WAC ProActiveCare
WAC ProActiveCare is our access and support plan. It is available in different levels and configurations to match our client’s needs.
Our current offering consists of the following plan levels for NetSuite Clients: Silver, Gold, Platinum, and Black. All plans consist of a group of basic features. Additional features are available on higher level plans.
Basic Plan Features
Help Desk Support
You will be allowed unlimited support calls. A support call is defined as a call to a qualified product representative that is informational in nature and normally will not last more than 15 minutes. Help desk is designed to remind trained users about product features and to clarify options within the product.
Incident Calls
You are entitled to a number of incident calls per year as defined by your plan. An incident call means that an analyst will gather information about the problem, including a review of live data if necessary. The analyst will determine what action is required. If there is a quick fix (within 1 hour), the problem will be resolved as quickly as possible at no additional cost. Otherwise, a price quote will be provided. Additional calls over the number included in the plan will be charged per the current pricing schedule.
Guaranteed Response Time
WAC Solution Partners guarantees that a qualified technical support analyst will respond to your call within the time specified by your plan.
Employee Training
According to your plan employees may attend a specific number of training sessions free of charge.
Additional Features
These features are only available in plans above the Silver level.
Upgrade Testing
NetSuite upgrades all client installations twice each year. Prior to the scheduled upgrade date testing of the software in the new version is available in a separate test environment. Assistance in testing is available depending upon your plan.
Periodic Review
At least once a year, we will meet with you to evaluate your system, delineate problem areas, discuss improvements and enhancements and develop a “roadmap” plan for the next 12 months.
WAC ProActiveCare for NetSuite
* Client must maintain 1 NetSuite User or Solution Provider license for the exclusive use of WAC or response time will revert to “Best Effort.”
** Black Level Notes: Response time is “As Soon As Possible” with a guarantee of 4 hours and will be given priority over all Platinum Level requests. Custom 2 hour response time plans are available. Sample custom plans are available.
*** Best Effort: No guarantee of response. We will make our best effort considering our resources and commitments. All those customers “On Plan” will be served first in order of priority.
Travel time for on-site visits to local clients is billed portal to portal one way with the first 15 minutes exempt. All additional and/or commercial travel, food and lodging costs incidental to on-site visits are reimbursable unless specifically addressed in a scope of work.