Services
Managed Application Services
Ongoing NetSuite support without the ticket black hole. Reactive, Proactive, and Strategic packages sized to how fast you move.
What this engagement looks like
When NetSuite is live but still feels duct-taped, managed support is how you stabilize. Salora acts as an extension of finance and ops: break/fix with named SLAs, admin help, enhancements, and roadmap work from people who already know your account. Pick a package, or we scope a custom bundle when the instance does not fit a template.
- Faster turnaround than revolving-door vendors
- One team that remembers last month’s context
- Pre-defined SLAs, including critical-issue coverage
- A named package instead of an open-ended ticket pile
- Break/fix tickets with pre-defined SLAs
- Configuration and administration
- Roles and permission analysis
- New-release preview and guidance
- 24×7 coverage for system-down emergencies
MAS packages
Reactive. Proactive. Strategic.
Three named support packages. Reactive keeps the instance running. Proactive adds a dedicated lead, architect reviews, and enhancements. Strategic adds integrations, customizations, SuiteScript, and trend work.
Reactive
Break/fix, SLAs, and critical coverage when something is already on fire.
Proactive
A dedicated managed-services lead, architect reviews, and enhancements before the next close fight.
Strategic
The full bench: integrations, customizations, complex reporting, SuiteScript, and trend recommendations.
| Coverage | Reactive | Proactive | Strategic |
|---|---|---|---|
| Break/fix tickets | Included | Included | Included |
| Pre-defined SLAs | Included | Included | Included |
| 24/7 support for critical issues | Included | Included | Included |
| Client Q&A | Included | Included | Included |
| Module utilization | Included | Included | Included |
| Assistance with NetSuite cases | Included | Included | Included |
| Dedicated managed service lead | Not included | Included | Included |
| Architect review sessions | Not included | Included | Included |
| Proactive services coordination | Not included | Included | Included |
| Feature advisement | Not included | Included | Included |
| Enhancements | Not included | Included | Included |
| New release review | Not included | Included | Included |
| Integrations | Not included | Not included | Included |
| Customizations | Not included | Not included | Included |
| Complex reporting | Not included | Not included | Included |
| SuiteScripting | Not included | Not included | Included |
| Trend analysis and recommendations | Not included | Not included | Included |
What the packages typically cover
Configuration & administration
Configure and administer the instance against how the business actually runs, then keep recommending the next efficiency gain instead of waiting for a ticket.
New release assistance
NetSuite ships two major releases a year. We preview what matters for your modules, customizations, and integrations, then help you plan what to turn on.
Proactive services coordination
Maintenance and coordination so the instance does not only get attention when something is already broken.
Module and user utilization
Training and support so the licenses you already pay for are the ones people actually use.
Break/fix tickets with named SLAs
A time-bound agreement for how fast a ticket gets a response, instead of an open queue with no clock.
Roles & permission analysis
Review roles so the right people can close, pay, and ship without everyone sharing an admin login.
System maintenance & support
Ongoing admin so saved searches, workflows, and integrations do not silently rot between projects.
24×7 system-down coverage
Critical-issue support with a response target under one hour. We also escalate and advocate with NetSuite when the outage is on their side.
Definitions that matter on the contract
- Dedicated managed services lead (MSL)
- Owns onboarding, ticket flow, project guidance, and the conversation between Salora and your team so you are not re-explaining the instance every week.
- Architecture review sessions
- A quarterly review with a NetSuite solution architect: modules, customizations, and integrations, then a working session on what to change next.
- New release preview workshop
- Twice a year, your MSL walks the release that actually touches your account and helps you decide what to adopt, defer, or test in sandbox.
- Five-minute questions
- Short questions that can be answered in under five minutes do not need a techno-functional ticket. They sit on a one-business-day response SLA. Anything longer becomes a normal service request.
Questions teams ask
- Do we have to pick a named package?
- No. Reactive, Proactive, and Strategic are the starting bundles. If the instance needs a custom mix of hours, modules, or after-hours coverage, we scope that instead of forcing a tier.
- What counts as a critical issue?
- System-down or a stop-the-close failure: users cannot transact, payments cannot post, or a core integration is dead. Those tickets get 24×7 coverage with a response target under one hour.
- Is SuiteScript in every package?
- No. Break/fix and administration sit in every tier. Integrations, customizations, complex reporting, and SuiteScript are in Strategic. We can still quote that work separately on a lower tier.
Ready to pick a tier? Talk through Reactive, Proactive, or Strategic.
Ready to talk about Managed Application Services?
Whether you need a clean implementation, managed support, accounting coverage, or a native automation, Salora will meet you where the work actually is.