We understand that customer success means business success. And in today’s fastpaced world, timing is everything. That’s why we’re committed to answering your questions and resolving your issues quickly and effectively. We also appreciate that your business is unique—and support needed by one company may not be the support needed for another. For this reason, SuiteSupport offers flexible support options tailored to your business goals. You decide what works, while we provide the help you need to drive your customer success.
NetSuite’s support options are complemented by an extensive library of detailed online help and other resources such as FAQs, user group, online user guides, sneak peeks at upcoming releases and tips that will help you get the most from your NetSuite application.
All customers are provided with NetSuite Basic Support as part of their NetSuite subscription, which includes:
NetSuite Premium 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. For high severity issues, Premium Support services are available 24 hours a day, 7 days a week. Premium Support includes:
|Coverage Hours||M–F 8:00 a.m. - 6:00 p.m.
(Customer local time)
|Toll-free 24x7 (Severity 1 & 2)
M–F 8:00 a.m. - 6:00 p.m.
Customer local time (Severity 3 & 4)
|Eligible to Join the NetSuite User Community|
|Access to SuiteAnswers Technical Support Portal|
|Online Case Submission|
|Telephone Case Submission|
|Authorised Support Contacts in Your Organisation||2||4|
|24x7 Critical Access|
|24x7 Non-critical Access|
|Commerce Response Services*|