Answers Service Contracts
Epiphany's ANSWERS Contracts are 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, an Answers contract provides a means of addressing out-of-scope requests and logging issues or enhancements.
For current NetSuite users an 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.
Benefits
Support available when you need it and for what you need it for. We know NetSuite – Epiphany has been implementing, supporting, customizing and training on NetSuite since 2002.
Answers contract support hours may be used for:
- NetSuite questions
- Best practice on processes
- Learning new features
- New user training
- Customization
- Calls to NetSuite
- And more...
We offer several Answers Support options to meet your needs. Our goal is to give you the flexibility to compete in your marketplace.
Plan Comparison
| Answer | Rollover | Lever | Backup | Block of Hours | |
|---|---|---|---|---|---|
| Unlimited calls for questions up to 15 minutes per call at no charge* | X | X | X | X | |
| No charge to log or update cases | X | X | X | X | |
| Training, customizations and consulting assistance | X | X | X | X | X |
| Usage report sent weekly | X | X | X | X | X |
| Annual term paid monthly | X | X | X | ||
| Monthly hours commitment | X | X | X | ||
| Purchase of pre-paid block of hours – no monthly commitment | X | ||||
| Monthly overage available with customer approval of charges | X | X | X | X | |
| Ability to accumulate hours | X (up to 2x) |
X (up to 10 hrs) |
|||
| Ability to adjust hourly commitment quarterly | X | ||||
| Graduated cost per hour based on number of hours purchased | lowest | highest |
* When a question involves logging into the client account, this work will be charged against contract hours.
