Our support services help customers with day-to-day guidance on using NetSuite. We can assist in the case when urgent issues arise, as well as with general support inquiries or product enhancement requests. Our support programs includes:
- Guidance on using and setting up your NetSuite application – This support is aimed at assisting you with day to day usability questions and includes basic NetSuite setup (including Saved Searches), transaction processing and basic accounting setup. Please note this support does not include training or hands-on assistance in configuring or customizing your NetSuite account. Assistance in this regard is provided by our Professional Services team.
- Assistance with tracking cases reported to NetSuite – If what you are reporting is outside of our control and needs to be referred to NetSuite we will ask you to log the issue directly with NetSuite and then track its progress for you and keep you updated.
- Requesting enhancements – We will help you submit and track enhancement requests submitted to NetSuite. If appropriate we will also attempt to solicit other NetSuite Users on your behalf to support the enhancement and give it more prominence with NetSuite’s product development team. We will also try to provide you with an interim workaround which may involve alternative steps to achieving essentially the same result. Alternatively we may suggest the involvement of our Professional Services team to provide a customisation.