Understanding the Support Options for Your NetSuite Solution
NetSuite stands out as a versatile, cloud-based ERP platform, enabling you to effectively oversee essential business processes. It simplifies tasks like inventory control, financial management, e-commerce operations, customer relationship management, and retail solutions. Beyond these functional advantages, NetSuite provides various support services designed to meet diverse business needs and foster growth.
Let’s examine the distinct levels of support offered by NetSuite and their respective benefits:
1. Basic Support
Basic support is offered to all customers with a NetSuite subscription. It includes the following features:
Access to the NetSuite knowledge base and user support groups for query resolution.
Availability of a customer portal for submitting requests or inquiries online.
Weekday support (8 AM to 6 PM local time), with a promised 2-hour response time for urgent issues. No specific response time is guaranteed for non-urgent queries.
Suitability:
Basic support is ideal if you have minimal needs or access to additional NetSuite resources, such as an expert or specialist.
2. Premium Support
Next is premium support, which is available for an additional subscription fee and includes several enhanced features beyond the basic package:
Prioritized request handling, ensuring a 1-hour response time for urgent concerns.
Around-the-clock support, including weekends, is accessible both online and via call centers.
Notifications regarding upcoming releases and available updates.
Suitability:
Opting for premium support is advisable if you lack dedicated staff available for NetSuite while possessing moderate support needs.
3. Advanced Customer Support (ACS)
The Advanced Customer Support (ACS) strives to assist businesses in becoming proactive by mitigating risks and increasing ROI, facilitating further growth. It features five tiers - Advise, Monitor, Optimize, Architect, and Platform. Higher tiers offer increasingly comprehensive support. Key elements of ACS include:
Practical product guidance, ongoing optimization support, and configuration assistance.
Advise - Basic product advice, troubleshooting, and foundational configuration tasks performed by a network of NetSuite experts.
Monitor - A dedicated Customer Success Manager (CSM) is assigned to oversee business operations, spot areas for improvement, and ensure milestones are met.
Optimize - Provision of advice on solution management, process improvement, performance evaluations, and insights on the latest updates. A CSM will conduct business reviews, and a support team will aid in proactive initiatives.
Architect - Alongside the CSM, a team of technical and functional experts provides in-depth support, including annual business assessments.
Platform - Aims to identify and resolve performance and scalability challenges through specialized technical advice during complex business process customizations.
Suitability:
ACS is best suited for businesses with evolving processes requiring ongoing, proactive support. The Advise tier caters primarily to organizations new to NetSuite, while the other support levels are geared toward established companies seeking enhanced assistance. ACS Architect can effectively address complicated configurations within international settings.
Achieving Success with Your NetSuite Solution
With the right support service in place, you can successfully implement the NetSuite solution and improve your business outcomes.
