Epiphany's ANSWERS Contract is intended for clients who are implementing NetSuite as well as clients actively using NetSuite; this program allows you to manage your NetSuite implementation and account with a results-oriented price model.
During implementation, the Answers contract provides a means of addressing out-of-scope requests and logging issues or enhancements.
For current NetSuite users the Answers contract can be used to train new users; assist with streamlining processes by matching NetSuite to your processes and much more! We are also able to intervene on your behalf in managing enhancement requests and issue resolutions with NetSuite. Our goal is to give you the flexibility to compete in your marketplace.
Answers Support Contract Overview
Epiphany's ANSWERS contract provides you with: |  |
Unlimited calls up to 15 minutes per call.
- We know NetSuite – Epiphany has been implementing, supporting, customizing and training on NetSuite since 2002. We can answer many of your NetSuite questions without needing to “login to see.” These calls are included as part of the monthly Answers price for questions asked. Questions not related to NetSuite are not included.
Best practice on processes. We can Help!
- From “How to best utilize NetSuite to manage your sales or support process” to “How to improve your inventory management process”.
Ability to learn features in NetSuite that are not currently used.
- For example, many NetSuite users do not use the marketing feature or the knowledge base. Our team can show you how to take advantage of these features in a 2-4 hour session.
Customization to calculate fields and/or capture data from one record to another.
- An example would be capturing a warranty date from the sales order to a case form.
Calls to NetSuite. Sometimes, in order to resolve your issues, we have to contact NetSuite and intervene on your behalf. When this happens:
- Time testing and working with NetSuite will be logged to prepaid hours.
- Hold time with NetSuite is at no charge.
And Much More!
"Using Epiphany’s focus on our business processes, we have been able to configure NetSuite to manage each customer like they are our only customer. Epiphany has configured NetSuite functionality in a manner specific to our needs. Their staff’s operational background and in-depth understanding of NetSuite has allowed us to maximize our technology investment. We have become more efficient, proactive and have substantially increased our productivity."
Mark Porter, CEO, High Wire Networks, Inc., a services provider for the telecommunications industry, based in Eden Prairie, MN
What NetSuite Service Options are Available?
Annual Answers Contract:
- You choose the number of support hours per month that best fit your needs.
- Options include 3, 5, 10, 20, 30 or 40 hours per month.
- Hourly rates are predefined and billed on a prepaid monthly basis.
- Hours expire on a monthly basis.
- Communication is Key!
- You will receive a report every Monday detailing the time used during the month. This report is provided to allow you the power of managing the time used in the most effective manner for your company.
- Services requested over the allotted monthly commitment will not be provided without the client’s prior approval.
- If you need to complete large or multiple projects that will span several months, but have a tight budget we will work with you to complete your project(s) across several months to keep you within your budgetary constraints.
- We’re Flexible!
- You may reach our support group via phone, email or simply log your case by going into Epiphany’s Customer Center.
- We Keep You Informed!
- As we work your case, you will be updated via email on the progress.
- You may also check the status of your case by logging into our Customer Center.
- Resolutions are emailed to you for your records
Prepaid Block of Hours Contract:
- This contract is ideal for those customers who are looking to purchase support, but are unsure of the number of hours that may be required on a monthly basis. Hours may be used for services, support, customization, projects, training and more.
- A prepaid block of hours allows you to use the time purchased when it’s right for you!
- Hours expire within a 3-12 month timeframe, dependent upon number of hours purchased.
Back-Up Answers Contract:
- You choose the number of support hours per month that best fit your needs.
- Options include 1 or 2 hour monthly commitment.
- Hours may accumulate up to a maximum of 10 hours.
- Upon non-renewal of a Backup Answers Contract, client will have 6 months to use any accumulated hours.
The Epiphany Difference
At Epiphany, we focus on business process improvement – not technology. With a highly qualified staff of Senior Business Analysts, Programmers and Certified Project Management Professionals, our employees have the skill sets required to assist you in maximizing your NetSuite investment.
For More Information About Epiphany Call Us 713-589-4725
Or E-Mail sales@epiphanyinc.net