4 Reasons Why A CloudTamers’ NetSuite Support Contract is Different
NetSuite is one of the world’s leading software brands. The first true cloud software system, now with the might of Oracle behind it, and with 36,000 customers under its belt, it is not hard to see why it is a popular choice for business. It is a software brand which is largely sector, size and state agnostic. Whether you’re a growing SME or a global multinational; whether based in Australia, Austria or Argentina, NetSuite is one of the world’s most selected software vendors.
If you are reading this post, you have probably already implemented NetSuite (or are just about to).
But, as you already know, if you are not getting the most out of your system, you are not realising its true potential and, therefore, its value to your business. If you think you should be getting more from your NetSuite system, here’s 4 reasons why a CloudTamers NetSuite Support contract is different from others on the market.
You won’t find many exclusions in your CloudTamers Support Contract
It is common for a NetSuite support contract to be limited to the features and functions you have already implemented. After your system is live, additional training is often not included. Reimplementation is likewise typically considered a new project as opposed to support. And you can forget about new customisations! You’d be forgiven for wondering what exactly is included in your package. And with a typical support contract costing you anything from £300-£2500 per month, it’s crucial you feel like its adding value to your business.
At CloudTamers, we believe that a support contract should be just that. Something which supports your best use of the system. To that end, almost anything you need us to do will be included in your support contract (excepting the support of other companies’ SuiteApps, or other partner’s integrations, which, for technical reasons, we just can’t do)
You have access to a skilled team of developers.
Great NetSuite developers are difficult to find. At CloudTamers we are lucky to have a great team of NetSuite developers who are working round the clock to bring our world class SuiteApps (like HR for NetSuite and Lease Management for NetSuite) to NetSuite customers just like you. Making up more than one third of our headcount, our skilled developers will be available for you to access as part of your NetSuite support contract.
You get access to our “Priority Tunnel”
“What’s a ‘Priority Tunnel’?” I hear you ask. Remember I said that NetSuite developers are hard to come by? Well, that means they are in demand. In other words, they are busy. Our developers, by means of an example, have work scheduled for the next 24 months. But each of our support contracting customers can make use of a “priority tunnel” which cuts across the regular work we carry out. Because you have been good enough to give us visibility of the effort you might require throughout the year, it allows us to plan accordingly and ensure we have the right resources available. Don’t get me wrong, the effort required (and therefore the delivery date) will be proportionate to the complexity of your customisation; which is another way of saying that availability does not equate to speed. However, readiness will not be an issue (which in today’s market is really saying something!)
You will not lose your investment.
The most common NetSuite support contracts are based on a retainer model. You pay a fixed amount every month, and in return your software agency will provide services as you require. The retainer model guarantees availability, but it does not guarantee you will get what you need. For all the reasons mentioned above you may not be able to spend your “support money” on the things you really need. That means, at the end of the term (typically 12 or 18 months), anything you have not used is just absorbed by your support company. This is particularly difficult to swallow when you consider that you may have had to pay for reimplementation, customisation or training as additional project work. It may also be difficult for your software partner to swallow if you have overused their resources based on what you have paid. This is when relationships break down and you find your business is no longer prioritised.
At CloudTamers we ask you to nominate, as close as you can, the amount of support you think you might use over a 12 month period. We ask you to support us by paying for 50% of it in advance. The other 50% will be billed after a 6 month period, or once you have used up the first instalment – which ever comes first. If you find you are under utilising the support, we can ring fence up to 50% of your investment for the following year, ensuring that each penny you pay goes towards a service you receive. If you need to buy additional support before the end of the year, that is OK too, we just ask that you contribute the same rate for the service you have been receiving.
Are you ready to make the switch to CloudTamers? If you are interested in one of our SuiteApps, procuring NetSuite or NetSuite services or having CloudTamers support your NetSuite system, just get in touch with us. We are very happy to help you!
Written by Emma Stewart – Sales and Marketing Director at CloudTamers Ltd
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