Compare Support Options


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.

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Customer Support Options

Silver

BASIC SUPPORT

All customers are provided with NetSuite Basic Support as part of their NetSuite subscription, which includes:

  • Online support requests through NetSuite’s SuiteAnswers Customer Access Portal for logging product issues
  • Access to NetSuite Support User Group
  • Hours of support: 8:00 a.m. to 6:00 p.m. in your local time zone Monday through Friday, excluding holidays, for critical issues
Gold

PREMIUM SUPPORT

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:

  • Toll-free Technical Center access
  • Call routing by Product Area
  • Online case responses are prioritized by severity
  • Weekend coverage
  • Early notification of new releases

Support Options and Services

BASIC PREMIUM
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 Grey bullet Grey bullet
Access to SuiteAnswers Technical Support Portal Grey bullet Grey bullet
Online Case Submission Grey bullet Grey bullet
Telephone Case Submission Grey bullet
Authorized Support Contacts in Your Organization 2 4
24x7 Critical Access Grey bullet Grey bullet
24x7 Non-critical Access Grey bullet
Commerce Response Services* Grey bullet

*For Premium