It’s great to know you have the option to call someone when you need help and ask questions after the implementation is complete. TrueCloud’s On-Demand service is designed to help you resolve your NetSuite challenges as they arise. We want to ensure you get the timely answers you need to keep your company running. On-Demand Support Services Information Sheet
On-Demand Services provide your company access to our knowledgeable support staff as well as the TrueCloud Client Portal without committing to a monthly fee. There’s no cost until you need our assistance. TrueCloud provides access to the professional services team for those times when the solution requires additional training or custom development
The TrueCloud Client Portal enables On-Demand clients to submit cases using an online case form. The portal provides visibility to monitor all cases whether entered in the portal or through email or phone. Our client portal is free to all clients, regardless of the volume of use and provides information to help you keep track of your NetSuite needs.
The TrueCloud Client Portal provides powerful tools that aresimple to use. You will receive one login for case submission, review invoices and more, all from an easy to use dashboard. The portal can also be used with mobile devices for answers when you are out of the office. Managing NetSuite opportunities through the native User Interface is tedious. You have to edit each opportunity individually, there isn’t a visual view of the pipeline and it’s difficult to get a quick look at where things are.
On-Demand service clients can simply email for support response at customersupport@truecloud.com or contact our support team by phone during support hours (866-990-8783). Our support resources will review and assist or assign the case to the appropriate person for resolution. We notify you in advance of the amount of time anticipated to resolve your issue and always request your approval on time and approach before proceeding.
Does it make sense to have an assigned contact? Are you a larger company? Optimzed may be the right fit for you. Price: $649 monthly + 15% off support cases
As an Optimize client, you have direct contact to your assigned TrueCloud resource. When you have a question,you'll have the assurance that you can contact a person that knows your company and will be your direct link to our team as we focus serving you. Whether it's a case or project, your assigned TrueCloud resource will be your point person for information and assistance.
Optimize clients also receive service level agreements for response times in speaking with one of our accomplished support resources. These response times are directly related to the case priority for your peace of mind when it is extremely important to receive an answer.
Optimized client cases will automatically receive management review if a high priority case remains open for more than two days. When a case is escalated, we collectively look for ways to solve your issue and provide the solution that lets you meet your objective.
Your client success contact will review the open cases and projects with your team on a monthly basis. This provides your team with additional visibility and understanding to enable prioritization of activity where it best meets your needs. This service is included in your Optimized agreement with TrueCloud.
Optimized clients may request a PDF document showing the solution of a case. This provides a clear process path or description of an option for distribution and review within your company. These documents are a great addition to your library of processes for training new employees. Documentation services will be billed at standard hourly rates.
Optimized clients will be invited to attend TrueCloud's online public instructor-led training classes provided throughout the year covering select topics. Attendance is subject to availability as session attendance is limited.
On-Demand service clients can simply email support or contact our support team by phone during support hours (866.990.8783)
The next level up! Automatic case escalation, assigned resource, training classes, monthly check-ins, case solution documentation and more
Highest level of personal service, enjoy all the other perks of the other levels, and adds additional benefits for greater value and a deeper partnership with us.
Maximized partnership with TrueCloud includes the services of the other levels, and adds additional benefits for greater value and a deeper partnership with us. Maximized clients can view TrueCloud as part of their inner circle. You will receive prioritized service and greater access to our team. Price: $1495 monthly + 30% off support cases.
Maximized client cases that are entered as a medium priority will be automatically upgraded to a high priority for faster initial contact.
Maximized clients receive 10 priority case waivers which means that the first ten urgent support cases are billed at the standard rate.
Your TrueCloud resource will review the feature release preview in each update to provide you with insight to see how new capabilities may provide benefit to your operations.
TrueCloud will assist you by performing basic assessment and providing guidance on improving performance of NetSuite. Options to improve may include user settings, scripting functions and/or data storage. Additional work will be provided at standard hourly rates.
Maximized clients may elect to have a consultant onsite or virtual quarterly included* in their agreement. This time can be used for exploring possible process improvement or analyzing a business process or training on a NetSuite functional area based on a pre-arranged agenda.
