NetSuite support that keeps you running, and keeps you improving.
Go-live is the start, not the finish. Our UK-based team gives you dependable day-to-day support, with as much optimisation and strategic involvement as your business needs.
A long-term partner, not just a ticket queue.
We believe NetSuite should become an operational platform that keeps evolving alongside your business. Our objective isn't simply to resolve tickets: it's to help you improve performance, reduce manual processing and scale with confidence.
Every managed support customer receives the same high standard of technical support. The difference between our tiers is the level of proactive engagement, optimisation and strategic partnership we provide beyond day-to-day support.
UK-based expertise
Experienced NetSuite consultants with manufacturing, WMS, supply chain, development and integration capability.
Structured governance
Operational reviews, health assessments, improvement backlogs and clear prioritisation.
Strategic outcomes
Less manual processing, better reporting, stronger governance and room to grow.
A partnership mindset
Clear communication, transparent triage, and honest guidance when something sits outside support.
Three flexible ways to work with Web Control.
Choose the level of support and engagement that suits your business today. You can change as your needs change.
Managed support services
Ongoing assistance, proactive guidance and access to our UK-based support team, in three service tiers.
See the tiersBundled hours
Pre-purchased hours if you don't need an ongoing managed agreement, used as and when you need them.
How bundled hours workAd-hoc projects & support
Engage only when needed, ideal for one-off work. Projects are scoped with defined deliverables.
Talk to usFrom dependable support to strategic transformation.
Three levels of operational support, optimisation capacity and strategic involvement. Each builds on the one before.
Essential Care
A stable, dependable support framework for growing businesses that need day-to-day support, governance and continuity.
- UK-based NetSuite managed support
- Fair usage operational support
- Named service contact
- Operational issue resolution and minor configuration guidance
- Quarterly operational review meetings
- Annual NetSuite health assessment
- Standard SLA response framework
Business Optimisation
For organisations focused on operational improvement, reporting, automation maturity and scalability.
- Everything in Essential Care
- Bi-annual optimisation workshops
- Continuous improvement governance and enhancement backlog management
- Included quarterly enhancement capacity
- NetSuite upgrade and best-practice advisory
- AI and automation roadmap reviews
- Dedicated Customer Success Manager and priority escalation
Strategic Partnership
For complex, multi-site or integration-heavy organisations where NetSuite underpins growth and transformation.
- Everything in Business Optimisation
- Executive operational workshops and KPI reviews
- Annual NetSuite roadmap and digital transformation planning
- Integration and application landscape governance
- Manufacturing optimisation advisory
- Release and innovation briefings, onsite strategic workshops
- Dedicated strategic advisor and quarterly strategic capacity
Compare the tiers side by side
| Capability | Essential Care | Business Optimisation | Strategic Partnership |
|---|---|---|---|
| UK-based managed support | Included | Included | Included |
| Fair usage support model | Included | Included | Included |
| Quarterly operational reviews | Included | Included | Included |
| Continuous improvement governance | Limited | Included | Included |
| Operational enhancement capacity | – | Included | Included |
| Workflow & automation advisory | – | Included | Included |
| Dedicated customer success management | – | Included | Included |
| Executive workshops | – | Limited | Included |
| AI & automation strategy | – | Optional | Included |
| Integration governance | – | Limited | Included |
| Onsite strategic reviews | – | Optional | Included |
| Transformation advisory | – | Limited | Included |
Turn included hours into an improvement programme
Business Optimisation and Strategic Partnership include enhancement capacity, allocated quarterly to encourage proactive planning and structured improvement throughout the year. Use it for:
- Workflow enhancements and automation initiatives
- Reporting improvements, dashboards and saved searches
- Minor configuration changes and user enablement
- Integration optimisation and manufacturing process improvement
- Operational advisory and roadmap planning
Sized to your organisation
Each tier is scaled to your number of users and operational complexity, from growing SMEs to enterprise environments with a tailored proposal.
Pre-purchased capacity for planned support and improvement.
Prefer not to commit to a managed agreement? Bundled hours give you flexible access to our team, used as and when you need them.
Hours are valid for 12 months and can be scheduled flexibly, subject to consultant availability and agreed prioritisation. Larger bundles give you better value; talk to us about the size that fits.
What bundled hours can cover
- Support
- Consultancy
- Development and optimisation
- Enhancements
- Training
- Onsite services
Dedicated support for the parts of NetSuite we've built.
Optional services that keep our NetSuite-native modules and your integrations supported and optimised. Available alongside any tier, or on their own.
Configurator support
Dedicated support and optimisation for Product Configurator environments, with an option covering configurator routing.
Field Service Management support
Support and optimisation for Field Service Management environments.
Integration support
Standard: monitoring, operational support, incident investigation and error resolution assistance. Optimisation: adds enhancement governance, data-flow optimisation, error-handling improvements and quarterly optimisation consultancy.
Support for these services is scaled to your total number of users and the integrations involved. New modules such as Dunning or Field Service are delivered as their own scoped implementation first. More on integration monitoring and optimisation.
Your first 30 days: structured hypercare.
It's normal to have questions as your team settles in. Your first 30 days follow a structured hypercare process, managed by your project team, before a planned handover to support.
Hypercare with your project team
Your Project Manager remains your main contact. Log every issue through a single internal contact so patterns are spotted and fixes prioritised quickly.
Continued hypercare & transition
Your project team still owns all actions while Support joins calls and learns your environment, with an introduction to Customer Success and the Support Desk.
Formal transition to Support
Once logged issues are resolved and your system is stable, you move formally into the Support Desk.
Our aim is your stability, not overwhelming your team with unnecessary complexity or premature handovers.
Clear service levels, fair usage and the right route every time.
Fair usage: up to two hours per ticket
Managed support runs under a collaborative fair usage policy. Raise requests as you need to for the day-to-day operation of NetSuite. Each ticket includes up to two hours of investigation and resolution. If more effort is needed, we'll discuss the options and get your approval before any chargeable work.
What Essential Care helps with
- Break/fix issues: errors, unexpected behaviour or something not working as designed
- Configuration questions and minor adjustments, such as adding a field
- System access, roles and permissions
- Standard NetSuite functionality and the Web Control customisations you use
- Guidance on reports and saved searches
New functionality, process redesign, training, large data imports and project-level work are scoped separately or drawn from enhancement hours. Your Customer Success Manager will always point you to the right next step.
Log a ticket or talk to Customer Success?
Something not working as designed?
An error, failed workflow or something that used to work and now doesn't: log a support ticket. It's covered by your support contract.
A configuration question or small tweak?
Field behaviour, workflow clarification or a minor change: log a support ticket.
New functionality, training or a process change?
New integrations, redesigns, new subsidiaries, training or onboarding: this is enhancement work, scoped and quoted or drawn from your enhancement hours.
Large data imports or project-level work?
Bulk updates, mass clean-ups, discovery or multi-step delivery need scoping to manage accuracy and risk. Contact your Customer Success Manager.
No contract in place, or something new?
Contact your Customer Success Manager or talk to us.
Logging a ticket: email netsuitehelp@webcontrol.co.uk (or use the Customer Portal if you have access). Include a clear description, steps to reproduce, screenshots or error messages, the role or user affected and the impact on your operations.
Response and resolution times
We prioritise by business impact. Priority 3 is the default; put “High” or “Critical” in your email subject line for Priority 2 or Priority 1.
Priority 1
Priority 2
Priority 3
Support hours: Monday to Friday, 9:00am to 5:00pm (GMT). The Support Desk is closed on UK bank holidays unless you have a critical system-down issue, and covers critical services only between Christmas and New Year. Critical out-of-hours cover depends on your support contract. Existing customers can find more on our Customer Support page.
Support that continues long after go-live.
We are extremely pleased with the implementation and delivery of our NetSuite solution and are very happy with the ongoing support and development work that Web Control continue to provide us with.
I would say that we are so happy with how the whole implementation / training process has gone overall. The support from the Web Control team (especially Kat who has gone above and beyond) has been invaluable especially to myself as team lead. It has been a very seamless transfer from the old system to the new with very little noise made regarding the changes from the team here at NHC.
Keep improving.
Optimisation & Strategic Roadmap
Get more from NetSuite with a structured improvement roadmap.
Find out more Modernisation & IntegrationIntegration Support, Monitoring & Optimisation
Keep integrations visible, recoverable and improving.
Find out moreModules & Add-ons
NetSuite-native modules and accelerators built by Web Control.
Find out moreCustomer Support
Help for existing customers.
Find out moreFind the right level of support
Tell us about your NetSuite environment and how much involvement you want from us. We'll put together a tailored proposal.