NetSuite Managed Services A dedicated NetSuite partner. In your corner, every month.
Senior consultants available on a regular cadence, so your system stays healthy, your team stays unblocked, and NetSuite keeps pace with your business. Like a senior NetSuite expert in-house, without the overhead.
Why On-Going
NetSuite is never truly “done.”
NetSuite managed support (also called ongoing or managed services) is an ongoing partnership where a dedicated senior consultant maintains and improves your NetSuite every month: proactive fixes, optimization, and release management, instead of a reactive ticket queue.
Your business evolves; NetSuite needs to evolve with it. New processes, new modules, new team members, twice-yearly platform releases. Without consistent expert attention, small issues compound into expensive problems.
Most companies handle this reactively: things break, they submit a ticket, they wait. Our On-Going clients operate differently: proactively, with a senior consultant who knows their system, their team, and their goals.
Signs you need a partner, not a ticket queue
“Our NetSuite admin left, and nobody really owns the system” Knowledge lived in one person’s head. A dedicated consultant becomes the continuity.
“Every NetSuite release breaks something” Nobody tests the release against your customizations first.
“Small requests sit in our backlog for months” No one with both the time and the context to clear them.
“We re-explain our setup every time we call our partner” A queue with a different consultant each time.
Why not just use support tickets?
Ticket queues were built for software bugs. Not NetSuite strategy.
If you’re using a generic support model for NetSuite, you’re paying for availability, not expertise. Here’s what that difference looks like in practice.
A ticket queue
Each request starts again with a different consultant
- Ticket 1New consultant, explains from scratch
- Ticket 2Different consultant, explains again
- Ticket 3Different again. Nothing accumulates
Context resets every time
On-Going Support
One senior consultant builds knowledge of your account
- Month 1Learns the account
- Month 6Anticipates the close
- Month 18Shapes the roadmap
Knowledge compounds
You explain your setup from scratch every single time. No continuity, no memory, no relationship.
They know your configuration, team, workarounds, and roadmap. Context is never lost.
Tickets only exist because something broke. Nobody is watching your system or flagging issues before they surface.
Monthly health checks, monitoring, and a live backlog mean issues are caught before your team notices them.
Priority is set by queue position, not your business impact. Critical issues wait like everything else.
No portal, no queue. Reach your consultant directly during business hours and get a real answer fast.
You get answers to questions you ask. Nobody tells you what you should be asking, or what competitors are doing.
We tell you what we’d do, not just what you asked for. That’s what a real partner does.
NetSuite updates twice a year. Ticket support reacts to breaks after they happen. Your team scrambles.
Every release is reviewed against your environment in sandbox before it touches production. No surprises.
What’s included
Everything your NetSuite needs to stay sharp.
Not just break-fix: continuous improvement across the full spectrum of day-to-day NetSuite needs.
Break-fix & urgent support
Same-business-day response for critical issues: workflows breaking, reports misfiring, integrations failing.
Continuous optimization
Monthly review of workflows, saved searches, and config. We surface improvements proactively, not just when things break.
Feature & module rollouts
New module implementations, workflow builds, and SuiteScript customizations, scoped within your retainer where possible.
NetSuite release management
Pre-release review, sandbox impact testing, and coordinated rollout every 6 months. No update-day surprises. That includes moving your scripts to SuiteScript 2.1 before Oracle’s deadline.
See the SuiteScript 2.1 timelineQuarterly health reviews
Structured check-ins on system performance, data quality, open backlog, and roadmap with your team leads.
Team training & enablement
New-hire walkthroughs, refreshers, and documentation. Your staff gains confidence, and stops creating workarounds.
Service plans
Two ways to work with us On-Going.
Same senior consultants, same quality. Choose the commitment structure that fits your operations.
- Most popular
On-Going
Best for: Growth-stage companies
A dedicated monthly block of hours with priority access and a consistent senior consultant. Ideal when NetSuite is central to your operations.
12-month contractEssential$1,100/mo10 support hours / month+ 15 annual review hoursBest valueSignature$2,000/mo20 support hours / month+ 30 annual review hours- Dedicated senior consultant assigned to your account
- Priority same-business-day response SLA
- Monthly strategy & roadmap session
- Direct Slack or Teams channel access
- Quarterly health review & system report
- NetSuite release impact review included
- Unused hours roll over (up to 1 month)
On-Going Flex
Best for: Variable needs
All the benefits of a trusted senior consultant without a fixed monthly commitment. Pre-purchase hours and draw them down as needs arise.
$120–140/hrPre-paid 30 / 50 / 100-hour blocks- Pre-purchased hour blocks (no monthly lock-in)
- Preferred partner rate vs. project pricing
- Unused hours roll over for 12 months
- Same senior consultant continuity
- Access to release review and health checks
- Flexible scope: use hours on anything
Not sure which fits? We’ll recommend the right plan during your discovery call, no pressure.
How it works
Up and running in two weeks.
Onboarding is fast, structured, and designed to deliver value from day one.
- Week 1
Discovery call
We learn your setup, pain points, and priorities. You meet the consultant who’ll work with you, not a sales rep.
- Week 1–2
System Review
A focused walkthrough: we document config, identify quick wins, and build your initial backlog together.
- Week 2
Kickoff & channels
We set up your Slack/Teams channel, agree on norms, and kick off the first sprint. Direct access from day one.
- Month 1+
Ongoing rhythm
Regular check-ins, proactive monitoring, sprint execution, and monthly reporting. The relationship deepens over time.
The standard we work to
What On-Going is built to deliver.
The commitments an On-Going partnership is built around.
- 30–70%
- Fewer support tickets and team workarounds
- Same day
- Response on critical break-fix for retainer clients
- 0
- Release-day surprises. Every update is reviewed and tested in sandbox before it reaches production.
Common questions
On-Going Services FAQ.
How is this different from a standard support ticket system?
A ticket system connects you to whoever is available. On-Going connects you to a senior consultant who knows your system, your team, and your history. There’s no context-setting on every request. We already know your environment and pick up where we left off.
What’s the minimum commitment for On-Going?
On-Going runs on a 12-month contract, to allow time for proper onboarding and to deliver meaningful value. We’re flexible on the term: if you’d rather start with a 3- or 6-month trial, we can do that. On-Going Flex has no monthly commitment: you buy a block of hours and use them within 12 months.
Can we start with Flex and switch to a Retainer later?
Absolutely. Many clients start with Flex to test the relationship, then move to a Retainer once they see the volume and value. We can convert remaining Flex hours to retainer credit if you make the switch.
What happens to unused retainer hours?
Unused hours roll over for up to one month. Flex hours roll over too, and can be used any time within 12 months.
Do we get the same consultant each month?
Yes. This is a core part of what makes On-Going work. You’re assigned a dedicated senior consultant who builds deep knowledge of your environment. We don’t rotate people in and out.
What if we need more hours than our retainer covers in a given month?
We’ll flag it proactively before going over. You can approve additional hours at the retainer rate, carry a minor overage into the next month, or temporarily increase your retainer size.
Ready to stop reacting and start improving?
Tell us about your setup and we’ll recommend the right On-Going plan. 30-minute call, no obligation, direct with a senior consultant.