NetSuite Managed Support
Named-consultant support for live NetSuite systems across the UK and Europe: issue resolution, optimisation, training and upgrades, on a predictable monthly retainer.
Book a free consultationWho We Already Support
We support NetSuite for a range of growing businesses, including Alpega, PON.BIKE, Aryza, Omniplex Learning, TOSIBOX, Sellpy, and Inclusive Employers.
“Partnering with TrueVantage has been a game-changer. They bring expertise and solutions that help us in our day-to-day business, and their support and insights make our success possible.”
Bas Buiting · Head of Billing & Business Apps, Alpega
What Are the Benefits?
Just some of the benefits our existing support customers have been able to realise are:
- Free your finance team. They stop being NetSuite’s help desk and get capacity back for higher-value work.
- A senior bench on demand. Finance-experienced NetSuite consultants, instead of the risk of a single in-house hire.
- Fewer stalled month-ends. Issues resolved fast by people who already know your build.
- A system that keeps pace. Proactive optimisation as you grow, not reactive fixes.
What Managed NetSuite Support Covers
A genuine managed partner does more than fix tickets. Our NetSuite support spans five areas, delivered by named consultants who learn your account and stay with it.
- A dedicated support team. Named consultants who learn your account and stay with it, so you speak to the same people each time.
- NetSuite issue resolution. Ongoing issues with NetSuite and its integrations, managed in a shared task system with SLA-prioritised response by severity.
- System and process optimisation. We scope and deliver improvements, new features, saved searches, reports and workbooks, so the solution grows with you.
- NetSuite training. For new features, new starters, or refreshers; functional or technical.
- Upgrade testing and readiness. We fully manage testing for the twice-yearly NetSuite releases, so business as usual is never interrupted.
Work is raised and tracked in one place, with regular check-ins:
✓MS Teams channel
✓Client ticket portal
✓Scheduled progress calls
Managed Partner Support vs NetSuite ACS
If you run a live NetSuite system, you have three main ways to resource its ongoing change:
| Managed partner (TrueVantage) | NetSuite ACS | Ad-hoc / break-fix | |
|---|---|---|---|
| Who delivers it | Named senior UK consultants | NetSuite’s in-house teams | Whoever is free, per request |
| What it covers | Issue resolution, optimisation, reporting, integrations, training, upgrades and new development | Prescriptive product-optimisation guidance (Advise, Monitor, Optimize, Architect) | Reactive break-fix only |
| Continuity | The same named team from go-live onward | First-party, programme-based | None; starts cold each time |
| Best for | Businesses that want reliability, a consistent named team, and fast response | Teams wanting first-party Oracle assurance | Stable systems with occasional needs |
For most growing UK and European mid-market firms, a hands-on partner who knows your build and stays with it is the better long-term fit. ACS suits teams who specifically want a first-party Oracle programme.
Compare NetSuite ACS vs a managed support partner in our full guide →
We do things differently at TrueVantage
Expertise & Experience
NetSuite expertise across all industry verticals and NetSuite products.
Responsive Dynamism
We prioritise your needs with a focused, agile team ready to act swiftly, ensuring we’re your dynamic partner in progress.
Senior-Led Partnership
Senior, named consultants who learn your NetSuite build and stay with your account — the continuity that resolves issues faster and keeps the platform reliable as you grow.
Unique Project Delivery
TrueVantage crafts success with a project delivery approach tailored through years of successful implementations.
Our NetSuite Support Packages
We offer bespoke packages; these are our standard tiers, and scope flexes as your needs change.
| Package | Essential Edgefrom£1,650per month | Momentumfrom£2,200per month | Most popularSuccess Planfrom£2,750per month | Strategic TrackContact ustailored |
|---|---|---|---|---|
| Hours / month | 12h | 16h | 20h | 40h |
| Critical issues | Within 24h | Within 24h | Within 4h | Within 2h |
| Standard issues | Within 48h | Within 24h | Within 24h | Within 12h |
| Minor issues | Within 48h | Within 48h | Within 48h | Within 48h |
| Dedicated Teams channel | — | — | ✓ | ✓ |
| Ticket portal | ✓ | ✓ | ✓ | ✓ |
Most popular
Success Plan
from £2,750 per month
- Hours / month
- 20h
- Critical issues
- Within 4h
- Standard issues
- Within 24h
- Minor issues
- Within 48h
- Dedicated Teams channel
- Yes
- Ticket portal
- Yes
Essential Edge
from £1,650 per month
- Hours / month
- 12h
- Critical issues
- Within 24h
- Standard issues
- Within 48h
- Minor issues
- Within 48h
- Dedicated Teams channel
- No
- Ticket portal
- Yes
Momentum
from £2,200 per month
- Hours / month
- 16h
- Critical issues
- Within 24h
- Standard issues
- Within 24h
- Minor issues
- Within 48h
- Dedicated Teams channel
- No
- Ticket portal
- Yes
Strategic Track
Contact us tailored
- Hours / month
- 40h
- Critical issues
- Within 2h
- Standard issues
- Within 12h
- Minor issues
- Within 48h
- Dedicated Teams channel
- Yes
- Ticket portal
- Yes
Indicative prices, exclude VAT. Response times are working-day based and graded by severity (critical = blocking a business process). All packages include discounted professional-services rates.
Book a free NetSuite support consultation
Book a free one-hour consultation. We’ll map your current NetSuite setup and the best route forward, with no obligation.
Reviewed June 2026
NetSuite support services provide ongoing technical and functional assistance for businesses running Oracle NetSuite. TrueVantage offers four managed support packages: Essential Edge, Momentum, Success Plan, and Strategic Track, ranging from 12 to 40+ hours per month, with named UK-based consultants.
Frequently Asked Questions
What does NetSuite managed support include?
TrueVantage NetSuite managed support covers five areas, all delivered by the same named consultants who learn your build and stay with your account. First, a dedicated support team — you speak to the same people each time, not a rotating queue. Second, issue resolution for NetSuite and its integrations, tracked in a shared ticket portal and prioritised by severity against your SLA. Third, system and process optimisation: new features, saved searches, reports and workbooks, scoped and built so the platform keeps growing with the business. Fourth, NetSuite training for new features, new starters, or refreshers — functional or technical, pitched at the level your team needs. Fifth, upgrade testing and readiness: we manage testing for NetSuite’s twice-yearly releases so business as usual is never interrupted. Work is raised in one place, with a dedicated Teams channel on higher tiers.
How much does NetSuite support cost in the UK?
TrueVantage offers four managed support tiers, priced on a monthly retainer with a fixed allocation of hours. Essential Edge provides 12 hours a month from £1,650; Momentum provides 16 hours from £2,200; Success Plan provides 20 hours from £2,750 with faster SLAs and a dedicated Teams channel; and Strategic Track provides 40 or more hours with our best response times — contact us for tailored pricing. All prices exclude VAT and include discounted professional-services rates. These figures are indicative rather than a rate card: we scope each package against your NetSuite footprint and how much change you have coming, so the final hours, response times and price follow from that conversation. Most businesses find a managed package more predictable, and better value, than ad-hoc work once they are past go-live.
Can you support a NetSuite system implemented by another partner?
Yes. A significant share of our support clients originally implemented with a different partner, and some come to us from NetSuite’s own Advanced Customer Support (ACS) programme. Onboarding starts with a structured system review: we document your configuration, customisations, integrations and open issues, so the team supporting you understands how your NetSuite was actually built rather than working from assumptions. From there you get named consultants who stay with your account. There is no requirement to have implemented with TrueVantage, and no penalty in service level — systems we didn’t build get the same SLAs, the same proactive reviews and the same upgrade management as systems we did. If you are currently mid-contract elsewhere, we can run the review before you switch.
Do I get a named support contact?
Yes. Every TrueVantage support client is assigned named consultants who learn your system and business processes and stay with your account. You speak to the same people each time — not a rotating ticket queue — which means faster resolution, because nobody has to re-learn your build before they can help, and advice that is specific to your configuration rather than generic best practice. Where TrueVantage also implemented your system, part of the implementation team remains involved on the support side, or we run a full knowledge transfer with the original implementers available for follow-up calls. Either way, nobody starts from zero. On higher tiers you also get a dedicated MS Teams channel, so questions reach your consultants directly rather than through a switchboard.
What are TrueVantage's NetSuite support hours?
Standard support runs across UK business hours, with response times that are SLA-backed and graded by severity: a critical issue is one blocking a business process, a standard issue needs attention soon but is not blocking, and minor items cover guidance and how-to questions. Response commitments improve as you move up the tiers — critical issues are answered within 24 hours on Essential Edge and Momentum, within 4 hours on Success Plan, and within 2 working hours on Strategic Track. Standard issues range from 48 hours down to 12 depending on tier. For businesses with international operations or teams outside UK hours, extended coverage can be discussed as part of scoping your package — several of our support clients operate across the UK and Europe.
What is the difference between ad-hoc and managed NetSuite support?
Ad-hoc support is pay-as-you-go: you raise a request, we quote, and work starts when the quote is approved — sensible for stable systems with occasional needs. Managed support is a monthly retainer with a fixed allocation of hours, guaranteed SLA response times, named consultants and proactive system reviews. The practical differences show up in speed and continuity: with a retainer there is no quoting delay on each request, the team already knows your build, and severity-graded SLAs mean a blocking issue gets picked up in hours rather than whenever a slot is free. Ad-hoc help also starts cold each time. Most businesses find a managed package more predictable, and better value, than ad-hoc work once they are past the initial go-live period and the pace of change settles into a rhythm.
What is NetSuite ACS, and how is a managed support partner different?
NetSuite Advanced Customer Support (ACS) is NetSuite’s own managed-services programme — prescriptive optimisation guidance and hands-on configuration from NetSuite’s in-house teams, sold in four levels (Advise, Monitor, Optimize, Architect). It sits above the standard SuiteSupport product support that comes with a NetSuite licence. An independent managed partner like TrueVantage gives you a named senior team that does more: issue resolution, reporting, training, integrations, upgrade management and new development, with continuity from implementation onward and advice specific to your configuration. Many businesses choose a partner when they want a hands-on relationship and flexibility; ACS suits teams who specifically want first-party programme delivery. We compare the two models side by side — scope, continuity and pricing — in our full guide to choosing between NetSuite ACS and a managed support partner.
How quickly do you respond to NetSuite issues?
Response times are SLA-backed and graded by severity. A critical issue — one blocking a business process, such as a stopped order flow or a failed integration run — is answered within 24 hours on Essential Edge and Momentum, within 4 hours on Success Plan, and within 2 working hours on Strategic Track. Standard issues that need attention but are not blocking are picked up within 48 hours on the entry tiers, 24 hours on Success Plan and 12 hours on Strategic Track; minor how-to questions are answered within 48 hours on every tier. Because your consultants already know your configuration, response and resolution are not separated by a long discovery phase: the person who picks up your ticket is usually the person who built or supports that part of your system.