We know how important excellent customer support is to your business. NetSuite provides world-class customer support through several different support options. All our customers receive 60 days of free support when they contract for any NetSuite solution, but many seek the on-going access to our professional support experts through our Silver, Gold, and Platinum programs
60 Day Free Support
To ensure that all our customers are always able to contact our support team and get assistance, we include a 60 Day Free support package with every purchase of NetSuite, beginning with your contract start date. And because we host your application at our world-class data center, all maintenance, version upgrades, and data back-ups are also included free of charge.
For those customers who seek additional levels of premium support, we offer the Silver, Gold, and Platinum customer support options.
NetSuite Silver Support provides on-line 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:
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:
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:
Comparison of NetSuite's Customer Support Options
NetSuite's support options are complemented with a library of extensive, detailed on-line Help and other resources such as Frequently Asked Questions, on-line user guides, sneak peeks at upcoming releases, and tips that will help you get the most from your NetSuite application.