"I have been pleasantly surprised by the quality of support I have received from NetReturn and have found its representatives to be courteous, responsive, knowledgeable and (above all) patient."
NetSuite Technical Support
At NetReturn, we understand that customer support is critical to your users staying productive and your company maximising the benefits of the award-winning NetSuite solutions. NetSuite comes with several self-service support options which are comprehensive and easy to utilise. However for clients who would like additional support for NetSuite in their business, NetReturn offers local, professional support with friendly, patient and experienced support desk staff.
At NetReturn we understand that once you have made the important business decision to partner with us and to implement the NetSuite product that you need to be confident in our ability to support your business throughout the life of the software solution.
This is why we have tailored our NetSupport packages to suit the growing needs of our customers. With a great support team in place and the local knowledge, experience and service you require, NetReturn has your support covered.
NetReturn NetSupport or NetSupprt Pro
NetReturn is dedicated to supporting our clients. We differentiate ourselves in the software marketplace by delivering effective and responsive levels of support and on-going maintenance to our clients.
The key features of our NetSupport or NetSupport Pro Services are as follows:
Telephone and Email Support
During office hours (8.00am to 5.00pm EST) dedicated support consultants are available to take support calls. Customers also have the option to send enquiries via email.
90 Days Free Support
Clients who purchase a custom or standard Implementation package with a signed Statement of Work (SOW) will receive 90 days free support for their first year of using Netsuite. Their support price will be adjusted to reflect this free period.
1-Hour Response Time
Our support desk operates with a one-hour (maximum) response of acknowledgement of receipt of the case/issue notification and will issue a Case Number for tracking purposes.
Free Introduction Training
NetReturn offers free half-day, introductory product training courses for all new employees joining your Netsuite team. The training courses are held monthly as online GoToMeeting courses & booking is essential.
Annual Best Practice Audit Checks
Annually, NetReturn offers a free ‘Best Practice Audit Check’ to all clients. Just like any system check up, this service is designed to ensure your Netsuite system configuration is appropriate for your needs, that it is functioning to its optimum and that any concerns you may have are checked and attended to – all included in your NetReturn Support fee.
User Bulletins / Newsletters
Through regular User Bulletins we aim to keep you informed on matters such as:
Product Developments
Outline of features in new releases
Technical tips
Training and consultancy news update
User stories
Opinion articles
Implications of new legislation
Maintenance and upgrades
Because the NetSuite product is hosted at a world-class data centre, all maintenance, version upgrades, and data backups are included free of charge with your subscription.
Self-Service support
Self-service support is included with every subscription. It allows you to take advantage of the NetSuite online tools 24 hours a day / 7 days a week. You may choose from Online NetSuite Help, NetSuite User Guides, Quick Looks, Tips, NetSuite University and NetSuite User Group.
For more information on these support packages, including pricing, contact us on 1300 886 025 or 0800 543 371.
