Support, licensing, and engagement model
Support, Licensing, and Engagement Model.
Lightbridge Software licenses each product on a subscription scoped to your instance and volume, not a published price list. Support runs through the same in-house engineers who built the product, not a ticket queue. Updates and bug fixes ship from that same team as NetSuite and the underlying platforms change.
The practical questions before a purchase.
Every Lightbridge Software product page states that the product is engineered and supported in-house by the team that wrote it. That claim is worth backing with the practical detail behind it: how licensing actually works, what support looks like once a product is live, how a bug fix or a platform change gets handled, and whether there is a way to try a product before committing. This page answers those questions directly.
How licensing works.
Subscription, per product
Each NetSuite extension and the Google Sheets Connector for Claude is licensed on a subscription, priced against your own instance and volume rather than off a published price list.
Scoped during a demo, not a form
Pricing and terms come out of a conversation about the product, your NetSuite account or environment, and the scale you run at, not a self-serve checkout.
No forced bundling
A subscription covers the product you license. Nothing here requires taking on a platform, a seat count, or a module you did not ask for.
Every product on the products page follows the same model: a subscription license, scoped to your NetSuite account or cloud environment during a demo conversation. Lightbridge does not publish list pricing on the marketing pages; current pricing against your own volume comes out of that conversation.
What support looks like in practice.
The team that built it answers
Support requests reach the same in-house engineers who designed and wrote the product, not a first-line ticket desk reading from a script.
One contact channel
Support runs through the same contact page and inbox used for a demo request or a sales question. There is no separate portal to learn.
General expectations, stated honestly
This page does not publish a fixed response-time guarantee. Reach out to discuss what response expectations make sense for how you run the product.
Updates and bug fixes ship from the same team.
A NetSuite extension or a cloud connector is software, and software needs upkeep. When NetSuite changes a workflow, a platform ships a new API version, or an issue turns up in the field, the engineers who wrote the product handle the fix, not a separate maintenance team working from a ticket description. Product improvements ship on an ongoing basis as customer feedback comes in, rather than waiting for an annual release cycle.
For the NetSuite extensions specifically, that means an update installs into your account the same way the product itself did, through the SuiteCloud Development Framework, without a separate migration project.
Starting with a demo, and a pilot if it fits.
Every product starts with a demo: describe the operational problem, the systems involved, and the scale you run at, and Lightbridge Software will walk through how the product handles it against your own situation. From there, ask about piloting the product before committing to a full subscription. The right shape of a pilot, a limited scope, a sandbox account, or a defined trial period, depends on the product and your own NetSuite instance or cloud environment, so it gets scoped directly in that conversation rather than offered as one fixed program on this page.
This page and the security page cover different ground.
This page covers the commercial and operational side of working with Lightbridge Software: licensing, support, updates, and how to start. The product security and data architecture page covers the technical side: encryption, access controls, audit logging, and where customer data actually lives, product by product. A buyer running a full evaluation typically wants both.
Support, licensing, and engagement: frequently asked questions
- How is Lightbridge Software licensed?
- Each product, the NetSuite extensions and the Google Sheets Connector for Claude alike, is licensed on a subscription. Lightbridge does not publish a fixed price list here: pricing is scoped to your NetSuite instance or environment and your volume during a demo conversation, then confirmed as part of the engagement.
- Who do I talk to for support after a product is live?
- The same in-house team that engineered the product. There is no offshore support desk or third-party staffing bench between the engineers who wrote the code and the person answering a support request. Support requests go through the same contact page used to request a demo.
- What should I expect for support response times?
- Lightbridge Software does not publish a fixed SLA response time on this page. What a reasonable response looks like depends on the product, how it is deployed, and the severity of the issue, so raise that question directly through the contact page and it will be discussed as part of scoping your engagement.
- How are updates and bug fixes handled?
- Lightbridge Software maintains every product it ships. When NetSuite changes a workflow, a platform ships a new API version, or an issue surfaces in the field, the same team that built the product handles the fix. Product improvements also ship on an ongoing basis as feedback comes in, rather than sitting in a backlog for an annual release.
- Is there a trial or pilot option before I commit to a subscription?
- Ask about it during a demo request. The right shape of a pilot, on a sandbox account, against a limited scope, or otherwise, depends on the product and your own NetSuite instance or cloud environment, so it is scoped in that conversation rather than offered as one fixed program here.
- What does a licensing or support conversation with Lightbridge Software actually involve?
- It starts with the contact page: describe the product, your NetSuite account or environment, and the operational problem or scale involved. From there, Lightbridge Software walks through a demo, scopes licensing terms and pricing against that specific setup, and covers what support looks like once the product is live.
- Who builds and supports the product I would be licensing?
- Lightbridge Software's own engineers design, build, and support every shipped product and every custom integration. The same people who wrote the code are the people who answer a support request and ship the fix, the same in-house model used across the entire product line.
- Is this page the same as the product security and data architecture page?
- No. The security page documents how each product is architected: encryption, access controls, audit logging, and where customer data lives. This page covers the commercial and support side: how licensing works, what support looks like day to day, how updates ship, and how to start a pilot. A due-diligence review typically needs both.
Ready to talk through an engagement?
Tell us the product, your environment, and the problem you are solving, and Lightbridge Software will walk through licensing, support, and how a pilot could work.