Support Options Comparison

Comparison of NetSuite's Customer Support Options
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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
  • Online case responses are prioritized by severity
  • Hours of support: 8:00 AM to 6:00 PM in your local time zone Monday through Friday, excluding holidays
  • Early notification of new releases

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. 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 prioritized by severity
  • 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 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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