Understanding NetSuite Support Options: Which Plan is Right for Your Business?

June 5, 2024
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If you're running a business that relies on NetSuite to manage your operations, you know how important it is to have reliable and efficient support options. 

With the proper NetSuite support, you can ensure that your business operations run smoothly and that any issues you encounter are resolved quickly and effectively.

There are several NetSuite support options available to businesses, each with its own set of benefits and drawbacks. 

Choosing the right support option for your business can be challenging, but it's an important decision that can significantly impact your overall success. 

In this article, we'll take a closer look at some of the best NetSuite support options available to businesses and explore the resources and solutions they offer.

By the end, you'll have a better understanding of the different NetSuite support options available to you and be better equipped to make an informed decision about which one is right for your business. 

Whether you're just getting started with NetSuite or a seasoned user looking to optimize your operations, having the right support in place can make all the difference. 

So, let's dive in and explore some of the best NetSuite support options for businesses.

Understanding NetSuite Support Services

If you're a NetSuite user, you're likely to need some support at some point. Fortunately, NetSuite offers a variety of support services to help you out. 

Here are three key things you need to know about NetSuite support.

1. Levels of Support: Basic to Premium

NetSuite offers several levels of support, ranging from basic to premium. 

Your NetSuite subscription includes the basic level of support, which includes access to the NetSuite Knowledge Base, online case submission, and email support. 

If you need more help, you can upgrade to Premium Support, which includes phone support and faster response times.

2. Advanced Customer Support (ACS) and Its Benefits

NetSuite offers Advanced Customer Support (ACS) for businesses that need even more support. 

This service provides dedicated support resources, including a named support manager and access to a team of experts who can help with everything from system configuration to customizations. 

With ACS, you can also access exclusive features like personalized training, health checks, and priority access to new releases.

3. Self-Service Resources and SuiteAnswers

If you prefer a more DIY approach to support, NetSuite also offers a range of self-service resources

The NetSuite Knowledge Base is a vast library of articles, tutorials, and videos that cover everything from basic setup to advanced customization. 

SuiteAnswers is another valuable resource that answers common questions and issues from other NetSuite users.

Optimizing Business Processes with NetSuite Customization and Integration

NetSuite is a powerful tool that can help businesses streamline their operations and optimize their business processes. One way to achieve this is through NetSuite customization and integration. 

By customizing NetSuite to meet specific business requirements and integrating it with other business management tools, businesses can achieve more efficient and cost-effective business processes.

The Role of NetSuite Customization

NetSuite customization refers to tailoring the NetSuite system to meet specific business requirements. 

This involves modifying and configuring various aspects of NetSuite, such as workflows, forms, fields, and user interfaces, to align with unique processes and workflows. 

Customization empowers businesses to optimize their operations, streamline business processes, and improve overall efficiency.

Customizing NetSuite has several benefits. For example, it can help businesses automate their workflows, reduce manual data entry, and improve data accuracy

Additionally, it can help businesses create a more personalized user experience for their employees, which can lead to increased productivity and job satisfaction.

Streamlining Operations with NetSuite Integrations

NetSuite integrations refer to connecting NetSuite with other business management tools such as CRM, ESP, and other business management tools. This can be achieved through custom integration or pre-built connectors, each with its own set of benefits and challenges.

One benefit of NetSuite integrations is that they can help businesses achieve more efficient and cost-effective business processes. 

For example, integrating NetSuite with a CRM tool can help businesses automate their sales and marketing processes while integrating NetSuite with an ESP tool can help businesses automate their email marketing campaigns.

In addition to improving efficiency, NetSuite integrations can also help businesses improve data accuracy and reduce errors. 

By integrating NetSuite with other business management tools, businesses can ensure that their data is consistent across all systems, which can help reduce errors and improve overall data accuracy.

Download the Salary Guide to compare average salaries of top NetSuite ERP professionals.

Leveraging Expertise: NetSuite Partners and Training

If you are looking to get the most out of your NetSuite solution, partnering with a NetSuite Partner or investing in NetSuite training for your in-house development personnel can be a game-changer. 

Here are key considerations to help you make an informed decision.

Choosing the Right NetSuite Partner

Working with a NetSuite Partner can give you access to a wealth of expertise and knowledge that can help you optimize your NetSuite solution. 

When choosing a NetSuite Partner, consider their level of experience, certifications, and track record of success. You should also look for a partner that offers a range of services, including implementation, customization, and ongoing support.

NetSuite offers a comprehensive Partner Program that includes Advanced Partner Support (APS) for functional and technical consultation, configuration guidance, and performance management. 

Additionally, collaborating with a NetSuite Partner can offer numerous advantages, such as assistance with ERP contracts, various payment options, and tailored support to ensure a successful implementation process.

Investing in NetSuite Training for In-House Development Personnel

Investing in NetSuite training for your in-house development personnel can also be a smart move. Empowering your team with the knowledge and skills they need to utilize the NetSuite system effectively can improve efficiency, reduce errors, and enhance overall performance.

NetSuite offers a range of training options, including online courses, instructor-led classes, and certification programs. By becoming certified, your team members can demonstrate their expertise and add value to your organization. 

NetSuite Certification is highly valued in the industry, and companies that use certified professionals see more effective deployments and a greater return on their investment.

Maximizing ROI with Ongoing Support and Maintenance

As a business using NetSuite, you've made a significant investment in your ERP system. To ensure that you're getting the most out of your investment, it's crucial to have ongoing support and maintenance

So, how can you maximize your ROI with ongoing support and maintenance?

Proactive Support for Growth and Scalability

One of the key benefits of ongoing support is the ability to receive proactive support for growth and scalability. 

With the right support services, you can ensure that your NetSuite system is always up-to-date and optimized for your business needs. 

This includes regular system health checks, performance tuning, and proactive monitoring to identify potential issues before they become major problems.

With proactive support, you can ensure that your business is always ready to scale and grow. You can take advantage of new opportunities without worrying about whether your system can handle the load.

Ensuring System Reliability with Regular Maintenance

Another critical aspect of maximizing your ROI with NetSuite is ensuring system reliability with regular maintenance, including regular updates and patches to ensure that your system is secure and up-to-date with the latest features and functionality.

Regular maintenance also includes database tuning, file system optimization, and other tasks that help keep your system running smoothly. 

By having regular maintenance in place, you can avoid downtime and ensure that your business operations are always running smoothly.

Overall, ongoing support and maintenance are essential for maximizing your ROI with NetSuite. 

Investing in the right support services ensures that your system is always up-to-date, optimized for your business needs, and reliable. This will help you take advantage of new opportunities and stay competitive in your industry.


Selecting the best NetSuite support option for your business can be daunting. However, making an informed decision based on your unique requirements, budget, and future goals is crucial.

Throughout this article, we have explored the differences between direct and third-party NetSuite support options. We have also discussed the benefits of each option, including access to expert support, enhanced operations, and a smooth ERP-driven journey.

It is worth noting that the ideal NetSuite support model for your business will depend on several factors, including your organization's size, uptime needs, internal expertise, growth plans, and technical requirements.

If you are looking for a personalized and comprehensive NetSuite support option, Atticus Solutions can help you determine the best support options for your business needs. 

Book a call with us today to get started.

Selecting the right NetSuite support option can help you maximize your NetSuite investment, streamline your operations, and achieve your business goals.

Download the Salary Guide to compare average salaries of top NetSuite ERP professionals.

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