The Cost Elements of Adopting NetSuite and the NetSuite TCO Advisory/ Consultation Cost (Optional) NetSuite
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. Excelym NetSuite Support extends to include KPI’s, dashboards, reporting, analytics, saved searches, and form customization. Furthermore, we stay ahead of the curve with new version release preparations and NetSuite Native Scripting.
Your overall business process and NetSuite system optimization is our top priority. Trust in Excelym to deliver the most cost-efficient top-notch NetSuite support tailored to your business needs.
Excelym offers three (3) types of NetSuite Support Services
Excelym offers three NetSuite Support and Managed Services options, each tailored to meet your level of support needs.
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- NetSuite Support Option #1 – Perfect for newly implemented NetSuite systems
- NetSuite Support Option #2 – Preferred by more stable NetSuite systems
- NetSuite Support Option #3 – Best suited for those that want flexibility and control over their NetSuite support needs
NetSuite Support Option #1
This is a managed services model. On a fixed- monthly billing basis.
- This 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.
- With recurring pre-scheduled meetings
- SLA Response Time: Initial response time and/ or resolution is within 24 hours, excluding weekends and holidays.
- 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.
Note: This option is Ideal for business processes and system stabilization Post Go-Live where NetSuite 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.
NetSuite Support Option #2
This is a ticket-based approach to supporting your NetSuite. On prepaid hours.
- NetSuite Support Services: This is purely “Ticket-based”, worked on by our OFFSHORE NetSuite Support Team.
- 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 48 hours, excluding weekends and holidays.
- Clients can choose between two convenient prepaid NetSuite 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 NetSuite support hours are fully utilized.
Note: For ad hoc NetSuite support needs when the NetSuite ecosystem and business processes are already stable.
NetSuite Support Option #3
This is a ticket-based approach to supporting your NetSuite. No required minimum hours to subscribe.
- Support Services: This is purely “Ticket-based”, worked on by our OFFSHORE NetSuite Team.
- 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.
- Ad Hoc, as needed, no required minimums: Clients can use the service on an as-needed basis, providing ultimate flexibility for their needs.
Note: For on-demand and ad hoc NetSuite 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.
Learn more about Excelym NetSuite Support and Managed Services.
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.
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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% |
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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.).
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- 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).
- 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.
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.
- 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.
Excelym is an Official ORACLE NetSuite Alliance Partner
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