Optimize Your NetSuite ERP Software
NetSuite Customer Care Annual Plans
At Kraft Enterprise Systems (KES), we believe NetSuite customers deserve the full value promised with their NetSuite implementation. Driven to fulfill this need, we’ve designed Customer Care Plans to ensure your NetSuite software is optimized to operate as efficiently as possible.
NetSuite Customer Care Plan Options
If you are new to Kraft Enterprise Systems, check out our Customer Care Starter Plan.
NetSuite 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.
Annual Business Process Review: A business process review is included with all KES Customer Care Plans except the Silver 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.
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 Role Audit: A role audit is included with Platinum and Diamond Plans. We will complete an audit review of permissions and users and provide our high-level recommendations for adjustments.
NetSuite Training Sessions: The number of included training sessions is based on the KES Customer Care Plan chosen. We will provide a menu of training sessions for you to select and your training session(s) can be performed at any time throughout the plan year. All training sessions are recorded and provided to you for future use.
(1) NetSuite Support & Enhancements have a monthly hours usage cap as follows: 8 hours (Silver); 20 hours (Gold); 40 hours (Platinum); 80 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.
“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.”
Jenifer Felts,
Mental Health Cooperative
“KES continues to help us get the most out of NetSuite by advising us on how to increase efficiencies, introducing us to relevant add-ons, or providing education on updates and new features. We know we can count on them to help us if we run into issues with our ERP system and have exhausted all our efforts. It’s been a fantastic experience working with each and every one of their team members.”
Ryan Evans,
Uncommon James
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