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As organizations grow and evolve, the systems they depend on must scale alongside them. NetSuite, as a comprehensive cloud ERP, gives businesses the flexibility to streamline operations across departments. But to keep those systems running smoothly, 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 out or managing an expanding global operation. This guide walks you through every available support plan and helps you decide which one fits your company’s needs.
Oracle’s Official Plans
Oracle provides three core support tiers bundled with your NetSuite subscription. Here’s what each covers:
Tier 1
Included with every NetSuite subscription. Best for smaller businesses with straightforward configurations who can resolve most issues using self-service resources.
Tier 2
For growing businesses that need faster resolution, phone access, and continuous support. Covers all severity levels with priority case queuing.
Tier 3
A proactive, tailored plan for businesses with complex or customized NetSuite environments. Scales from startup guidance to enterprise architecture.
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.
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.
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.
Our certified NetSuite consultants will assess your setup and recommend the right support model — for free.
Response Time SLAs
Oracle classifies every support incident into one of four severity levels. Your support plan determines which severity levels you can raise — and how fast Oracle responds.
| Severity Level | Description | Basic Support | Premium / Platinum |
|---|---|---|---|
| Sev 1 — Critical | Business stopped; data loss or major financial impact | 2 hours | 1 hour |
| Sev 2 — Significant | Key features unavailable; serious disruption | N/A | 2 hours |
| Sev 3 — Less Significant | Non-critical feature down; workaround available | N/A | 8 hours |
| Sev 4 — Minimal | Minor issue or general question; low impact | N/A | 2 business days |
Important: Basic Support only covers Severity 1. All other incident types require at minimum a Premium plan — or a flexible partner support arrangement that can handle any severity with faster turnaround.
Advanced Customer Support
Oracle’s Advanced Customer Support scales across five tiers, each designed for a different level of NetSuite complexity and business maturity:
Entry-level. Access to a shared pool of NetSuite specialists for basic guidance and onboarding support.
A designated functional consultant tracks key milestones and provides an annual progress review.
Dedicated Customer Success Manager plus a support team focused on business process performance.
Senior CSM with expert technical resources for complex configurations and global subsidiaries.
For large data volumes and deep customizations. Technical advisory to mitigate scalability risks.
Oracle Support vs. Partner Support
Many businesses supplement — or replace — Oracle’s official support plans with a certified NetSuite partner like ERP Peers. Here’s how the two compare:
Oracle Direct Support
ERP Peers Partner Support
Many of our clients run Basic or Premium with Oracle and rely on ERP Peers for everything customization-related. Let’s talk.
What ERP Peers Covers
ERP Peers offers a full spectrum of NetSuite support — from day-to-day admin tasks to deep technical fixes. All services are available as flexible retainer or project-based engagements:
Selecting the right support model comes down to three questions:
ERP Peers offers certified, flexible NetSuite support services for businesses of all sizes. No rigid plans. No ticket queues. Just expert help when you need it — on retainer or on demand.
Read Next: NetSuite Troubleshooting Guide for Common Errors →
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