Advanced Customer Support

Your business is not static. Software continues to change. Your initiatives continue to change. Your knowledge of the solution continues to change. You need your solution to scale alongside your business—and you need a proactive managed service to make that happen. Advanced Customer Support (ACS) allows you to react to all of these changes and maximise the value of your NetSuite solution on a continuous basis. NetSuite has created a single offering to meet all your implementation guidance, sustainment, optimisation, and adoption needs, across all products and all markets.

ACS offers four levels of support: Advise, Monitor, Optimise and Architect. As your solution complexity and resource requirements increase, the appropriate level of support also increases. No matter the solution complexity, NetSuite experts are here to scale alongside your business.

ACS Advise

Advise is the entry-level ACS offering and is available for those just getting started on NetSuite. Advise has access to a shared pool of NetSuite specialists to provide reactive product guidance and system troubleshooting.

ACS Monitor

For established organisations seeking simple technical and functional support, Monitor includes more hands-on execution. A designated functional consultant will assist with project activities to ensure key milestones are met in a timely fashion.

ACS Optimise

Optimise provides expert solution management to provide a deeper and more proactive engagement. You will partner with a designated Customer Success Manager (CSM) to ensure strategic milestones are accomplished and work with a functional consultant to optimise your solution.

ACS Architect

For enterprise businesses with complex international or subsidiary configurations, Architect delivers a best-in-class solution designed for optimal scalability and performance. Architect also provides comprehensive support with a senior CSM and a named team of expert technical, functional and support resources.

Advanced Customer Support

Advise

Monitor

Optimise

Architect

Business Solution Advisement

Technical Development

Release Management

Performance Monitoring

Remediation Support

Annual Reviews

Technical Support Team

Solution Architecture

Specialised Expertise Whenever You Need It

Development Services

Customisations. Design and build new custom solutions and provide ongoing maintenance.
Turnkey Integrations. Seamlessly connect third-party solutions with the NetSuite platform.
Environment Management. Provide guidance on managing your NetSuite production, sandbox, development and release preview environments.
Solution Health Checks. Conduct analysis of your NetSuite solution performance and scalability by reviewing your backend, integrations, customisations and events.

Testing Services

Functional Testing. Accelerate testing based on a pre-built scenario library of regression and user acceptance testing.
Performance Optimisations. Simulate multi-user interactions to verify system behavior on predetermined load points to provide optimisation improvements.
Performance Monitoring. Observe website uptime and certify key functionality is working as expected with hourly performance monitoring.
Break Fix. Identify and quickly resolve time-sensitive critical issues affecting your NetSuite solution or third-party SuiteApp extensions.
Solution Documentation. Review and document your NetSuite solution's customisations and business processes to reference as needed.

Commerce Services

Performance Reporting. Analyse your website’s performance against key benchmarks.
UI/UX Design Review. Conduct an in-depth website review to identify usability improvements to customer engagement and conversion.
SEO Audit. Assess website content and structure to ensure industry and SEO best practices.
Email Marketing. Collaborate with marketing strategists, digital designers and deliverability analysts to provide guidance or fully execute campaigns in the Bronto Marketing Platform.

Proactive Approach for All Your Solution Optimisation Requirements