Long-Lasting NetSuite Assistance: A Guide to Hypercare, Post-Go-Live, and Managed Service Support
After going live, a NetSuite ERP will still need corrections, maintenance, adjustments, and more. Post-implementation support keeps your system at peak performance.
Implementing a NetSuite Enterprise Resource Planning (ERP) system often feels like setting sail on uncharted waters. The journey is fraught with challenges and requires careful preparation, execution, and post-implementation support, a pivotal phase that ensures the ship stays its course.
That support can take the form of a service called “hypercare,” which tackles urgent issues arising immediately after go-live. It may also involve long-term partnerships like post-go-live support or managed service plans that adjust and maintain the system in the months and years after launch so that it evolves with your company.
We know how important it is for your NetSuite ERP system to feel intuitive and work as expected, so it eases staff burdens. SuiteDynamics hypercare gives your software the final adjustments it needs to operate with the highest level of efficiency.
Explore our post-implementation guide below, and then schedule a consultation with SuiteDynamics experts today to discuss what hypercare might involve for your system. You’ll discover how well your business can run with a NetSuite ERP.
What Is the Meaning of Hypercare?
Implementing an ERP isn’t like installing a web application. You can’t download a program and click a few buttons to get it started. Instead, a team of trained professionals must configure each piece of this complex software before it can boost efficiency and productivity within your operation.
So, naturally, launching the system is also a complex process, and a lot could go wrong. Your shipping workflow could malfunction and send products to the incorrect warehouse. Or perhaps your SuiteCommerce website's performance may not be up to par.
ERP implementers work hard to produce the best possible system before implementation, and they test the software exhaustively before a launch date. Yet, there’s no way to catch all the bugs.
That’s why SuiteDynamics offers hypercare, an intense level of NetSuite assistance that corrects urgent issues before they impact your business.
“Clients ask for hypercare when they want us to do anything to keep their business moving,” SuiteDynamics Project Management Lead Chaise Katzer explains. “For example, a client may not be able to ship products because something’s not printing. So, we'll immediately jump on that, and we'll do the most critical issues first.”
Katzer says hypercare service places SuiteDynamics experts on call, ready to fix any issues you face while navigating a newly launched system. You can even turn hypercare into follow-the-sun (FTS) support, which offers 24/7 NetSuite assistance. FTS service benefits companies in different time zones that must conduct business while American IT experts are typically asleep.
Larger companies often request hypercare because they have more complex systems with a higher risk of errors and more at stake when a system malfunctions. The service usually lasts less than a month. By then, our team has worked out the bugs so the system operates smoothly and cohesively, as clients expect.
What Is an Example of Hypercare?
In February 2024, SuiteDynamics launched a NetSuite ERP platform for a large security system supplier based in Australia. Of course, the team tested the software carefully before go-live. Still, the system was so complex that no experts could iron out all the kinks. Therefore, right after go-live, our team went into hypercare mode and got ready to fix any issues the client needed.
It didn't take the client long to discover a software glitch that hindered product shipment. Its warehouses were getting backed up, and the company was losing revenue by the hour. We tackled the problem immediately, working outside of office hours to correct the issue and get products shipped.
Our team solved the problem within 24 hours, and the client’s business proceeded as if nothing had happened.
What Is the Difference Between Hypercare and Post-Go-Live Support?
Hypercare can feel chaotic as tech experts work bugs out of the system. Yet, the commotion is temporary and calms within a few weeks.
Still, your company may discover more issues as you learn the new software. Processes may need further adjustment, or the staff may want extra training on certain tasks. SuiteDynamics offers post-go-live support to help companies navigate these obstacles and maximize their NetSuite systems from the beginning.
“Clients choose post-go-live support if they, for example, need help adjusting this person's role or this PDF template,” Chaise Katzer says. “It’s stuff that's not business-critical per se.”
The SuiteDynamics team provides post-go-live support up to a year after the launch. We offer various services—such as scripting and customizations, workflow management, integration, and automation—that keep the system running and adjust it to a client’s exact needs.
Katzer says it’s a lower-priority level of assistance compared to hypercare. It simply helps companies tweak their systems as they go.
“So really, hypercare keeps support at the ready,” he explains. “Post-go-live support is less expensive, so the tasks can wait until tomorrow when we come back to work. With hypercare, we fix it now.”
SuiteDynamics experts can explain what post-go-live support might entail for your company during a free consultation. We’ll discuss how you want your system to run and what services might take your NetSuite instance to the next level.
What Are Managed Services?
Think of Managed Service Plans as more of a long-term partnership. Clients who opt for these packages engage our team for ongoing support, maintenance, monitoring, and optimization. They may also want to add modules as their organization evolves. For example, a business may want to add NetSuite's Fixed Asset Management module after go-live, when journal entries become too cumbersome.
Essentially, Managed Services ensure the system remains robust, secure, and aligned with an organization's evolving needs.
These plans offer specialized expertise, reduce the burden on internal IT staff, and improve operational efficiency so your company can focus on core business functions. They can last from a few months to several years after go-live.
As a SuiteDynamics client, you can incorporate post-go-live support into a managed service plan and keep our team on retainer for a certain amount of monthly hours. We’ll devote this time to optimizing your software and adjusting it to address new issues as they arise. You can also create a comprehensive list of desired post-go-live tasks after implementation, and we’ll take care of them as a project subset.
“We do find that clients are happier if they go the managed service route simply from the fact that they can continue that relationship as long as it makes sense,” Pometto says. “They can continue to find new and better ways to operate the system. They get happier and happier with it as time goes on.”
Schedule a free consultation with SuiteDynamics experts to learn more about incorporating hypercare into your managed services plan. We’ll ensure your NetSuite ERP system always meets your company's needs.
How Does Post-Implementation Support Optimize a NetSuite ERP?
While conducting managed services or post-go-live support, the SuiteDynamics team evaluates how your NetSuite ERP operates according to the 5 ERP Imperatives.
- Customer Experience: Does the system fully meet your customers’ needs? How can it function better and improve customer relations?
- Employee Experience: How easily can employees accomplish tasks in the system? Can the system be more streamlined and easier to navigate?
- Business Delivery: Is the entire business process—from sale to delivery—as seamless as possible? Is it sustainable and repeatable?
- Operational Controls: How easily can you visualize data? How well do your dashboards, KPIs, and forecasts collect and present information?
- Clear ROI: Are you getting the expected return on your NetSuite investment? How can our team improve your system and increase that return?
After completing the evaluation, we task the right SuiteDynamics experts to fine-tune your system for optimal operation.
Ensure Your ERP Operates at the Highest Level
A NetSuite implementation rarely ends with go-live. The system typically needs post-implementation support to address initial issues and ensure the software runs correctly.
Otherwise, you won’t have the chance to work out kinks. You’ll wind up with a malfunctioning system that stymies operations or doesn’t meet all your organization’s needs.
We know a NetSuite ERP system is a significant investment, so let’s get it right. Schedule a consultation with SuiteDynamics experts to discuss post-implementation assistance, including hypercare, post-go-live support, and managed services. We’ll help you maximize your system, ensuring a successful implementation and a complete digital transformation that helps your business stand out from the competition.
We pull information from NetSuite material, SuiteDynamics experts, and other reliable sources to compose our blog posts and educational pieces. We ensure they are as accurate as possible at the time of writing. However, software evolves quickly, and although we work to maintain these posts, some details may fall out of date. Contact SuiteDynamics experts for the latest information on NetSuite ERP systems.
Part of this text was generated using GPT-3, OpenAI’s large-scale language-generation model. After generating the draft language, our team edited, revised, and fact-checked it to ensure readability and accuracy. SuiteDynamics is ultimately responsible for the content of this blog post.
