Once you have purchased your new system who is going to help you when you need support or assistance?

As a BlueBridge One customer and NetSuite user you will have various telephone and email support options open to you. Firstly NetSuite offers various levels of support. This support ranges from initial 90 day free email support to 24/7 global support and it carries with it a formal Service Level Agreement. There is generally a fee associated tith this service which varies depending on the level of support you require. In addition to this direct NetSuite,Inc. support, BlueBridge One also provides its own Solution Provider (SP) Support. This is a FREE service provided to all BlueBridge One’s NetSuite Users. The support is aimed at assisting users with day to day usability questions, tracking cases reported to NetSuite and submitting user requested enhancements. It is provided free of charge and carries no formal Service Level Agreement.

Please see the table below for the various support options open to you as a NetSuite User:

What is covered under Solutions Provider (SP) Support

Solution Provider Support is setup primarily to help customers with day to day guidance on using NetSuite, assist in the case of “emergencies”, assist with tracking NetSuite reported cases and assist in the submission of enhancement requests. The support covers the following areas:

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, transaction processing and general accounting treatment. Please note this support does not include training or hands-on assistance in configuring or customising 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 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.

What’s not covered as free service under Solution Provider Support

The following services are available from our Professional Services Team but are not covered under the free Solution Provider Support Services:

Hands-on assistance in configuring or customising your NetSuite Account.

End-user Training.

Advanced customization including Java scripting, web-services or HTML coding (This exclusion does apply to the tracking of cases reported to NetSuite in connection with any advanced customisation).

Service Level Provided

As mentioned previously Solution Provider Support is provided as a free service to our customers. BlueBridge One does not offer any formal Service Level Agreement (SLA) associated with this service. Under most normal circumstances we do undertake to make every effort to respond to customer cases within one working day of the cases creation but response times may vary depending on our support team's case load.

In order to minimize disruption to your business activities we will at all times prioritise emergency cases. For example in the unlikely event where you are locked out of your NetSuite account or where your NetSuite system or website is not accessible then we will make every effort to escalate the issue with NetSuite as soon as we become aware of it.

If your business is of such a nature that you feel you require a more formal and structured Service Level Agreement with guaranteed response times then we would suggest that you consider one of the various support options provided directly by NetSuite, Inc. as these provide for a formal Support Service Level Agreement.