Response times vary by plan level. Enterprise clients get 1-hour response 24/7 for critical issues (system down, security breach, data integrity risk). Growth Plan clients get 2-hour response during extended hours, and Essential Plan clients get 4-hour response during business hours. All plans include after-hours escalation procedures for true emergencies.

Yes, up to 50% of unused hours roll over one quarter. For example, if you purchase the Essential Plan (60 hours/quarter) and use only 40 hours, 10 hours roll into next quarter. This provides flexibility for quarter-to-quarter variation in support needs without losing your investment.

Absolutely. Most clients have internal staff who understand business processes and handle first-level user questions. We augment your team with deep NetSuite technical expertise—handling development work, complex troubleshooting, system architecture, integration management, and strategic guidance. Think of us as your “NetSuite department” while your internal staff focuses on business process management, user training, and day-to-day operational support.

We maintain team redundancy and documentation to ensure seamless transitions. Multiple consultants familiarize themselves with your account, not just your primary contact. All customizations, configurations, and account knowledge are documented in our internal systems. If your primary consultant transitions to another role, we introduce their replacement, conduct knowledge transfer, and ensure continuity. Most clients Experience no disruption in service quality during consultant transitions.

Pre-Release (4-6 weeks before): We review Oracle’s release notes and identify 
features/changes relevant to your instance.

Testing (2-3 weeks before): We test critical workflows in your sandbox 
environment to identify any issues or required adjustments.

Communication (1 week before): We brief your team on relevant new features, 
required changes, and any testing results.

Post-Release: We monitor your production environment for any unexpected issues 
and address them immediately.

Training: We provide training on new features that benefit your business 
processes.

This proactive approach ensures releases enhance your system rather than disrupting it operations.

Yes. We routinely execute NDAs, Business Associate Agreements (BAAs for HIPAA compliance), and custom security agreements. Data security and confidentiality are top priorities. We can also work within client-specific security protocols, SOC 2 compliance requirements, and industry-specific regulations.

Yes. Approximately 60% of our managed services clients come to us from other implementation partners. We begin with a comprehensive assessment of your current NetSuite setup, document existing customizations, identify any issues or optimization opportunities, and develop a support plan tailored to your current state.
We’ve successfully supported NetSuite environments implemented by major partners.

We have deep expertise across several industries:

– Manufacturing: MRP, work orders, inventory management, shop floor control
– Wholesale Distribution: Multi-location inventory, EDI, 3PL integrations
– Professional Services: Project accounting, resource management, time tracking
– Software & SaaS: Subscription billing, revenue recognition, usage-based pricing
– Retail & eCommerce: Omnichannel, SuiteCommerce, marketplace integrations

Our cross-industry experience means we often identify solutions from one sector that can benefit businesses in others.

Transparency is critical. You receive monthly or quarterly reports (depending on plan
level) including:

Service Metrics:
– Total tickets submitted and resolved
– Average response times by priority level
– Hours used vs. allocated
– SLA performance (% of tickets meeting response time commitments)

System Health Metrics:
– NetSuite performance indicators (script execution times, search performance)
– Integration health (API call volumes, error rates)
– User adoption trends (login frequency, feature usage)

Strategic Summary:
– Key optimizations completed this period
– ROI impact of improvements made
– Recommendations for upcoming quarter
– Hours forecast for next quarter

Enterprise Plan clients receive quarterly business reviews where we present these
metrics, discuss strategic priorities, and align our support roadmap with your
business goals.

We offer several options:

Option 1: Purchase Additional Hours – Available at competitive rates for one-time overages.

Option 2: Upgrade Plan Level – If you’re consistently using more hours, we can upgrade you mid-quarter to the next tier (pro-rated).

Option 3: Project-Based Engagement – For large projects (major integrations, new module implementations, system overhauls), we can scope dedicated project work outside your managed services hours.

Most clients find the right plan level within 1-2 quarters as we learn your typical support patterns. We proactively recommend adjustments based on usage trends.

Yes. We provide several audit and compliance support services:

– Review and document your NetSuite security controls
– Validate role-based access and segregation of duties
– Generate audit trail reports and transaction history
– Document business processes and system workflows
– Provide SOX, HIPAA, GDPR, or industry-specific compliance assistance
– Train your team on maintaining compliance controls

Many clients engage us specifically before audits to ensure their NetSuite environment and documentation meet auditor expectations.

EPIQ, as a certified NetSuite partner, provides comprehensive managed services covering system administration, performance optimization, custom workflows, integrations, security and compliance checks, release management, and ongoing user support and training. Every service is tailored to ensure your NetSuite environment runs efficiently and continues to meet evolving business needs.

Unlike standard support that addresses issues reactively, EPIQ’s managed services take a proactive approach. We continuously monitor system health, optimize workflows, implement enhancements, and guide strategic improvements. This approach minimizes downtime, maximizes adoption, and aligns NetSuite with business growth.

 Yes. EPIQ has extensive experience managing complex NetSuite environments, including multi-entity operations, international subsidiaries, and multi-currency setups. Our team ensures seamless system performance, data integrity, and integration across all business units.

As organizations scale, EPIQ adapts their NetSuite environment to support new business processes, increased transaction volumes, additional integrations, and workflow customizations. We continuously refine the system so it remains aligned with operational and strategic goals.

EPIQ’s managed services help businesses leverage NetSuite as a strategic tool, not just software. This includes process improvement, adoption coaching, better reporting and analytics, risk mitigation, and actionable insights to guide decision-making.

Onboarding is efficient, typically completed in 1–3 weeks, depending on your NetSuite complexity. We begin with an environment assessment, establish governance and SLAs, and set up the support framework so your team experiences immediate benefits.

Absolutely. EPIQ supports global organizations, handling multi-currency transactions, cross-border compliance, regional reporting requirements, and multi-entity visibility. Our services ensure NetSuite runs consistently across all geographies.

EPIQ has supported manufacturing, wholesale distribution, retail, professional services, and software/SaaS companies. This industry expertise allows us to apply best practices, optimize workflows, and tailor NetSuite solutions for specific operational needs.

We measure success using key performance indicators such as system uptime, issue resolution speed, workflow efficiency, adoption rates, and alignment of NetSuite with business objectives. Regular reports ensure stakeholders can clearly see ROI and continuous improvements.