Your NetSuite is live. Keep it running, optimized and release-ready with a team that already knows your account. Retainers from 10 to 40+ hours a month, month-to-month, first reply within 24 hours. Not a helpdesk: the people who would do the work.
Quick reply, from the team that lives in NetSuite.
Tell us about your project
Independent, not an Oracle reseller · month-to-month · first reply within 24h · 85% client retention
View Case StudiesThe problem
The team that built your system moved on to new projects. Now nobody understands why things were configured the way they are.
The average NetSuite administrator salary is $95K+, and qualified candidates are scarce. When they leave, institutional knowledge leaves with them.
Saved searches take minutes to load. Scripts timeout during peak hours. Workflows that worked at 50 orders/day break at 500.
You open a ticket, wait 48 hours, and get a knowledge base article that doesn't apply to your customized environment.
These aren't one-time problems. They're the result of not having a dedicated NetSuite team after go-live. You don't need another implementation — you need consistent, knowledgeable support.
NetSuite Support Services
User provisioning, role management, security configurations, and day-to-day system administration handled by our team.
NetSuite Managed Support
Stop reacting to system issues. Get a support partner that keeps NetSuite optimized, updated, and aligned with your growth.
Get a ProposalAvg. response time (critical)
Client retention rate
Support clients since 2017
Avg. client tenure
About NetSuite support
NetSuite managed support is ongoing administration, optimization, and development for live NetSuite environments — the work that keeps your account running well between major projects. Typical retainers cover 10-40 hours per month of NetSuite expertise without hiring a full-time admin in-house.
Day-to-day admin (user changes, custom fields, saved searches, dashboard updates), bug investigation and fixes, release readiness testing in sandbox, performance tuning, integration monitoring, ad-hoc reporting requests, and prioritized backlog of optimization work.
We also run quarterly account reviews to surface optimization opportunities most clients don't notice in day-to-day operations.
A qualified NetSuite admin is hard to find and expensive to hire. Most mid-market companies don't have 40 hours/week of admin work — they have 10-20 hours of varied work that needs experienced hands on call.
Managed support gives you that expertise at the right scale: a retainer covers what a full-time hire would, with broader expertise depth (SuiteScript, integrations, optimization) than any single individual on payroll.
Searching for "NetSuite support" surfaces two different things. Oracle's own support (Basic, Premium, and Advanced Customer Support) handles platform issues — outages, defects, product questions — and it is the right channel for those. What it doesn't do is fix your configuration: broken saved searches, workflow logic, integration failures, custom scripts, or "why doesn't this report match" questions.
That gap is what an independent support team covers. We work inside your account, know your customizations, and answer how-you-use-it questions Oracle support was never designed for. Most of our clients keep both: Oracle for the platform, us for everything built on top of it.
Oracle ships two NetSuite releases per year (2026.1 in March, 2026.2 in September). Every retainer includes release preview testing in sandbox 4 weeks before production cutover — script regression, integration validation, report sanity checks, dashboard verification.
See the full release notes and what changes per release in our 2026 release notes hub.
The best support engagements are 30% reactive (issues, requests) and 70% proactive (optimization, automation, reporting improvements). Companies that only use support reactively never extract the deeper value from NetSuite.
We push every client toward a proactive backlog — quarterly themes that compound improvements over time rather than chasing one-off requests.
On live accounts
Landed cost allocated correctly and traceable to the GL. A sync rebuilt so stock stops overselling and updates stop lagging 45 minutes. Order flow automated between systems that already run. None of this was a rollout — it is what the account needed after one.
Getting Started
A structured onboarding process to get your support plan running quickly. Most clients are fully operational within 2-3 weeks.
We document your current configuration, scripts, integrations, and pain points. This creates the knowledge base we use for ongoing support. Duration: 1-2 weeks.
We identify urgent fixes and low-effort improvements. Most clients see measurable results within the first 30 days. Duration: 1-2 weeks.
We configure proactive monitoring for script errors, integration failures, and performance thresholds so issues are caught before your team notices them.
Weekly status calls, a shared ticket queue, and a dedicated Slack/Teams channel. You request changes, report issues, and ask questions in one place.
Every 90 days we review system health, usage trends, and upcoming NetSuite releases. We propose optimization opportunities and plan ahead.
More NetSuite Services
Related guides
How retainers are scoped
Monthly retainers scoped to the hours and coverage level your account actually needs. No annual lock-in. Adjust up or down with 30-day notice. Quoted to your specific environment.
Not included: NetSuite license fees (paid directly to Oracle/NetSuite), third-party integration platform subscriptions, major new implementation projects (scoped separately).
Request a tailored proposalWhat Our Clients Say
We build long-term partnerships with our clients. Here's what they have to say about working with us.
“The BrokenRubik team has been instrumental in keeping our NetSuite account well-structured and running smoothly. They don't just fix issues, they anticipate them, ensuring our system architecture remains strong and scalable as our business evolves. Their proactive approach, attention to detail, and clear communication give us confidence that our account is always in good hands. Working with them has been a true partnership, and we value the care and expertise they bring to every interaction.”
FAQ
Still have questions? Drop us a message, we'd love to hear from you!
Talk to a NetSuite specialistWithin 2 weeks of signing. The first week is our account audit where we document your configuration, scripts, and integrations. By week two, we are handling tickets and resolving issues. Critical issues can be addressed during the audit phase if needed.
4-hour response for critical issues (system down, integration failures blocking orders). 24-hour response for standard requests (report changes, user setup, workflow adjustments). Our working hours overlap EST and CET timezones, meaning most requests are acknowledged same-day.
NetSuite support handles platform-level issues (login problems, UI bugs). They do not troubleshoot your custom scripts, fix your integration errors, or optimize your saved searches. We know your specific configuration, your business logic, and your customizations. When you submit a ticket to us, we already have context.
We offer month-to-month retainers with a 30-day cancellation notice. No annual lock-in required. That said, 85% of our support clients stay with us beyond the first year because the value is clear within the first 60 days.
Most mid-market companies (50-500 employees) use between 20-40 hours per month. This covers routine administration, 2-3 development requests, integration monitoring, and ad-hoc support. We track hours transparently and provide monthly usage reports so you can adjust as needed.
Yes. Our audit process includes reviewing all existing scripts, workflows, and custom records regardless of who built them. We document what exists, identify potential issues, and take ownership of maintenance. If something is poorly built, we will tell you and recommend whether to fix or rebuild.
We test your customizations in sandbox 4-6 weeks before each release. We verify script compatibility, check integration behavior, and validate workflow logic. If something breaks, we fix it before the update reaches your production account. This testing is included in all support plans.
Yes. Many clients start with a support retainer and then use additional hours for new features, integrations, or process improvements. For larger projects (new modules, major integrations), we scope those separately so your support hours remain available for day-to-day needs.
Contact
Book a call with our support team. We'll review your current setup, identify quick wins, and propose a plan that fits your budget.
No long-term commitment required. Month-to-month plans available.
