Monthly offer · NetSuite Support Retainer
NetSuite Support Retainer: a NetSuite consultant on call every month, without hiring.
Ongoing NetSuite support from an independent NetSuite consultant: a monthly block of hours for administration, fixes and small improvements, with agreed response times and a monthly report on where the time went.
1Is it right for you?
A retainer suits businesses that rely on NetSuite every day but don't need a full-time specialist:
- You don't have a full-time NetSuite administrator, or yours needs senior back-up
- Small fixes and requests queue up for weeks
- Month-end raises the same NetSuite questions every time
- Your implementation partner is expensive or slow for small changes
- You want someone who already knows your account when something breaks
- You've had a Health Check and want help working through the plan
2What's covered
Use the hours for anything NetSuite-related. Larger pieces of work can be quoted separately at a fixed price, so the retainer hours stay available for day-to-day needs.
Administration
- Users, roles and permissions
- Forms, fields, lists and preferences
- Saved searches, reports and dashboards
- Email and PDF templates
Fixes and troubleshooting
- Script and workflow errors
- Integration failures and data issues
- Posting, tax and reconciliation queries
- Root cause, not just the symptom
Small improvements
- Workflows and approvals
- SuiteScript 2.1 changes and new scripts
- New reports and KPIs
- CSV imports and data clean-up
Month-end support
- Period close questions
- Revaluation, eliminations and allocations
- Bank reconciliation issues
- Audit requests and evidence
Monitoring
- Integration error queues
- Scheduled scripts and saved-search alerts
- Upcoming NetSuite release changes
- Licence and role housekeeping
Planning
- A monthly summary of work done and hours used
- A prioritised list of what's next
- A quarterly review of your account (on the larger plans)
3Plans
Pick the hours you need. You can move up or down a plan with a month's notice.
Essentials
8 hours a month
For a stable account that needs a reliable expert on hand.
- Administration and fixes
- Next working day response
- Monthly summary
Standard
16 hours a month
For growing businesses with regular changes and month-end support.
- Everything in Essentials
- Same working day response for urgent issues
- Small improvements and new reports
- Quarterly account review
Extended
32 hours a month
For multi-subsidiary accounts with integrations and an active roadmap.
- Everything in Standard
- Integration monitoring
- Twice-yearly release readiness checks included
- Priority scheduling for projects
4What you receive
A named NetSuite consultant
The same senior consultant every time, who knows your account and your processes.
Agreed response times
Next working day as standard, and same working day for urgent issues on the larger plans.
Support log
Every request tracked with what was done, when, and how long it took.
Monthly summary
Hours used, work completed, open items and recommendations for the month ahead.
Quarterly review
On the Standard and Extended plans: a short review of your account's health and priorities.
5How it starts
- Week 0
Free scoping call
30 minutes on your account, your team and the support you need. You then receive a plan, monthly fee and terms in writing.
- Week 1
Onboarding
Access set up, a walkthrough of your account and integrations, and a support channel agreed: email, Teams or Slack.
- Every month
Support
Requests handled within the agreed response times, with every item logged.
- Month end
Summary
A short report of the hours used, work done and what's coming up.
6Who does the work
Every offer is delivered personally by Raja Saqib, a certified NetSuite consultant and CIMA-qualified accountant with more than 15 years of NetSuite implementation, integration and project recovery work, from start-ups to FTSE 250 and NASDAQ-listed groups.
SuiteHeroes is an independent NetSuite consultancy based in London, working with clients across the UK and worldwide. You deal with the consultant doing the work from the first call to the final report.
See my NetSuite experience → Read the case studies → All NetSuite consulting services →
7Common questions
What happens to unused hours?
Unused hours roll over to the following month once. That way a quiet month isn't wasted, and the plan stays predictable for both of us.
What if we need more hours one month?
Extra hours are available at the plan's hourly rate, or a larger piece of work can be quoted separately at a fixed price.
Is there a minimum term?
No long contract. Plans run month to month with 30 days' notice.
Can the retainer cover our integrations?
Yes. Celigo, Dell Boomi and native SuiteScript integrations are all covered, and the Extended plan includes regular monitoring.
Want NetSuite support you can rely on?
Book a free 30-minute call to choose the right plan.