Managed Support

Ongoing Excellence, Not Just Break-Fix

Continuous admin and enhancement support with SLA response, release planning, and optimization backlog execution. Your NetSuite partner for the long haul.

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SLA-Based Guaranteed response
Proactive Release planning
Dedicated Monthly retainers

Support Services Included

Comprehensive support covering admin tasks, SuiteScript maintenance, user assistance, and continuous improvement. Everything you need to keep NetSuite running optimally.

System Administration

User management, role configuration, saved searches, reports, and dashboards. Keep your NetSuite environment optimized and secure.

Day-to-Day Operations
SuiteScript Maintenance

Update custom scripts for NetSuite releases, fix bugs, optimize performance, and add new features as your business evolves.

Custom Code Support
Release Planning

Test NetSuite updates in sandbox, assess impact on custom scripts and integrations, and plan controlled rollouts to production.

Update Management
User Support

Help desk for end users. Answer questions, troubleshoot issues, provide training, and ensure your team gets the most from NetSuite.

Team Enablement
Integration Maintenance

Monitor and maintain API integrations. Handle endpoint changes, authentication updates, and sync errors. Keep data flowing reliably.

Connectivity Assurance
Optimization Backlog

Continuous improvement of your NetSuite environment. Process optimization, automation opportunities, and best practice recommendations.

Ongoing Enhancement

Support Tiers

Flexible retainer options to match your needs and budget. From basic admin coverage to full-service partnership.

Essential Support 24-48 hour response SLA. Basic admin tasks, user management, and break-fix support. Ideal for stable environments with minimal customizations.
Standard Support 8-24 hour response SLA. Includes SuiteScript maintenance, release planning, and integration monitoring. For environments with customizations.
Premium Support 4-8 hour response SLA. Dedicated hours, proactive monitoring, optimization backlog execution, and strategic guidance. For mission-critical systems.
Enterprise Support 2-4 hour response SLA. 24/7 coverage, dedicated engineer, quarterly business reviews, and roadmap planning. For complex multi-entity deployments.
Why Our Support
Partners, Not Just Vendors

We don't just fix tickets — we understand your business. Our support team knows your NetSuite configuration, your custom scripts, and your integration landscape. We proactively identify issues before they become problems and continuously suggest improvements.

NetSuite-certified support engineers
Knowledge of your custom configuration
Proactive release planning and testing
Continuous improvement recommendations

How We Work

A structured approach to support that ensures accountability, transparency, and continuous value delivery.

Onboarding & Knowledge Transfer

We document your NetSuite environment, custom scripts, and integrations. Our team understands your setup before support begins.

Context Setup
Ticket Management

Submit requests via email, portal, or Slack. We track every ticket, provide status updates, and ensure SLA compliance.

Request Tracking
Monthly Reviews

Regular calls to review open tickets, discuss upcoming releases, and plan optimization work. You always know what's happening.

Transparency
Continuous Improvement

We don't just maintain — we improve. Monthly backlog execution to optimize processes, add automation, and implement best practices.

Value Delivery

Frequently Asked Questions

Answers to common questions about NetSuite managed support.

What's the difference between project work and support retainer?
Project work is for finite, scoped initiatives like implementations, major customizations, or new module rollouts. Support retainers are for ongoing, day-to-day needs: admin tasks, break-fix, maintenance, and continuous improvement. Retainers provide predictable monthly costs and guaranteed response times, while projects are billed based on scope and milestones.
How do SLA response times work?
SLA defines our maximum response time to acknowledge your request. For example, a 24-hour SLA means we'll respond within 24 hours of your ticket submission. Resolution time depends on complexity, but we provide status updates throughout. Critical issues (system down, data loss) get priority handling regardless of tier.
Can you support NetSuite implementations done by other vendors?
Yes. We regularly take over support from other vendors. We start with a discovery phase to document your environment, identify any issues, and understand your configuration. Then we create a support plan and begin retainer engagement. Many clients find our support more responsive and cost-effective than their original vendor.
What happens during NetSuite release updates?
NetSuite releases updates twice per year. We test these updates in your sandbox environment before production rollout, assess impact on custom scripts and integrations, and plan any necessary updates. We provide release notes highlighting changes that affect your environment and execute controlled rollouts to minimize disruption.
Can I change support tiers or cancel the retainer?
Yes. Support retainers are month-to-month with no long-term lock-in. You can upgrade or downgrade tiers based on your needs. We require 30 days notice for cancellation. We believe in earning your business every month through excellent service, not contracts.
Ready for Reliable NetSuite Support?

Tell us about your current NetSuite environment and support needs. We'll recommend the right tier and get you started.

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