Frequently Asked Questions
Still have questions? Take a look at the FAQ or schedule a free strategy call with an expert.
Sales & Engagement FAQs
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Normaly provides NetSuite and Celigo consulting and implementation services, including audits, setup, optimization, automation, integration enhancements, and post-deployment stabilization.
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If you already know where issues exist, you can purchase a specific service directly. If you’re unsure, a free consultation helps confirm the best-fit service before moving forward.
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Yes. We offer a free 30-minute call to answer questions, understand your goals, and confirm whether a Normaly service is the right fit—no pressure or commitment.
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You’ll work directly with experienced Normaly specialists responsible for both solution design and delivery. We maintain clear ownership throughout the engagement, with no handoffs to unprepared or junior-only resources.
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Normaly is built around ownership, transparency, and long-term system stability. We focus on making systems quiet and predictable by sharing knowledge, documenting decisions, and setting teams up for success—rather than creating ongoing dependency or constant firefighting.
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After booking, you’ll receive a confirmation email with meeting details. The call focuses on understanding your setup, answering questions, and confirming fit. After the call, we’ll share meeting notes and a recommended service. If you choose to move forward, you can complete checkout on the website, and onboarding begins once your order is confirmed.
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Yes. Most Normaly engagements focus on improving, stabilizing, or optimizing existing NetSuite and Celigo environments rather than building from scratch.
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Yes. Normaly works with companies globally. Engagements are delivered remotely, scheduling is coordinated across time zones, and English is the primary language used for communication and documentation.
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Normaly provides a standard post-deployment support period with every service, with optional extended support available if needed. Beyond that, ongoing ownership or additional work is handled through clearly scoped follow-on engagements to keep systems stable and predictable.
Ordering, Checkout & Payment FAQs
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Services can be purchased directly through the Normaly website. Once you select a service or add-on, you can complete checkout online to confirm your engagement.
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We accept major credit and debit cards via Stripe. All payments are processed securely.
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Payment is due in full at checkout unless otherwise stated in a written agreement.
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Refund eligibility depends on the service type and whether work has begun. In general, a full refund may be requested before service delivery begins. Once work has started or deliverables are shared, services are considered rendered and are non-refundable. Please review our Refund & Cancellation Policy for full details.
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Partial refunds are not offered once services have begun. Due to the custom and irreversible nature of professional services, work is considered rendered upon commencement as defined in our Refund & Cancellation Policy.
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Yes. Add-on services, including extended post-deployment support, can be purchased separately after the initial service if needed.
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Sales tax or VAT may be applied where required by law, depending on your location and the nature of the service.
Cancellations, Refunds & Rescheduling FAQs
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Yes. Orders may be cancelled before service delivery begins. Once work has started, services are considered rendered and cancellations do not qualify for a refund, as outlined in our Refund & Cancellation Policy.
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Refund eligibility depends on the service type and whether work has begun. In general, a full refund may be requested before service delivery begins. Once services are rendered, shared, or accessed, they are non-refundable. Full details are available in our Refund & Cancellation Policy.
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Once work has started, services are considered rendered and are non-refundable. This includes cases where system access has been granted, configuration or build work has begun, or deliverables or guidance have been shared.
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Yes. Calls may be rescheduled with reasonable notice using the booking link provided in your confirmation email. Engagement start dates may be adjusted by mutual agreement prior to service commencement.
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If Normaly needs to reschedule a call or engagement, we will provide notice and coordinate a new time promptly. Rescheduling does not affect refund eligibility or the status of your purchase.
Delivery & Process FAQs
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After purchase, you’ll receive a confirmation email outlining next steps. We’ll initiate onboarding, request any required access or information, and confirm timelines before work begins.
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Depending on the service, we may request system access, documentation, credentials, or business context. All requirements are communicated clearly before work begins, and services do not start without client approval.
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Initial proposals are typically provided within 48–72 hours after discovery. Delivery timelines then vary by service and scope and may be adjusted based on complexity, access readiness, or client responsiveness.
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Communication is managed through a shared Notion dashboard, where clients can view progress, comment on active tasks, and provide approvals. Additional communication may take place via email or another agreed-upon channel. Post-deployment issues are submitted through the Normaly client support portal.
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Yes. Documentation and handover guidance are provided as part of every engagement, including a summary of what was delivered, key decisions made, and instructions for operating or maintaining the solution.
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Client approval is obtained before work begins and at key delivery stages where required. Approval confirms authorization to proceed and, where applicable, transition services to a non-refundable state.
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Yes. Where applicable, we provide walkthroughs or guidance for the stakeholders responsible for operating the delivered solution, so post-go-live usage and debugging are straightforward.
Post-Deployment Support (PDS) FAQs
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Post-deployment support covers bug fixes and minor refinements required to ensure the delivered solution behaves as designed in production. It does not include new features or scope expansion.
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Support does not include new integrations, major workflow changes, platform migrations, or changes driven by new business requirements.
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A bug is behavior that does not match the agreed implementation. A change alters behavior beyond the original design and may require a new scope.
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Minor changes are small adjustments within the original scope that do not introduce new logic, integrations, or workflows.
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Unlimited changes refers to bug fixes and refinements within the original scope. It does not include redesigns, new features, or new integrations.
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Support requests during Post-Deployment Support (PDS) are submitted through the Normaly client support portal. Depending on the plan, additional communication may occur via email or a dedicated channel, with priority handling during the active support window.
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Requests outside the original scope are reviewed separately and may be proposed as a new, clearly scoped engagement.
Legal, Privacy & Compliance FAQs
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Normaly maintains strict internal confidentiality obligations. All team members and contractors are contractually bound to protect client and Normaly data. If a client requires an NDA, this can be reviewed and signed prior to the start of an engagement.
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Client data is handled in accordance with Normaly’s Privacy Policy. We collect and use only the minimum data required to deliver services, restrict access to authorized personnel, and do not sell or misuse client data.
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Client data is stored with trusted, US-based service providers used to operate Normaly’s website, payments, and service delivery systems. We do not host our own infrastructure or store data outside these platforms.
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Yes. Production system access may be required to deliver services such as audits, implementations, integrations, or support. Access is limited to what is necessary, used only for service delivery, and revoked when no longer required.
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Yes. Normaly follows industry best practices, including least-privilege access, secure credential handling, access logging where available, and confidentiality obligations for all personnel involved in service delivery.
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Clients own the work delivered for their systems once payment obligations are met. Normaly retains the right to reuse general knowledge, patterns, and non-client-specific expertise developed during engagements.