Once you have purchased your new NetSuite 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 support options open to you. Firstly NetSuite offers various levels of support. This support ranges from the SuiteAnswers Online Portal to 24/7 global support. In sme cases there are fees associated with this service which vary dependent 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 customers. 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:
| Option |
Provided by |
Service Description |
Cost |
| SuiteAnswers |
NetSuite |
SuiteAnswers is an Online Portal to get your questions answered quickly. Its available to all NetSuite customers and is your first go-to place to get the support when you need it. With access to online case submission, tutorial videos, a searchable knowledge base and more, SuiteAnswers makes it easy to resolve your issues and keep your employees productive with NetSuite.The SuiteAnswers knowledge base provides access to 3,000+ searchable answers to common NetSuite issues, enabling you to get instant answers to a broad range of questions and issues.With SuiteSupport experts adding SuiteAnswers at a rate of over 500 per quarter, each SuiteAnswer knowledge base article provides detailed steps to resolution, and even includes video tutorials to common issues. It’s easy to view ranked search results to your question, see them sorted by relevance and even rate and provide feedback on knowledge articles and training courses.The SuiteAnswers Learning Center provides an extensive self-paced training catalog covering everything from financial management to sales force automation to administration and customisation. Access SuiteAnswers by clicking on the "Support" tab in your NetSuite account. |
FREE to all NetSuite Customers |
| Solution Provider (SP) Support |
BlueBridge One |
Solution Provider Support (SPS) provides telephone and email support from 9am to 4pm UK time normal business days. BlueBridge One's goal is to respond to all Customers within one business day. To contact BlueBridge One Support either send an email to support@ bluebridgeone.com or call 01932 300 007. |
FREE to BlueBridge One Customers |
| Bronze Support |
NetSuite |
Bronze Customer Support package provides limited 90 day online/email submission support to all new NetSuite customers. |
Free to all new NetSuite Customers |
| SuiteSupport Silver |
NetSuite |
NetSuite’s SuiteSupport Silver is geared for customers that want online/email case submission support only during normal business hours from Monday to
Friday, 8 a.m. to 6 p.m., all their local time zone.SuiteSupport Silver supports up to two named contacts from your organisation. |
22.5% of annual license cost (Min annual fee may apply) |
| SuiteSupport Gold |
NetSuite |
NetSuite’s SuiteSupport Gold provides 24x7 online submission and telephone support for high severity issues. For lower severity issues, SuiteSupport Gold covers extended business hours from Monday to Friday, 8 a.m. to 6 p.m., all in your local time zone. SuiteSupport Gold supports up to four named registered support contacts from your organisation. An unlimited number of cases, including weekend e-mail support, is included. NetSuite's goal is to respond to all Gold Customer Support email cases within one business day. Integration Support is included. Telephone support is provided via international toll free number based on your location. For a list of international toll free numbers by region please go to INTERNATIONAL GOLD SUPPORT ACCESS TELEPHONE NUMBERS (Quote your NetSuite account number). |
27.5% of annual license cost (Min annual fee may apply) |
| SuiteSupport Platinum |
NetSuite |
NetSuite’s SuiteSupport Platinum provides NetSuite’s highest level of technical support for NetSuite’s largest customers with the most demanding business needs. In addition to 24x7 support SuiteSupport Platinum
provides both a dedicated support team and a dedicated Platinum Support manager. NetSuite’s Platinum Support supports up to six named support contacts within your organisation. Platinum Support includes toll-free telephone access and an unlimited number of cases. Integration Support is included. Telephone support is provided via a UK toll free line. Call 08000 327 271(Quote your NetSuite account number). |
37.5% of annual license cost (Min annual fee may apply) |
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 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 customisation including Java scripting, SQL formulas, workflow configuration, 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.
Account Transfer Request
To qualify for free Solution Provider Support NetSuite will need to register BlueBridge One as your designated NetSuite Partner of record. To request NetSuite to make these changes please download and complete the following form and then fax it back to to us at 0845 127 4834. Upon confirmation from NetSuite we will contact you and access to our free Solution Provider Support will be enabled.
Download NetSuite Partner of Record Change Request. |
