Services
Managed Application Services
Ongoing NetSuite support with named SLAs. Reactive, Proactive, and Strategic packages based on how much coverage you need.
How the work runs
When NetSuite is live but still feels duct-taped, 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 mix when a standard package does not fit.
- Faster turnaround than revolving-door vendors
- One team that remembers last month’s context
- Pre-defined SLAs, including critical-issue coverage
- A package with agreed response times
- 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 support packages. Reactive keeps NetSuite 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 blocking close or production.
Proactive
A dedicated managed-services lead, architect reviews, and enhancements before the next month-end.
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 cover
Configuration & administration
Configure and administer NetSuite to match how you operate, then recommend the next change before it becomes 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 NetSuite does not only get attention when something is already broken.
Module and user utilization
Training and support so paid licenses get used.
Break/fix tickets with named SLAs
A time-bound agreement for how fast a ticket gets a response.
Roles & permission analysis
Review roles so the right people can close, pay, and ship. Stop 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 your setup 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 notes that apply to your modules 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 one of the three packages?
- No. Reactive, Proactive, and Strategic are the starting bundles. If you need a custom mix of hours, modules, or after-hours coverage, we scope that.
- 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?
Implementation, managed support, accounting, or a native app. Tell us where to start.