The Standard Model (and Why It Fails)
Most NetSuite partners sell support in one of two ways: a block of prepaid hours that expire quarterly, or a monthly retainer with a shared resource pool. In both models, the person working your ticket this week is probably not the same person who worked it last week. They do not know your business, your chart of accounts, your custom scripts, or your team. Every interaction starts with context-building, which means you are paying for someone to learn your system every time you need help.
The result is inconsistent service, lost context, and a growing sense that you are managing your support partner more than they are managing your system.
What Good Support Actually Looks Like
Expertise across the full stack
Your support team should understand financials, scripting, workflows, integrations, and reporting. Not a generalist who escalates everything complex. One team that can handle configuration, troubleshooting, optimization, and strategic guidance without passing you between departments.
Organization and methodology built in
Every request is tracked, documented, and visible to your team. Change management is not optional. Production changes follow a defined process: documented request, sandbox testing, approval, deployment. Your system stays organized because the support process enforces it.
Collaboration, not just ticket resolution
A good support partner works with your team, not just for them. They explain what they are doing and why. They transfer knowledge. They make your internal team more capable over time, not more dependent. Regular check-ins, shared documentation, and open communication.
Always accessible
You should not have to wait days for a response or wonder if your ticket was received. A good support model provides clear communication channels, defined response times, and a real person who knows your system on the other end. Accessibility is not a premium add-on. It is the baseline.
Scales with your needs
Some months you need heavy support. Some months you need almost none. A good model flexes with your business. Scale up for a new module rollout. Scale down during steady-state. No penalty for using less. No surprise bills for using more.
No lock-in
If your support partner requires a 12-month commitment with early termination fees, ask yourself why they need a contract to keep you. A good partner retains clients because the work is good, not because the contract is hard to exit. Cancel anytime.
StrongSupport: Built for This
StrongSupport is our answer to everything wrong with the standard support model. It is a purpose-built tool and methodology designed around the principles above:
Built-in tool for ticket tracking, change management, and documentation. Everything is visible and organized in one place.
Defined methodology for how changes move from request to production. No ad-hoc deployments. No undocumented changes.
Full-stack expertise from the same team. Financials, scripting, workflows, integrations, reporting. One team handles it all.
Ongoing and scalable. Not a one-time engagement. Scale up or down as your needs change. No minimums. No penalties.
Always accessible. Clear communication channels, same-day responses, and a team that already knows your system.
Cancel anytime. No long-term contracts. No auto-renewals. Stay because the service is good.
Red Flags in Your Current Partner
Different person every time you call or submit a ticket
Hours that expire at the end of the month or quarter
No documentation of changes made to your system
Changes deployed directly to production without sandbox testing
Responses that are just links to SuiteAnswers articles
No visibility into what is being worked on or completed
Long-term contracts with auto-renewal and cancellation penalties
Support is not a commodity. The difference between a good partner and a bad one is the difference between a system that improves over time and one that slowly degrades. Choose based on expertise, organization, collaboration, and accessibility. Not just price per hour.
Or email us directly at hello@sixstrong.io
