Customer Support

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.

Silver Support

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:

  • On-line support through NetSuite Customer Access Portal
  • 2-4 hour call-back response
  • Hours of support: 8:00 AM to 7:00 PM in your local time zone Monday through Friday, excluding holidays

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. All Gold support services are available 24 hours a day, 7 days a week. Gold Support includes:

  • Toll-free Call Center
  • Priority call routing
  • 24x7 telephone support
  • On-line support through NetSuite Customer Access Portal for easy case submission
  • 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 Representative
  • Dedicated Program Manager
  • Toll-free Call Center
  • Calls answered in 90 Seconds
  • Priority telephone queue routing
  • 24x7 telephone support worldwide
  • On-line support
  • On-line case response in 2 hours
  • Weekend coverage
  • Early notification of new releases

Comparison of NetSuite's Customer Support Options



  Platinum Gold Silver 60 Day Support
Telephone Support Toll Free 24x7 Toll Free 24x7  

 
Hours of Support 24x7 Worldwide 24x7 Worldwide 8:00 AM -7:00 PM
Local time, (Monday-Friday, excluding holidays)
60 Days,
8:00 AM -7:00 PM
Local time, (Monday-Friday, excluding holidays)
Central Access Customer Portal
On-Line Case Submission
Online Response 2 hours 2-4 Hours 2-4 Hours, Business Days One Business Day
Customer Call-Back Response 2 hours 2-4 Hours 2-4 Hours, Business Days One Business Day
Dedicated Technical Support Representative      
Dedicated Program Manager      

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.

For more information on these support packages, including pricing, please have a NetSuite representative contact you.

 

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