Customer Care Plans
OPTIMIZE NETSUITE FOR YOU
At KES Systems Solutions (KES), we won't disappear once you go live with NetSuite. We live by our motto, "Partners for Life." As your trusted partners, we're committed to helping you maximize your NetSuite investment and ensuring it's optimized to meet your needs now and as your business continues to evolve and grow.
That's why we've created KES Customer Care Plans. With these plans, we make sure your NetSuite software is always operating at its peak efficiency, so you can focus on what matters most — growing your business.
KES Customer Care Annual Plan Options
KES Customer Care Plan Services
NetSuite Support & Enhancements: The included support hours depends on the KES Customer Care Plan chosen. For any listed services below not included with a plan, those services can still be performed upon request and will consume support hours included in your plan.
Account Management: KES will provide a readily available point of contact who ensures that general NetSuite account needs are being met.
Annual Health Check: A health check is included with all plans to ensure NetSuite is configured and operating correctly and efficiently.
Release Impact Analysis: A release impact analysis is included with all KES Customer Care Plans except the Silver Plan. As part of each semi-annual NetSuite release, we will review the extensive new release notes provided by NetSuite and prepare a summary report of the new and changed features that we believe could impact your account.
Annual Performance Review: A performance review is included with Platinum and Diamond Plans. We will review your NetSuite system performance and document any potential issues as well as provide our recommendations for performance improvement.
Annual Business Process Review: A business process review is included with the Diamond Plan. A KES NetSuite consultant will interview your team to understand your specific business process challenges as well as discuss upcoming changes that could impact business operations. Then, we will develop a NetSuite systems plan with our improvement recommendations.
Annual Role Audit: A role audit is included with the Diamond Plan. We will complete an audit review of permissions and users and provide our high-level recommendations for adjustments.
(1) NetSuite Support & Enhancements have a monthly hours usage cap as follows: 10 hours (Silver); 20 hours (Gold); 40 hours (Platinum); 60 hours (Diamond). Any hours consumed within a month that exceed the plan cap may be billed as T&M at the end of the month based on the overage hourly rate. (2) Unused hours/services at the end of the customer care annual term are not refunded or carried over. (3) Note that all services are provided on business days between the hours of 8:00 AM–5:00 PM (CST) only. Gold: Respond same business day if before 12 PM (CST) or next business day if after 12 PM (CST). Platinum: Respond same business day if before 3 PM (CST) or next business day if after 3 PM (CST). Diamond: Respond same business day if before 3 PM (CST) or next business day if after 3 PM (CST). (4) Plan is billed in advance or semi-annual based on KES Managing Director approval. (5) This rate applies to additional hours needed in excess of the annual hours included or if there is monthly overage above the monthly caps.
Solutions for Today. Partners for Life.
“The Health Check that KES completed for us as part of the Customer Care Starter plan was quite the eye opener. They found multiple areas where we could make improvements, including a number of low-hanging fruit items that could be completed very quickly. The larger items they found were then discussed in detail as part of the Business Process Review and putting these together, we were able to create an extensive plan to change the way we use NetSuite to get significantly more value from the system.”
“We knew from the beginning that if we were going to invest in NetSuite, we wanted to do everything we could to make sure it was operating as efficiently as possible. Two of the services I really value with the care plan are the annual health check and the semi-annual release impact analysis. We love the convenience of having KES as the NetSuite experts while we do our day jobs. The KES Customer Care Plan is our “easy button” and it is worth it.”
Mental Health Cooperative