Support Options Comparison

Comparison of NetSuite's Customer Support Options
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We know how important customer support is and that’s why we're committed to answering your questions and resolving your inquiries quickly and effectively. NetSuite SuiteSupport delivers world-class customer support through a number of ways.

NetSuite's support options are complemented by a vast library of thorough online help and other resources. You'll find FAQs, online user guides, sneak peeks at upcoming releases, and practical tips and best practices that will assist you to work smarter not harder with NetSuite.

Silver Support

From on-site courses at NetSuite training centres to self-paced e-learning, NetSuite SuiteTraining Silver Support programs help develop your NetSuite expertise using the learning method that works best for your employees and organisation.

NetSuite Silver Support offers 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:

  • Online support through NetSuite Customer Access Portal.
  • Online case responses are prioritised by severity.
  • Hours of support: 8.00 AM to 6.00 PM in your local time zone Monday through Friday, excluding public holidays.
  • Early notification of new releases.

Gold Support

NetSuite Gold Support offers a number of best-in-class services and benefits designed to ensure your organisation's success with your NetSuite applications. For high severity issues, Gold Support services are available 24 hours a day, 7 days a week. Gold Support includes:

  • Toll-free Technical Centre.
  • Call routing by Product Area.
  • Online case responses are prioritised by severity.
  • Weekend coverage.
  • Early notification of new releases.

Platinum Support

NetSuite Platinum support is our highest level of premium customer support. It offers NetSuite users a dedicated technical support representative and a dedicated program manager. This team will deliver the continuity you require to ensure that your NetSuite solution is meeting your business needs—24x7. Platinum Support includes:

  • Dedicated Technical Support Team
  • Dedicated Platinum Support Manager
  • Toll-free Technical Centre
  • Priority telephone queue routing
  • 24x7 telephone support worldwide
  • Online case responses are prioritized by severity
  • Weekend coverage
  • Additional assistance with pre-release planning and release preview testing for up to 10 key processes

Data Sheet

NetSuite SuiteSupport
Flexible Global Support to Drive Customer Success
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