Help for existing customers.
Something not working as it should? Choose your route below to reach the right support team quickly. Our UK-based team are here to keep your systems running.
Two support desks, one aim: to keep you running.
This page is for existing customers. If you're looking for a new project or a quote, please contact our sales team, or request a demo to see our solutions working.
NetSuite customers
Log a case online with our NetSuite Support Desk, or email us. If you've been given access, you can also use our Customer Portal.
Legacy ERP customers
For Avante, InfoFlo, UniData, UniVerse and the other established systems we support, log a case online with our Help Desk, or email us.
Logging a NetSuite support ticket.
Log a case online, email netsuitehelp@webcontrol.co.uk or use the Customer Portal. Funnelling issues through your internal administrator or designated contact helps us receive clear, consolidated information.
To help us resolve your issue quickly, please include:
- A clear description of the problem.
- Steps to reproduce it.
- Screenshots or error messages.
- The role or user experiencing the issue.
- The impact on your operations (low, medium or high).
Just gone live? Your first 30 days after go-live follow a structured hypercare process. During this time, keep raising issues with your project team, who remain your primary point of contact before you move formally into support.
Support ticket or something new?
Work through these checks to route your request to the right place.
| Your request | Route |
|---|---|
| An error, failed workflow or something that previously worked now failing | Support ticket |
| A configuration question or minor adjustment, such as field behaviour or adding a field | Support ticket |
| New functionality or process changes, such as a new integration, redesign or new subsidiary | Scoped work |
| Training or onboarding new staff | Scoped work |
| Large data imports or corrections | Scoped work |
| Project-level work: discovery, documentation or multi-step delivery | Scoped work |
Scoped work is quoted or drawn from your enhancement hours. If you're not sure, or you don't have a support contract in place, contact your Customer Success Manager and we'll point you to the right next step.
NetSuite response and resolution times
We prioritise based on business impact. Priority 3 – Medium is the default. To raise a ticket as High or Critical, put the priority in your email subject line.
Priority 1 – Critical
Priority 2 – High
Priority 3 – Medium
Standard hours
Monday to Friday, 9:00am to 5:00pm (GMT).
Bank holidays
The Support Desk is closed on UK bank holidays, unless you have a critical system-down issue.
Christmas period
Between Christmas and New Year, support is for critical services only, and response times may vary.
Critical out of hours
Available depending on your support contract. Please check your contract documentation.
Logging a legacy ERP support case.
Log your issue online with our Help Desk, or email help@webcontrol.co.uk, and our dedicated support team will pick it up. Core support runs from 9am to 5pm, Monday to Friday.
- A dedicated support team who know your systems.
- Pre-arranged support outside core hours, for customers who want us on call early mornings, evenings, weekends or bank holidays.
- All changes to your systems are logged.
Legacy ERP standard service levels
Response times are measured from receipt of the ticket. SLAs can be tailored to each customer's needs.
Priority 1
Priority 2
Priority 3
Looking to change or extend your support?
Find out about our managed support tiers for NetSuite and our flexible support agreements for legacy ERP.