Video Transcript
For current NetSuite users looking for technical and optimization expertise, NetSuite Support Services can help with finding the appropriate solution for unexpected issues, and provide guidance throughout your configuration – for as short or long as you need.
For those experiencing performance issues, unaligned support, and insufficient onsite specialization, NetSuite Support Services helps organizations mitigate risks and accelerate growth.
Depending on your support needs, you can choose from different types of support, ranging from global support all the way to tailored assistance.
Certified NetSuite implementation partners are specialized in all aspects of NetSuite and are more than capable of providing outsourced support.
Talk to an expert about NetSuite Support Services
What is NetSuite Support Services?
NetSuite ERP is a complex software that is bound to solve the business goals a company identifies at the beginning of their implementation journey. However, like most technology, there is a learning curve as well as moments where outside help is necessary.
For those who don’t have a NetSuite Administrator in-house to be on hand for quick decision-making, it’s crucial to know where to find NetSuite technical support outside of your organization.
NetSuite support is available to all NetSuite users experiencing issues in resources, performance, optimization, and more.
Benefits of NetSuite ERP Support
Investing in NetSuite support is crucial to keep business processes running smoothly during breakdowns. There are different types of support packages available, with beneficial services that include: experienced professionals, flexible plans, timely problem solving, and even tailored support.
Customers can welcome NetSuite professionals who provide global support and will assist with any issues when you need, even those that are time-sensitive.
This is useful as you can contact support on a need-to-need basis. This is particularly important for companies who don’t require a full-time NetSuite Admin.
You will see below four different NetSuite support offerings that range depending on the requirements you need at any particular moment. These flexible plans will give you access to information as well as the right assistance when you need it – however long or short that may be.
More often than not, problems and breakdowns occur at the least opportune moment. In these scenarios, it’s crucial that they are fixed in a timely manner before it spreads out to the front end.
Skilled support teams will ensure to identify and subsequently resolve critical issues to avoid any impact on business continuity or supply chain.
Many NetSuite instances are customized and configured to fit unique business requirements. Certain NetSuite support packages provide guidance on your specific needs, which in turn can highlight features that will better prepare your business for growth.
Benefits of NetSuite ERP Support
Investing in a reliable support model ensures business continuity, reduces downtime, and strengthens your ERP foundation as your business evolves. Key benefits include:
Access to Experienced Professionals
Certified NetSuite experts can quickly diagnose issues, recommend fixes, and identify opportunities for optimization.
Flexible Plans
Support offerings range from basic system assistance to advanced, proactive coverage that grows with your organization.
Faster Problem Resolution
Dedicated support teams resolve critical issues before they impact operations, revenue, or customer experience.
Tailored Support and Optimization
Support packages can include system reviews, configuration improvements, and recommendations aligned with your industry and business model.
Types of NetSuite Customer Support
NetSuite has ongoing support for users looking for guidance and help for their system. Based on the support you choose, you will be able to access a wide range of support.
NetSuite Basic Support
For all users subscribed to NetSuite, Basic Support is open 24/7 and offers a basic level of help for questions and concerns. Users will also have access to answers through SuiteAnswers as well as NetSuite’s Support Community.
NetSuite Premium Support
For those looking for a bit more options in their support cases, Premium Support is ideal for complex situations. Toll-free help for any problem level, priority case queuing, weekend support, and early release notifications are just a few features. Retailers and eCommerce companies will also benefit from commerce response services.
NetSuite Advanced Customer Support (ACS)
ACS is the ultimate solution for companies needing a more proactive approach. Designed to optimize and sustain your NetSuite system, it keeps your platform scalable and efficient. ACS Playbooks provide leading practices for challenging periods.
NetSuite Partner Support
NetSuite’s vast partner network offers multiple support options for their environments and customers. Implementation partners like GURUS Solutions have decades of NetSuite experience beyond go-live and into long-term support.
If you work with a certified partner, discuss issues with them first as they often know your system best.
Support Requests
All NetSuite users have access to Basic Support, with several ways to get answers. If you prefer speaking to a NetSuite expert directly, that option is always available. For quick fixes not requiring development, there are two additional options:
SuiteAnswers
An expansive knowledge base covering everything NetSuite. From searchable articles to best practices and training videos, SuiteAnswers is available to all NetSuite customers and partners.
NetSuite Support Community
A forum where customers help each other by answering questions, sharing solutions, and discussing features and updates.
Certified NetSuite Partners
No matter how you implemented NetSuite—directly or through a partner—you can get support from the global network of NetSuite partners. GURUS Solutions specializes in rescues, implementations, customizations, and integrations. Our customer network grows as does our expertise.
For any NetSuite support questions or help, give us a shout.
FAQ on NetSuite Support Services
Q: What does NetSuite Support Services include?
A: It includes troubleshooting, configuration adjustments, performance optimization, issue resolution, and guidance on best practices for your specific instance.
Q: Do I need a NetSuite Administrator if I have support services?
A: Not necessarily. External support can replace or complement an internal admin, depending on your system size, customization level, and user volume.
Q: What is the difference between ACS and Partner Support?
A: ACS provides proactive, subscription-based optimization directly from NetSuite.
Partner Support offers hands-on technical expertise, custom development, integrations, and advisory services, often far more personalized.
Q: How do I know which support tier my business needs?
A: Evaluate your system complexity, number of integrations, user skill levels, and how often you encounter technical roadblocks.
GURUS Solutions can assess your environment and recommend the right tier.
Q: Can a partner fix issues that NetSuite Support cannot?
A: Partners often resolve issues faster because they understand your customizations, workflows, and historical configuration decisions.
They can also provide development, scripting, and integration services that NetSuite Support does not offer.