SUPPORT PLANS
We offer support plans to suit every level of requirement and budget. We use NetSuite’s platform for our customer service portal, ensuring that all support cases are managed systematically and transparently. This service portal can be accessed at any time by our support customers, allowing them instant visibility on the status of any submitted service cases and system issues.
SERVICE FEATURES AND SUPPORT INFRASTRUCTURES
ESSENTIAL SUPPORT
We provide Support Consultants to each of our support customers to help with daily system issues and questions, as well as ongoing light optimizations. Our Account Services Manager ensures the quality of service we provide meets the highest standards for all the services cases.
REGULAR ACCOUNT REVIEW
Regular review meetings are held with each of our support customers on a yearly, quarterly or monthly basis. In these meetings, Trigger’s Account Services Manager and the Support Consultant, together with the client’s management representative and end-user representatives will review plans for NetSuite as well as issues and progress made, and identify future objectives for your NetSuite development and any optimization opportunities or further support needs.
DAILY SUPPORT
We can help you with questions related to daily system usage. We also offer help with basic customizations to NetSuite fields, lists, subtabs and searches to help maintain your system and keep it up to date with ongoing light optimizations.
INQUIRIES CAN BE SUBMITTED THROUGH OUR NETSUITE-BASED ONLINE CUSTOMER SERVICE PORTAL AND EMAIL. CASE MANAGEMENT
NetSuite users in China can submit cases efficiently through our online customer portal (based on NetSuite!) Cases are logged on a central data record and managed with automated email notifications to both customers and Trigger consultants. Our on-line support portal and case management system ensures all your cases are visible and traceable. Internally in Trigger we track response time as well as the quality of the response to ensure our service is of the highest standard.
FIXED PLANS OR PAY AS YOU GO
We offer several tiers for annual support, or pay as you go packages, depending on your preference. Volume discounts are available for greater service hour requirements.
REMOTE HELPDESK
With this add-on, your end users have access to a remote consultant that can offer immediate response to your daily questions and issues. Our consultant can provide remote walk-throughs for your end users at any time during business hours to better understand and resolve the issues your end users are facing.
With our remote helpdesk services, we will provide your end users with a variety of communication options including telephone, email, chat engines or case submission via our on-line support center, according to their communication preference.
ONSITE HELPDESK
Onsite Helpdesk is an ideal additional service during the post go-live period! We arrange for a dedicated consultant to open an onsite helpdesk at your offices to support all onsite users with a quick response to any issues and enquiries
SYSTEM ADMINISTRATION
We can offer remote system administration support, including user login management, system roles and permissions management, end user behavior monitoring, report preparation and regular system audits. Our system administrators will also proactively assist customers to identify further areas for optimizing your NetSuite system to yield even more value from the system over time.
USER GUIDE CUSTOMIZATIONS
As your system and business processes constantly change and NetSuite system itself gets upgraded with new features, we can support you by updating your existing documents or creating new customized user guides for your company based on your unique business process and system functions.
NETSUITE NEW RELEASE TESTING AND TRAINING
NetSuite constantly improves their offering with multiple function, infrastructure and security upgrades rolled out to all users every year. Following NetSuite's new release cycle, we take advantage of NetSuite's new release preview to test new features on behalf of your company and consider how to incorporate them into the existing system processes. Following the testing we will recommend a solution that leverages these features to help you improve your business operation management with NetSuite and perform the configurations while the upgrades are rolled out. We will also provide training to each relevant end user on the new functionality.
