Looking for an Alternative to NetSuite Advanced Customer Support (ACS)? You’re not alone!
Are you looking for an alternative to NetSuite ACS due to declining service quality, ridiculous pricing, or other reasons? You’re not alone. Businesses and stakeholders have been consistently complaining on popular NetSuite forums about ACS’s extremely expensive charges for offshore support or even worse, support that just sends generic SuiteAnswers links without actually fixing issues.
What is NetSuite ACS?
Being here implies you already know what NetSuite ACS is and what they do. To re-iterate, NetSuite ACS (Advanced Customer Support) is a subscription-based support solution provided by NetSuite as an extension to the regular support offering. It’s supposed to not only respond to problems and concerns but also proactively improve the system.
Except ACS hasn’t been proactively improving the system or providing the best support offering. Clients have been complaining about this repeatedly on NetSuite forums.
Real Feedback from Users
Here’s what a user posted on a NetSuite Reddit forum:
1.NetSuite ACS – Anyone else not impressed?
At the time of writing this blog, the post had about 47 upvotes (upvotes are when Reddit users agree with a post), with multiple clients confirming ACS hasn’t been providing the best support. Speculation in the thread even suggests it could get worse due to recent Oracle layoffs:
2. Another user also mentioned in the thread
"Everyone seems to have negative experiences with ACS and advised it’s best to partner with a firm that actually provides hands-on NetSuite support".
Here’s another example from the NetSuite Professionals forum:
3.Discussion on ACS team experiences
A user confirmed they currently have ACS and called it “an absolutely terrible experience,” also stating they were quoted 9 hours for something they learned and completed in less than 45 minutes.
Versich as an Alternative to ACS
If you’re tired of ACS and looking for an alternative, Versich provides a better, more proactive NetSuite support experience. Our NetSuite support experts are local, meaning support is provided in your timezone (nothing is outsourced offshore).
Here are our support plans:
- Basic – 10 hours/month
For lean teams needing reliable admin & break/fix coverage.
- Growth – 25 hours/month
For ongoing enhancements, release testing, and training.
- Scale – 50 hours/month
For multi-subsidiary or highly customized environments.
- Flex Blocks – 80/160/320 hours/month
Prepaid hours - great for projects or seasonal bursts. (Pay-as-you-go with no long-term commitment.)
Standard SLAs:
- Acknowledgment: same business day
- P1 (critical): work begins within 2 business hours
- P2 (high): within 1 business day
- P3/P4 (normal/minor): scheduled per backlog cadence
NetSuite and NetSuite ACS
Don’t get it twisted, NetSuite itself is a great product. It’s the No. 1 cloud-based ERP solution with great reviews. The problem lies with ACS, the advanced support arm, which businesses have had major issues with—not with the NetSuite product itself.
Benefits of Choosing Versich Over ACS
- Local Experts: Support in your timezone, no offshore delays
- Flexible Plans: Our plans are flexible, we don’t lock you in like ACS does
- Functional Support: We provide assistance with daily operations, complex transactions, reporting, and workflow improvements to enhance productivity
- Technical Support: We Troubleshoot bugs, system errors, custom scripting, and integrations to keep all your systems connected seamlessly
- Training and Knowledge Transfer: We don’t only resolve your tickets, we provide trainings to both newly onboarded users, as well as advanced training sessions, and tips to empower your team so they actually understand the Dos and Don’ts of NetSuite
- Release Management: we provide guidance on new NetSuite updates, NetSuite’s Bi-annual release, compatibility testing, and leveraging fresh features without disruptions
- Faster SLAs: Critical issues handled in few hours, not days
- 24/7 Emergency Support: For critical issues like downtime or data errors, we're available around the clock
- Proactive Improvements: We don’t just fix, we enhance your NetSuite to make your business process better and give you a seamless NetSuite experience
- Customization and Development: We don’t only fix what’s broken, we build custom workflows, SuiteScripts, and automations tailored to your business processes
- E-Commerce-Specific Support: Specialized help for NetSuite integrations with Shopify, BigCommerce, Amazon, and more - ensuring real-time inventory sync and smooth order processing
