FarApp wants to ensure that you have a successful integration. This article lays out what you need to know about how the integrations work and what to expect.
Both you and FarApp are responsible for providing resources with the skills and availability required to complete integration tasks successfully and on time. We recommend that you have an experienced eCommerce specialist assigned to the integration who is familiar with data flows between the software applications.
For a successful implementation, you should follow the guidelines as described in the Prerequisites section below. You should complete the following prerequisites before the FarApp integration starts. If FarApp starts your integration before the prerequisites have been completed, it may result in a delayed or prolonged integration.
Before integrating with FarApp, you should:
- Sign up with FarApp.
- Have accounts/credentials for NetSuite, your marketplace(s), cart(s), and 3PL(s).
- Be familiar with using NetSuite, your marketplace(s), cart(s), and 3PL(s).
- Have a clear idea of what data will be synced between NetSuite and the marketplace, cart (e.g. order information, SKUs, quantity, price, product description, etc.)
- Make sure all items on your marketplace(s), cart(s) have SKUs that exactly match the SKU on the corresponding item in NetSuite.
- Be able to place orders on your marketplace(s), cart(s) because you will be creating test orders for FarApp during the course of the integration.
- Be able to enter orders manually into NetSuite with shipment and payment methods along with any other information you'd expect FarApp to post (e.g. discounts).
- Have NetSuite configured to calculate your taxes codes and rates correctly (i.e. your tax nexuses should be configured) so that orders entered into NetSuite properly reflect tax.
- Be able to fulfill orders/print labels/generate tracking numbers, etc. in your 3PL(s) or in NetSuite if you ship orders out of your warehouse.
- Be able to bill orders in your NetSuite.
- Be able to create an item in NetSuite and in the marketplace(s), cart(s) with the correct data that the marketplace(s), cart(s) is expecting (only applicable if setting up product sync).
- Be able to refund orders in NetSuite and in the marketplace(s), cart(s) (only applicable if setting up refund sync).
- Be able to supply FarApp with the sample/test data needed. For example, if FarApp requests sample orders to manually sync to NetSuite for you as tests, you should be able to provide the Order IDs for these orders. Common sample/test data needed are orders, fulfilled orders, products ready to sync, and refunded orders.
FarApp Integration Specialists work on multiple projects at once; they are not dedicated to your project on a full-time basis. Standard operating hours for FarApp resources are Monday through Friday 8am-6pm PT excluding holidays. If you request tasks to be done off-hours (i.e. weekends and/or weekdays before 8am PT or after 6pm PT), additional costs may apply.
FarApp works integrations through tickets. One ticket will be opened for the first feature sync to be integrated and a new ticket for the subsequent feature sync(s) will be opened after the first integration sync has been completed.
You should communicate through the appropriate ticket since it makes it easier to streamline updates and troubleshoot issues should they arise. Thus, please refrain from opening new tickets or responding to a different ticket. If necessary, scheduled calls can be made with the assigned Integration Specialist to clarify any configurations or to discuss the progress of the project. If you have selected Enterprise Integration support, you can either schedule a call or call the assigned Integration Specialist directly if needed.
You should expect the following integration times for leading practice integrations.
|Project Kick-off / Initiation||1 week|
|Order + Fulfillment Sync||1 week|
|Full Product Sync||2 weeks|
|Price and Quantity Sync (including Real-time Price and Quantity Sync)||1 week|
|Refund Sync||1 week|
|Add-On Syncs||Configure after go-live.|
|Settlement/Fees Sync (Amazon only)||Configure after go-live.|
Purchasing upgraded support does not reduce these integration times. Upgraded support allows FarApp to execute the integration steps on your behalf with input from you as needed.
The timelines listed above reflect the amount of time that is actually spent working on the integration. For example, if your Integration Specialist is waiting for necessary information for one week, that will extend the timeline by one week. You should answer questions from the FarApp Integration team and provide sample data in a timely fashion, which allows the integration to proceed on schedule. Diverging from leading practices can lead to a delayed integration and additional costs since these are not standard configurations and may require more time and resources to set up and support.
The timeline above is an average project schedule for standard functionality where there are no unexpected project delays such as change orders, third party delays, etc. Add-ons and customizations are not included in the timeline above and will increase target project period.
It is expected that you should know your workflow and know how you want it to work. Connectors will be set up in the Production environment(s). It is possible to connect to the NetSuite sandbox environment to FarApp and then switch to the production environment before Go-Live, but this will require additional testing to ensure the syncs are working properly and may extend the timeline of the integration. FarApp doesn't provide a separate sandbox account for integrations because it's unnecessary. If you want a sandbox and production connector running in parallel after Go-Live, there will be an extra charge and the FarApp Integration Specialist will only work on one connector. Sandbox accounts are only provided for a fee on an as-needed basis. If you require setting up a sandbox environment, you must inform the Integration Specialist prior to the start of the integration.
Changes to the integration timeline and pricing could occur if there are tasks that fall outside of the Integration Scope.
In order for the integration to be successful, you should be responsive, make timely decisions, and complete requested tasks in a timely manner. Many integration configurations rely on input from you, so if you don't respond timely, this could delay the integration.
FarApp is not responsible for overall project management for the implementation of software systems other than FarApp. FarApp is only responsible for the integration between NetSuite and the marketplace(s), cart(s) and 3PL(s) that we're connecting.
- It is your responsibility to manage third parties.
- If there's an issue with NetSuite, the marketplace, cart, or 3PL, it is your responsibility to contact NetSuite, the marketplace, cart, or 3PL to resolve the issue.
- If FarApp’s integration is completed, it will be considered closed regardless of whether your other projects are completed.
- Additional charges may apply for FarApp to participate in meetings such as requirements sessions, weekly progress session, etc. that involve other software systems and aren't focused on the FarApp integration portion.
The services in scope will be delivered in one project phase. If you want to implement a partial deployment of the integration, additional charges may apply to implement the remaining scope in a future project phase.
Any customizations (non-standard or not leading practice configurations) done in FarApp may increase your monthly support fee since it requires more time and resources to maintain.
Mappings are typically set up one-to-one. FarApp can handle one layer of logic (i.e. one if-then statement) within those mappings. If you require additional layers of logic, that should be done within NetSuite using workflows, formula fields, or scripts. If you need FarApp to handle that logic for you, your Integration Specialist will assess whether the request should be handled using mappings within FarApp.
Your integration specialist will set up the standard mappings for you (outlined in the mapping worksheet) plus 5 additional mappings. If you require additional mappings, your Integration Specialist will provide you with instructions on how to set those up and you will be responsible for testing to ensure they work properly.
Testing / Confirming Data Has Synced Properly
Test items/transactions are used to test and you should understand the possibility that something could potentially go wrong with those items/transactions during testing.
You are responsible for the following testing tasks:
- Creating the data necessary to test the configuration and mappings.
- Deleting any test data that was created during the course of this project.
- Confirming that an item, order, fulfillment, etc. posted as expected. Once the Integration Specialist receives your confirmation, that portion of the project will be completed and the Integration Specialist will move on to the next phase.
- If you return to make changes to the portion of the project that's already been completed, this will delay completion of the overall integration and additional charges may apply.
If you have verified with the Integration Specialist that the features they've configured for you are working properly and then you later make changes before Go-Live, then you are responsible if the syncs are no longer working. If the Integration Specialist needs to fix the configuration in order to get the sync(s) to work properly again, additional charges will incur.
If integration has started, but you no longer want to proceed with completing the integration, integration fees will not be refunded.
If a project is put on-hold, FarApp’s resources will be reassigned to other projects. FarApp will try to reach out to you before the project is put on hold. A project may be put on hold due to the following scenarios:
- If you are not ready to start the project or you do not respond within 2 weeks after the integration kick-off.
- If you do not respond within 1 week after the FarApp Integration Specialist requests information from you or you need to complete a task related to the integration.
- Once the project has started if you or a third party is unresponsive or stalls the project for more than 2 weeks.
- If invoice(s) for Integration Support is not paid within 1 week of receiving the invoice.
To reinstate an integration that has been put on-hold, additional charges may apply in order to provide resources to the integration, bring the Integration Specialist up to speed, or discuss topics previously addressed.
- All outstanding FarApp invoices must be paid and current before the integration will be reinstated.
- If there has been no communication from you for more than 30 days, then reintegration fees apply.
- FarApp's availability to reinstate the integration will be subject to resource availability.
- FarApp will attempt to assign the same Integration Specialist to the project, however, FarApp cannot guarantee the same resource will be assigned.
- FarApp reserves the right to put the project back on hold at any time if any outstanding invoice has not been paid.
The project will be considered canceled if the project has been on hold for 6 months or more. If you wish to restart the project, you and FarApp must execute a new project plan and a new integration fee will be charged.
The integration will be considered complete once all pre Go-Live milestones outlined in your project plan have been implemented, tested, and confirmed to be working. Once the integration has been completed, you should Go-Live within one week. You have a 3-day window after Go-Live to report any issues with the integration to your Integration Specialist. After 3 days, we assume your integration is working as expected and your account will be set live. Once your account is live, invoicing for the monthly subscription(s) will commence. Any issues or changes that occur after the Integration Completion will be handled as a support ticket unless you've purchased Enterprise ongoing support in which case you should reach out to your account manager directly. New support tickets can be created at https://support.farapp.com/hc/en-us/requests/new. You can also refer to the article for more details on support after you go live: How to Obtain FarApp Support.