NetSuite managed services & support on a monthly retainer

NetSuite managed services are ongoing support, administration and development for a NetSuite account that is already live, bought as a monthly retainer instead of one project at a time. At BrokenRubik the retainer covers user and role administration, saved searches and reports, workflow and SuiteScript fixes, integration monitoring, and testing before each NetSuite release. The NetSuite-only team that builds and fixes NetSuite for our clients does the work.

Three kinds of firm sell them. Oracle sells Advanced Customer Support (ACS) as a paid add-on. Large accounting and consulting firms with NetSuite practices sell managed services alongside audit, tax and advisory work. NetSuite-focused consultancies sell retainers centered on administration, development and integrations. BrokenRubik is one of the last group: an independent consultancy, NetSuite-only since 2017, 100+ companies served, rated 5.0 on Clutch, with retainers that run month-to-month. If you want finance or tax advisory in the same contract, an accounting firm with a NetSuite practice is the better fit.

A BrokenRubik support retainer includes day-to-day administration (users, roles, permissions, custom fields, forms), saved searches, reports and dashboards, workflow and SuiteScript fixes and small enhancements, integration monitoring and sync-failure fixes for Celigo, Boomi or custom API connections, testing before each NetSuite release, CSV imports and data cleanup, user training, and documentation of every change. Larger builds, such as a new module or a new integration, are scoped separately at a fixed price.

Yes. NetSuite administration is part of every retainer: user and role changes, saved searches, forms, workflows and month-end requests, handled by our team and documented as we go so the knowledge stays in your account. You get NetSuite administrator time on demand without a full-time hire, plus SuiteScript and integration skills that one administrator rarely brings.

Every request gets a first reply within 24 hours, from the person who will do the work. You send requests in a shared Slack or Teams channel, by email or in the ticket queue. Critical issues, such as orders not reaching NetSuite or a script blocking fulfillment, go to the front of the queue, and the response commitments for them are written into each retainer because they depend on the coverage your operation needs. Our working hours overlap US Eastern and Central European business hours.

Oracle's NetSuite support handles the platform. Basic Support, included with every subscription, covers critical (Severity 1) issues; Premium Support, a paid upgrade, adds Severity 2 to 4 cases, 24x7 phone support and faster response goals. Oracle's policies exclude customizations made with SuiteScript or by third parties, so neither level fixes your custom scripts, workflows, saved searches or integrations. Advanced Customer Support (ACS) is Oracle's separate paid subscription, in which Oracle consultants give product guidance and configuration help in scheduled hours per month or quarter. An independent retainer works inside your account on everything built on top of NetSuite. They work together: Oracle support for the platform, a retainer for what is built on it.

For the work most accounts actually need after go-live, yes. ACS gives you scheduled hours of product guidance from Oracle consultants; your own scripts, workflows and integrations stay outside its obligations and development is priced separately. A BrokenRubik retainer covers that work as one monthly scope, with the same named people each month, month-to-month, and a written quote within 48 hours of the first conversation. If ACS is being added to your subscription renewal, read the ACS order's own term and renewal clause first, then compare the hours in the tier you are quoted with what this retainer would do for the same budget.

We do not publish a price list. A retainer is a monthly block of hours scoped to your account: the number of users, how much custom SuiteScript there is, how many integrations run, and the response commitments you need. You get a written quote after a short review of the account, and scoped work gets a fixed price, with an estimate within 48 hours of the first conversation.