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"NetSuite had first-rate customer support. Their helpfulness and patience have been exceptional."
—Ken Murch, Mindjet
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"Customer Support is the best we've experienced."
—Tinderbox.com
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"We know the onsite instruction and follow up support would always be just a phone call away. Their Support Team keeps us on top of their product so we can focus on our priorities."
—D'Anne Richardson, MRN
Shared Consulting: A Tailored Solution for Business Success
We know how important customer support is to your business. That's why we're committed to answering your questions and resolving your issues fast and effectively. NetSuite SuiteSupport provides world-class customer support through several different options:
NetSuite's support options are complemented by an extensive library of detailed online help and other resources such as FAQs, online user guides, sneak peeks at upcoming releases, and tips that will help you get the most from your NetSuite application.
Silver Support
From on-site courses at NetSuite training centers to self-paced e-learning, NetSuite SuiteTraining programs help you develop NetSuite expertise using the method that's best for your employees and your business.
NetSuite Silver Support provides online case submissions with business-hour support. It provides call-back responses to your issues and cases, based on your local time zone. Silver Support includes:
- On-line support through NetSuite Customer Access Portal
- 2-4 hour call-back response
- Hours of support: 8:00 AM to 7:00 PM in your local time zone Monday through Friday, excluding holidays
Gold Support
NetSuite Gold Support provides a number of best-in-class services and benefits designed to ensure your company's success with the NetSuite applications you have implemented. All Gold support services are available 24 hours a day, 7 days a week. Gold Support includes:
- Toll-free Call Center
- Priority call routing
- 24x7 telephone support
- Online support through NetSuite Customer Access Portal for easy case submission
- Weekend coverage
- Early notification of new releases
Platinum Support
NetSuite's highest level of premium customer support is provided through the Platinum offering. It provides NetSuite users with both a dedicated technical support representative and a dedicated program manager. This team will provide the continuity you need to ensure that your NetSuite solution is meeting your business needs — 24x7. Platinum Support includes:
- Dedicated Technical Support Representative
- Dedicated Program Manager
- Toll-free Call Center
- Calls answered in 90 seconds
- Priority telephone queue routing
- 24x7 telephone support worldwide
- Online support
- Online case response in 2 hours
- Weekend coverage
- Early notification of new releases
