FHL Cloud Solutions

NetSuite Professional Services

FHL partners with organisations to achieve properly configured business systems that meet business needs in a practical, timely and cost-effective manner.
FHL extends the offer of partnership to provide system optimisation, operational support and extended functionality.

FHL is designed to operate as a consulting and solution led NetSuite practice.

Features

  • Project management office
  • Dedicated quality control and assurance function
  • Standard and bespoke training courses
  • Consulting and Solution Led Practice
  • Rapid Standard Features Deployment Options
  • Advanced , bespoke configuration options
  • ISO9001 and ISO27001 accredited partner
  • Streamline organisations processes
  • Corrective deployment of existing systems
  • On-going support options

Benefits

  • Access to specialist accounting resources
  • Trusted collaboration partner, providing experienced advice
  • Knowledge transfer delivery approach
  • Structured internal training, competency and development programme
  • Individual's as points of contact
  • Client confidence in the service provider
  • Established, proven processes
  • Interactive training approach
  • Implementation efficiency
  • Trusted partner throughout solution lifecycle

Pricing

£440.00 per unit per day

Service documents

G-Cloud 11

335773415575305

FHL Cloud Solutions

Matthew Goldstraw

01270630300

matthew.goldstraw@fhl.co.uk

Planning

Planning
Planning service Yes
How the planning service works FHL promotes the use of the following collaborative methodology which is a practical and abbreviated form of Oracle’s Application Implementation Method (AIM). This is particularly suited to deployment on an accelerated timescale with minimum bureaucracy.

The methodology is a general approach that includes six stages as shown below. Each stage segregates work into a manageable block with distinct tasks. This segmentation provides the ability to assess progress and establish near-term milestones.

Not all projects will always use all stages and complete all the activities outlined in this methodology. The staged approach is flexible enough to allow specific requirements to be addressed and for methods and techniques to be selected and applied as appropriate.

•Specification
•Initiation
•Configuration
•Preparation
•Deployment
•Support

FHL use sandbox environments (mirrors of the production system) for testing, training and user acceptance testing. Sandbox environments allow development, customisations and testing/training to occur in isolation from the production account.
Planning service works with specific services Yes
Hosting or software services the planning service works with NetSuite

Training

Training
Training service provided Yes
How the training service works Training is for Oracle NetSuite and is a key aspect of the implementation process, as the successful adoption of the system relies upon understanding NetSuite core processes.

FHL seeks to undertake a one-to-one relationship with a key stakeholder (‘Super-User’) within the business and to train them to Administrator standard during the Configuration Stage.

For general user training, FHL ordinarily adopts a train-the-trainer approach, whereby G-Cloud will identify key personnel to undertake the training and then lead further training sessions for the end users.

The delivery of each course consists of:
•PowerPoint Presentation.

•Presentation Notes & Handouts.

•Practical tasks and exercises to enable the user to practice NetSuite procedures.

•Question and Answers session to ascertain/promote understanding.
Training is tied to specific services Yes
Services the training service works with Netsuite.

Setup and migration

Setup and migration
Setup or migration service available Yes
How the setup or migration service works The import process consists of four stages:

1.Customer guidance on NetSuite import templates, data structures, import routines and procedures.

2.Initial import of sample data.

3.Full import of all data.

4.Testing and completion certification.

FHL will provide templates and guidance for each of the required import types which, will be expected to extract, cleanse and format data from existing systems in the appropriate way to match the requirements of each of the import types.
Setup or migration service is for specific cloud services Yes
List of supported services Netsuite.

Quality assurance and performance testing

Quality assurance and performance testing
Quality assurance and performance testing service Yes
How the quality assurance and performance testing works Quality Assurance testing is concerned with ensuring that implementation and development activities comply with internal standards.

FHL has established ‘Development Standards’ that ensure customisation is developed in a robust, readable and maintainable way. A set of ‘Implementation Standards’ ensures that configuration of the NetSuite application is standardised and uses best practice.

Quality Control testing ensures that the functionality delivered via the implementation and development activities meets the requirements and/or specification.

The Preparation stage consists of training and testing activities and is used to validate that the implementation meets the requirements detailed in the Specification stage.

User Acceptance Testing (UAT) is carried out to ensure that the required business processes are fully supported. Final configuration and customisations take place following feedback from UAT.

Security testing

Security testing
Security services No

Ongoing support

Ongoing support
Ongoing support service Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
How the support service works Support is provided by FHL’s dedicated Operational Support team. As a system is made live, FHL transition the level of support from Project to Operational Support. FHL provides a banded system for monthly Operational Support; a suitable band is recommended based on the level of customisation, functional scope and number of users.

The Operational Support team review and investigate all cases raised. The support team are engaged throughout the implementation, so they are familiar with the system and any configuration or customisations. The Operational Support service also gives clients access to a range of technical teams as required.

FHL’s standard Operational Support hours are 8am – 6pm, although there are extended options available including evenings and weekends.

Service scope

Service scope
Service constraints FHL only provides support relating the NetSuite cloud platform; FHL generally provides support remotely, during UK business hours; onsite support and out-of-hours support can be made by arrangement (additional costs apply).

User support

User support
Email or online ticketing support Yes, at extra cost
Support response times FHL aim to achieve performance targets: Per calendar month, 95% of recorded support cases where an initial response/resolution has been received within a target timeframe based on the priority and severity of the question or issue raised.

The ticketing system measures response and resolution times against targets. New tickets can be raised, and updates to existing tickets viewed, at anytime through the online customer centre.
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Support levels The Operational Support team review and investigate all cases raised. The support team are engaged throughout the implementation, so they are familiar with the system and configuration or customisations. The Operational Support service also gives clients access to a range of technical teams as required.

FHL’s standard Operational Support hours are 8am – 6pm, although there are extended options available including evenings and weekends.

A tailored support offering dependent on the client’s individual requirements can be provided for assisting clients outside of core support hours.

The core supported hours can be increased (Additional charge would depend on the hours required, NetSuite configuration and level of system customisation).

Support outside of core hours can be provided by charging an on-call fee, charged in accordance to the FHL rate card if the service is invoked. (The on-call charge would depend on the client’s requirements, NetSuite configuration and level of system customisation)

FHL provides cloud support engineers remotely and NetSuite is used as the ticketing system ensuring a clear audit of communication is available. The ticketing system measures response and resolution times against targets. New tickets can be raised, and updates to existing tickets viewed, at any time through the online customer centre.

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance None

Pricing

Pricing
Price £440.00 per unit per day
Discount for educational organisations No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Terms and conditions
Service documents
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