NetSuite Support Levels: Choosing the Right Plan for Your Business

As organizations grow and evolve, the systems they depend on must be able to scale alongside them. NetSuite, as a comprehensive cloud ERP solution, offers businesses the flexibility and functionality to streamline operations across various departments. However, to ensure that these systems continue to run smoothly and effectively, having the right support in place is essential.

Understanding the different NetSuite support levels is crucial for businesses of all sizes. Whether you’re just starting with NetSuite or managing an expanding global operation, selecting the appropriate support plan can make all the difference in maximizing your investment and ensuring long-term success. This guide will walk you through the available support levels and help you determine which plan best fits your company’s needs.

1. NetSuite Basic Support

NetSuite Basic Support is the foundational support plan included with every NetSuite subscription. It is designed to provide businesses with access to essential resources for managing and resolving critical issues efficiently.

What’s NetSuite Basic Support Included:

• SuiteAnswers Portal: This is a comprehensive online knowledge center offering articles, help topics, and training videos to help users resolve issues independently. The portal is an invaluable resource for quick problem-solving and understanding how to maximize NetSuite’s capabilities.
• Access to NetSuite Support Community: NetSuite support community is a online forum enables users to connect with other NetSuite customers, share insights, and solve problems collaboratively.
• 24/7 Access to Critical Issue Support: Basic Support includes 24/7 assistance for defects and critical issues. While the support is primarily online, it ensures that businesses can find immediate answers to urgent problems outside of regular business hours.

When to Use NetSuite Basic Support Service:

NetSuite Basic Support is ideal for businesses that have straightforward NetSuite configurations or those that can troubleshoot basic issues with the help of online resources. It’s particularly useful for small to mid-sized businesses just getting started with NetSuite or those with less complex needs.

2. NetSuite Premium/Platinum Support

For businesses that require faster resolution times and more personalized assistance, NetSuite offers advanced support options—Premium, Platinum, and Gold Support. These plans provide a higher level of service and prioritization, ensuring that your business can operate without disruption.

What’s Included in NetSuite Premium Support:

• 24/7 Critical Issue Assistance: In addition to regular business hours support, these plans offer around-the-clock assistance for critical issues, ensuring your business can continue running smoothly no matter the time.
• Priority Case Queuing: Issues logged by Premium, Platinum, and Gold Support customers are given priority, meaning they are addressed faster than those from customers on the Basic Support plan. This is especially beneficial during peak times when support cases may be high.
• Telephone Support: Premium and Platinum plans offer direct access to dedicated support teams via telephone during business hours. This ensures more immediate attention for non-critical issues that may still require expert intervention.
• Weekend and Holiday Support: Premium and Platinum plans also include weekend and holiday support for urgent cases, allowing businesses to resolve critical issues that may arise outside of normal business hours.
• Early Release Notifications: Businesses on these plans receive early notifications about upcoming NetSuite releases and updates, enabling them to prepare and plan for any necessary adjustments in their workflows.
• Commerce Response Services: For businesses using NetSuite for eCommerce, these plans include additional support tailored to maintaining smooth transactions and order management.

When to Use NetSuite Premium Support:

These support plans are perfect for growing businesses or those with more complex needs that require quick resolution times and continuous support to minimize downtime. Whether you’re running mission-critical systems or have a large user base relying on NetSuite for daily operations, these premium options ensure you have a direct line to expert support and enhanced service levels.

3. Advanced Customer Support (ACS)

For organizations looking to take a more proactive approach to managing their NetSuite environment, Advanced Customer Support (ACS) provides a comprehensive, tailored support plan. ACS focuses on optimizing and sustaining your entire NetSuite solution, ensuring that it continues to meet the evolving needs of your business.

What’s Included in Advanced Customer Support:

ACS offers a range of services across five distinct tiers, designed to scale with the complexity and needs of your business:

1. ACS Advise: This entry-level offering is perfect for businesses just starting with NetSuite. ACS Advise provides access to a shared pool of NetSuite specialists who offer basic guidance and troubleshooting, helping you get up to speed with the platform.
2. ACS Monitor: Aimed at businesses that have outgrown the basic support, ACS Monitor offers a designated functional consultant to help with business solution activities, ensuring key milestones are met and your system runs smoothly. This tier also includes an annual review to track progress.
3. ACS Optimize: For businesses looking for more proactive engagement, ACS Optimize includes a dedicated Customer Success Manager (CSM) and an assigned support team. The focus here is on performance assessments and business process optimizations to ensure that your NetSuite solution aligns with your strategic goals.
4. ACS Architect: Tailored for larger enterprises with complex configurations, ACS Architect provides a senior CSM and expert technical and functional resources. This tier focuses on supporting global operations, including international subsidiaries and complex customizations.
5. ACS Platform: ACS Platform is designed for businesses dealing with large data volumes or complex customizations. It provides technical advisory services to identify and mitigate scalability and performance risks, ensuring your NetSuite solution can handle growing demands.

When to Use NetSuite Advanced Customer Support (ACS):

ACS is suited for businesses with more complex needs or those that are experiencing rapid growth. If your organization has a customized NetSuite environment or operates in multiple regions, ACS ensures that your system stays optimized, scalable, and aligned with your evolving business objectives. It’s particularly beneficial for businesses transitioning from reactive problem-solving to proactive system management.

NetSuite Support Severity Levels and Response Times

The table below outlines the support severity levels and corresponding response times for our Basic and Premium Support plans:

Choosing the Right NetSuite Support Plan for Your Business

Selecting the right NetSuite support plan is crucial for ensuring that your business runs efficiently and effectively. Whether you’re just starting with NetSuite or looking to scale your operations, the support plan you choose should align with your business needs and goals. From basic support for straightforward environments to advanced solutions like ACS and Partner Support for more complex configurations, NetSuite offers a variety of options to suit businesses of all sizes.

By understanding the different levels of support available, you can make an informed decision that optimizes your NetSuite investment and helps your business achieve long-term success.

If you’re still unsure about which plan best fits your needs, feel free to explore our NetSuite Support Services for detailed offerings and personalized guidance.

Read More: NetSuite Troubleshooting Guide for Common Errors