NetSuite Support Overview
Whether you’re thinking about purchasing the fastest growing cloud ERP on the planet or already using it, this guide will help you understand all the ways NetSuite support can be offered to you and where you can go to get useful resources.
NetSuite is a sophisticated platform, and sooner or later, you are going to need help. How quickly that support gets to you and how much it can help depends on you.
NetSuite officially offers support in two ways;
SuiteSupport – Standard NetSuite support offered and available to all users.
- SuiteSupport Basic – Offers bare-bones support including a portal to submit requests and access to online forums
- SuiteSupport Premium – Improved support features, including access to 24/7 help and a call center to talk to live agents
Advanced Customer Support (ACS) – This is closer to a proactive managed service than a support system, but it is much more effective than ticket-based support systems. NetSuite provides you with a complete team of specialists to help you optimize NetSuite to its fullest potential.
SuiteSupport Basic and Premium Support
NetSuite Basic Support
All NetSuite users, no matter their edition, will have access to NetSuite Basic support.
With NetSuite Support Basic you will be able to access:
- NetSuite customer access portal to submit support requests online
- Access to NetSuite Support User Group
- Access to support only weekdays between 8 AM to 6 PM your local time
- Response times ranging from 2 hours (Critical Issues) to “NA” (Minor Issues)
With “Basic,” all you get to do is submit requests and check their official user forum. Depending on your needs, this could not be enough. Also, if NetSuite deems your issue to be minor, there is no set period for them to respond to your request. Basic support packages are only recommended for users with significant access to additional NetSuite resources, either from an experienced personnel or third-party NetSuite Specialists.
NetSuite Premium Support
A step up from basic support is premium support. Unlike NetSuite basic support, premium support comes with a fee. Once you consider all of the value NetSuite adds to the deal, you can see why this option is viable.
With NetSuite premium you will have access to everything available in the basic package plus:
- Priority Queuing
- NetSuite Support Call Center Support
- 24/7 Support Coverage
- Notifications of potential issues with upcoming updates
- Response Times ranging from 1 hour (Critical Issues) to 2 days (Minor Issues)
Critical features like 24/7 access, a live call center to call, and update notifications can make life much easier on users. NetSuite’s premium support is worth the price tag if your company has no NetSuite resources on staff and has minor support needs.
NetSuite Advanced Customer Support (ACS)
The managed service style of support is much more effective. With Advanced Support, NetSuite will provide you with a team to proactively optimize your configuration for improved ROI based on your vertical and unique needs. Advanced Support team does not go away once the job is done either. They stick around and wait for something else that may come up and proactively fix that too.
In addition to the Premium Support features, NetSuite Advanced Customer Support includes:
- Solution Administration
- Solution Configuration
- SuiteCloud Development
- Release Notifications and Testing
- Performance/Platform/Environment Assessment and Guidance
- Access to a Complete Team of Platform, Solution and Development Personnel
Advanced Support, of course, comes with the heftiest price tag but as you can see, you’re getting value. If you’re a true believer in the cloud, a service like this is a great way to squeeze every last penny of ROI out of NetSuite.
Using a NetSuite Partner for Support
NetSuite is not the only company to offer proactive managed NetSuite support. Many of the same partners that sell, configure, and customize NetSuite offers support packages to ensure the benefits and ROI last. Looking at third-party managed services for your support needs is a viable option and one that should be considered for users with heavy or unique support needs.
The viability of this option is no accident either. With NetSuite, the partner channel does the lion’s share of sales and implementations anyway; it makes sense that some of the best support options come from the same channel.
Benefits of Choosing a NetSuite Partner
There are several benefits to choosing a NetSuite partner for support over using NetSuite themselves:
- Expertise and experience: A NetSuite partner may have a team of professionals who have specific expertise and experience working with the platform, which can be particularly useful if you have complex or specialized needs.
- Flexibility: A support partner may be able to offer more flexible support options, such as on-demand or customized plans, to meet the specific needs of your business.
- Personalized service: Partner support teams may be able to provide more personalized service and attention to your specific needs and concerns.
- Cost savings: Partner support may be more cost-effective than using NetSuite’s support directly, particularly for businesses that need frequent or ongoing support.
- Continuous support: Partner support teams may be able to provide continuous support and proactively identify and resolve issues before they become major problems.
- Expanded capabilities: A partner may be able to offer additional services or capabilities, such as customizations or integrations, that can help your business get more value out of NetSuite.
How to choose the right NetSuite Support Partner
If you are going to choose a third-part NetSuite partner to provide you with support to ensure that you are working with a reputable and reliable company that can provide the level of support that you need for your business. Here are some factors to consider when looking for a NetSuite support partner:
- Expertise and experience: Look for a partner that has a proven track record of working with NetSuite and has a team of experienced professionals who are familiar with the platform.
- Availability and response time: Make sure the partner offers support during your business hours and has a fast response time to any issues or questions that you may have.
- Pricing: Consider the cost of the support services and compare it to other partners to ensure that you are getting a fair price.
- Quality of support: Look for a partner that provides high-quality support and has a good reputation for resolving issues and answering questions promptly.
- Customization and integration: If you need customizations or integrations with other systems, make sure the partner has the expertise and experience to handle these types of projects.
- Communication and transparency: Choose a partner that is transparent about their processes and communicates clearly with you about the status of any issues or projects.
Other Methods of NetSuite Support
NetSuite Users Groups – NetSuite offers a grass-roots support and community building through official, regional NetSuite user groups, spread out around the country. These groups facilitate the interaction between NetSuite users of all levels of experience, allowing them to problem-solve and grow together.
NetSuite Training – Sometimes the best way to get support is to turn your own personnel into NetSuite experts. Training programs from NetSuite and other third parties can accelerate your employees NetSuite knowledge and allow them to be their own NetSuite support.
Online Forums/Networking – Aside from official NetSuite user groups and forums, there is a wealth of information online via social media and other forum websites. Reddit, Quora, and Linkedin are all helpful places to get specific questions answered when you do not know where else to turn.
NetSuite Support Resources and Links
NetSuite Professionals Slack Group – Highly recommend this as a go-to resource in 2019 if you aren’t already using it. The slack contains nearly 5000 NetSuite professionals all going through similar issues and helping each other along the way. The slack group is unofficial so you can trust that the information is not being filtered by NetSuite or anyone with ulterior motives.
The slack group even breaks down into channels for integration, development, accounting, and much more.
Netsuite Professionals Forum – The NetSuite professionals slack group has recently become popular that it created its own website, check it out for even more interaction with the NetSuite community.
If your business is already using slack to communicate, the NetSuite Professional Slack is an enormous resource that is always just a click away.
Reddit Unofficial NetSuite Channel – Another great resource in 2019 for unfiltered answers to NetSuite’s toughest questions. Just post your questions and helpful users will offer their opinions and advice.
SuiteAnswers Articles – NetSuite provides a lot of information to users in the form of SuiteAnswer articles. Most questions that typical users have can be found through a diligent search of this database.
Stack Overflow – This is more for developers, but Stack Overflow provides yet another unofficial forum for NetSuite users to help each other.
Quora NetSuite Topic – Quora is a great long form question and answer board that can provide user advice to unique problems.
NetSuite Support Overview White Paper – Use this to get more information on all of NetSuite support options.
NetSuite Support Basic and Premium White Paper – Use this to get more information on NetSuite standard support options.
NetSuite Advanced Customer Support Managed Service White Paper – Use this to get more information on NetSuite’s ACS program.
Suite Answers Training Videos – Great source of training for newer users.
NetSuite Training Services Catalog – Great information on all the different forms of training NetSuite offers.
Official NetSuite LinkedIn Group – Official LinkedIn group can be a useful tool for finding quick answers to specific problems or the right people to help you solve them.
In conclusion, NetSuite offers a range of support options to help businesses get the most out of their platform. From self-service resources to direct support from NetSuite, there is an option to fit the needs of any business. Partner support is another option to consider, as these companies can offer specialized expertise and more personalized service.
If you have any questions or want to share your experience with NetSuite support, please leave a comment below. If you are in need of NetSuite support, don’t hesitate to reach out to eMerge Technologies. We offer a variety of custom plans to fit the unique needs of your business.
And for more information on all things NetSuite check out complete guide What is Oracle NetSuite?
Jeremy McCourt is an content producer in the enterprise software industry that focuses on NetSuite and related cloud-based software solutions.
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