Service · Hourly retainer · Ongoing

Ongoing Support

A reserved block of consulting hours each month — admin work, fixes, small enhancements, and questions answered by the same consultant every time.

Overview

Between major projects, live NetSuite accounts need continuous attention — new user setup, role adjustments, saved search requests, small script fixes, and questions that don't justify a project scope. Our support retainer gives you a reserved block of time each month with a named consultant who knows your account. Not a ticketing system. Not a call centre. The same person, every time.

SCOPE OF ENGAGEMENT

—New user creation, role assignment, and offboarding

—Saved search and report creation and modification

—Minor script fixes and enhancements (under two hours each)

—Workflow adjustments

—Month-end close support — reconciliation assistance, journal entries, period close

—Ad-hoc training for new team members

—Questions answered — 'how do I' and 'why did it do that' resolved promptly

DELIVERABLES

—Monthly activity log detailing hours used and work completed

—Ticket response within one business day

—Monthly brief call (30 minutes) to review upcoming needs

Process & methodology

How the work runs.

01OnboardingTwo-hour knowledge transfer session. We review the account, your processes, and your team's priorities before taking on the first ticket.

02OngoingWork submitted via email or a shared workspace. Completed within the agreed response time. Hours tracked transparently.

03Monthly review30-minute call to review work completed, hours remaining, and anything on the horizon for next month.

04RolloverUnused hours roll over for one month. This avoids the pressure of 'use it or lose it' at month end.

WHAT WE NEED FROM YOU

—Named contact for ticket submission and approval

—Clear priority guidance when multiple items are in flight

—Timely access approvals when system access is required for a ticket

EXPECTED OUTCOMES

—NetSuite expertise available without the cost or commitment of a full-time hire

—Account maintained to a consistent standard over time

—No knowledge loss when team members change

—Small problems fixed before they become large ones

SUCCESS METRICS

—All tickets acknowledged within one business day

—Monthly activity log provided within three business days of month end

—Unused hours rolled over for 30 days

Frequently asked

Questions we hear before this engagement.

What does a typical monthly retainer look like?

Can we scale up or down month to month?

What's outside the retainer scope?

Is there a minimum contract period?

Related services

Often paired with this engagement.

FIXED FEE

NetSuite Health Check

A structured audit of your live account — configuration, scripts, workflows, roles, and data hygiene — delivered as a board-ready findings report.

VIEW SERVICE →

MILESTONE-BASED

Customisation & SuiteScript

SuiteScript, custom records, fields, and forms — built to NetSuite best practice, documented, and handed over without creating dependency on us.

VIEW SERVICE →

MILESTONE-BASED

Workflow Enhancement

Approvals, notifications, and automated routing rebuilt to remove manual steps and dead ends from your existing workflows.

VIEW SERVICE →