SUPPORT SERVICES HEADER

A PROACTIVE APPROACH FOR ALL YOUR TRUE CLOUD SOLUTIONS


Global Support to Drive Your Business Success

How can you ensure that your questions are answered and your issues are resolved quickly and effectively? How can you be proactive in keeping your solution fully optimized so you can focus on meeting your business goals?

True Cloud ERP has created a full suite of support services that address these types of questions, ensuring success with your solution, while accelerating ROI and mitigating risks.

SuiteSupport offerings range from Basic to Premium to provide you with the answers you need when you need them. Customers who require a greater level of support can take advantage of Advanced Customer Support Plans.

Advanced Customer Support (ACS)—an umbrella offering that provides coverage across all products and all services, from technical to functional.

Your business is not static. The software continues to change. Your initiatives continue to change. Your knowledge of the solution continues to change. You need your solution to scale alongside your business—and you need a proactive managed service to make that happen.

True Cloud Customer Support allows you to react to all of these changes and maximize the value of your True Cloud (Oracle NetSuite and WeighPay) solutions on a continuous basis.

True Cloud has created a single offering to meet all support and ongoing sustainment and optimization needs across all products and all markets.

Advanced Customer Support offers five levels of support: Advice, Monitor, Optimize, Architect and Platform.

As you move up levels, we increase our level of support.

Basic Customer Support (BCS)

Included in every plan at no chargeBasic Customer Support is recommended for smaller companies or for any size company that requires "Level One Support" for general customer questions about software features, hardware connectivity or cloud services that do not require immediate response or attention.

Basic Customer Support is provided through the use of This email address is being protected from spambots. You need JavaScript enabled to view it.with responses provided within 24-hours.

Premium Customer Support (PCS)

PCS Plans require Service Level Agreement (SLA) as the annual costs are factored on annual license fees, hardware modules, and total user fees combined.

Includes both Email and Live Chat Support 50 hours per week Monday-Friday 8 am to 6 pm EST to instantly resolve hardware connectivity issues. The cost of Advanced Support will depend on the Hardware Modules being used. 

Advanced Customer Support (ACS)

Our premium support plan includes both the Basic and Premium services as well as a dedicated support rep and Phone support.

SEARCHABLE KNOWLEDGE BASE


 

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SuiteAnswers

Got a Suite Question? We’ve Got SuiteAnswers!

Available to all customers and partners, SuiteAnswers is a searchable knowledge center of rich support articles, best practices, help topics and training videos.

Support Articles address “how do I” questions and often provide step-by-step instructions for unique solutions.

Best Practices orient project team members to the proven steps and methods used by NetSuite’s SuiteConsulting team.

Help Topics provide easy access to NetSuite’s extensive Help documentation.

Training Videos provide visual training and demonstration on core NetSuite administration and end-user tasks.

Online support cases can be created when search results don’t provide the answer you need.

Each Business Practice is Deeply Rooted in Delivering Your Success

The Platform Technology Services (PTS) team is dedicated to ensuring that NetSuite’s customers are successful in solving technical Platform challenges during implementation projects, as well as providing expert technical Platform guidance for post-Go-Live (Hyper-Care) activities.

The PTS team works in close partnership with your designated team members, NetSuite Support, NetSuite Services, and your NetSuite Account Manager, taking the lead on all technical Platform matters to successfully execute your vision for NetSuite.

Think of PTS as your trusted Platform advisors, providing proactive technical guidance and insider insight to ensure your overall NetSuite Platform solution success.

Flexible Model Structures Data

With PTS, you have the flexibility and the choice of two engagement models depending on your needs: 1) short-term, project-based activities or 2) a managed-service basis with the ability to have continued assistance during the lifecycle of your solution usage.

Environment Management
Provide guidance to customers with a variety of accounts NetSuite offers (i.e., production, sandbox, development, release preview).

Performance & Scalability
Review, analysis and optimization of customizations to ensure desired system performance and scalability.

Architecture/Integration
Assist with critical integration designs for system success and technical coordination with partners.

Release Readiness
Help with major releases, which includes a review of test plans and advance planning for new releases or Go-Lives.

Learn More About True Cloud ERP

Learn more about our unified business management suite for the scrap metal and recycling industry. SuiteScrap offers a powerful cloud-based scale front end, and cloud-based accounting ERP back end solution that helps you manage your scrap business from anywhere, 24/7.