSuite Support Services
(Prepaid)
For ad hoc support needs when the NetSuite ecosystem and business processes are already stable.
Option 3: NetSuite Support Services
(Pay-As-You-Go)
For on-demand and ad hoc business needs which are lightweight to intensive. This allows you to get support only when you need it because there is no contract; only pay for what you use.
Learn more about Excelym Support & Managed Services.
“Hypercare” vs “Steady State” vs “Pay-as-you-Go“
|
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 |
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% |
||
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
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
- 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 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).
- NetSuite Support Subscriptions are paid in advance for the entire duration.
- 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 estimateoutside 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 and paid according to contract terms.
Talk to a NetSuite Professional
For pricing and additional information, please contact us via the form below and we will respond to you immediately.
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