NetSuite Support Services has two support offerings for customers: Basic and Premium.
To view your account's support subscription level, go to the Support tab in your NetSuite account, select Go to SuiteAnswers, and then click Contact Support at the top.
On the Contact Support page, you can find the NetSuite Support phone numbers, your account number, and your Call support subscription level. In addition, you can also find information about our Phone Menu and details about our issue resolution process.
See the tables below for the options available in the Basic and Premium Support offerings.
To create a support case, see one of the following procedures based on your support offering:
To create a support case (Basic Support):
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Go to the Support tab in your NetSuite account, select Go to SuiteAnswers, and then click Contact Support at the top.
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Start with an AI-powered chatbot - NetSuite Virtual Support Assistant - for quick answers to your basic NetSuite questions. A chatbot icon 
is visible on all SuiteAnswers pages. Click the icon to bring up the NetSuite Virtual Support Assistant.
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Chat with the Virtual Assistant for your query. If the Virtual Assistant cannot find a satisfactory answer, you can connect to other support channels available to you by requesting Additional Support options. This will bring up 2 options – Ask in the NetSuite Support Community and Report a Problem.
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Select Report a Problem. This will open the form to create an online support case.
Note:
Basic support only entitles you to submit critical problems that prevent you from doing business. For other problems or questions, you can ask for advice from NetSuite professionals and a dedicated team of Support Gurus in the NetSuite Support Community. Registration is required.
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Enter a brief description of your problem, and answer the provided questions if possible.
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Attach any relevant files. The maximum file size for one file is 10MB.
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Optional: enter a contact number and select a time zone from the dropdown list.
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Optional: check the Allow a NetSuite Representative to log into a replica of your account for this case box. For more information, see NetSuite Support Login
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Click Submit Case.
To create a support case (Premium Support):
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Go to Contact Support > Create Support Case.
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Enter a query and check if an existing help topic relates to your issue.
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If no help topic matches your query, select a type of case from the dropdown list.
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Select a case severity.
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If creating a C1 case, check the 24 x 7 availability box, or complete the additional fields as requested.
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Enter a brief description of your problem, and answer the provided questions if possible.
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Attach any relevant files. The maximum file size for one file is 10MB.
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Optional: enter a contact number and select a time zone from the dropdown list.
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Optional: check the “Allow a NetSuite Representative to log into a replica of your account for this case” checkbox. For more information, see NetSuite Support Login
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Click Submit Case.
You will receive a response by email as soon as possible. Response times vary depending on the level of support you have purchased and the support team's case load. To improve response times, please complete as many of the case specific questions as possible. The case quality indicator provides a useful visual guide about the optimum level of information to provide to Support.
If your role permits, you can check the status of your support cases in the NetSuite Account Center. For more information, see NetSuite Support and Checking the Status of Support Cases.
General Notices
FAQs
SuiteApps are applications or bundles that extend NetSuite for specific industry and business needs.
Is NetSuite a ERP or CRM? ›
NetSuite CRM is part of an integrated suite of ERP applications, which means employees using the CRM have a complete picture of all business information related to the customer, including sales orders and payments.
What kind of application is NetSuite? ›
NetSuite ERP is an all-in-one, AI-powered, cloud business management solution that helps organizations operate more effectively by automating core processes and providing real-time visibility into operational and financial performance.
Is NetSuite an ERP or SAP? ›
Is NetSuite the same as SAP? SAP and NetSuite are two different software companies. NetSuite is a division of Oracle dedicated to developing SaaS ERP for midsize companies, while SAP is a large, publicly traded company selling a variety of business software.
What is the difference between NetSuite and Oracle NetSuite? ›
NetSuite ERP was established in 1998 as a cloud-based ERP system. It specifically serves small and mid-sized enterprises. Oracle NetSuite provides a wide range of features and capabilities to satisfy the requirements of small businesses.
How to create a SuiteApp? ›
Creating a SuiteApp Definition
- SuiteApp Name – is the display name for the SuiteApp. ...
- Project ID – defines an ID for a specific SuiteApp project. ...
- Publisher ID – is an ID that SDN has assigned to you and can be selected from the list of available values.
NetSuite is a complicated product to learn and use. You need to get used to the user interface, or you will never be able to work with it effectively. You can learn NetSuite ERP, where you can design, develop, and manage NetSuite certification applications.
Is NetSuite like QuickBooks? ›
While both NetSuite and QuickBooks offer basic accounting features such as invoicing, expense tracking, and financial reporting, NetSuite goes a step further by offering advanced features such as project management, inventory management, and CRM.
Is NetSuite owned by Salesforce? ›
In a nutshell, Oracle acquired NetSuite to expand its cloud-based enterprise software offerings.
Why is NetSuite so popular? ›
Flexibility. Every company has its own set of operating procedures and software requirements. NetSuite's unique capabilities allow any organization to tailor its own business requirements. This enables businesses to integrate necessary features in order to meet their needs and improve overall performance.
List of 9 Major Companies Using NetSuite
- YouGov: Revolutionizing Data Analytics. ...
- ASICS: Enhancing Global Retail Operations. ...
- Workable: Streamlining Recruitment Processes. ...
- PetShop.co.uk: Innovating E-commerce Strategies. ...
- Charlotte Tilbury: Beautifying Business Management. ...
- BDO USA, LLC: Optimizing Financial Services.
NetSuite and Salesforce have similar financial management features like accounts payable, accounts receivable, General Ledger, multi-currency, and many more. Overall, both systems are cloud-based and easily accessible from mobile and desktop devices.
What database is behind NetSuite? ›
As an Oracle product, NetSuite is built on Oracle Database, and the NetSuite website reassures customers that "your data is completely replicated, backed up, and available whenever you need it."
Do accountants use NetSuite? ›
NetSuite offers accounting firms outstanding opportunities to build a technology practice that combines their proven track record in financial management with the world's #1 cloud financials/ERP platform.
What makes NetSuite different? ›
NetSuite offers hundreds of prebuilt workflows based on best practices gleaned from tens of thousands of implementations. It also makes it easy for business users to configure these templates to suit their unique business needs.
What is SuitePeople in NetSuite? ›
NetSuite SuitePeople provides the capabilities organizations need to manage their people and HR processes, automate completion of everyday tasks and deliver an exceptional workforce experience. HR Administration. Payroll. Benefits. Performance Management.
What is the difference between SuiteApp and account customization? ›
An account customization project can reference objects in the same project, or objects in the account. The object must be declared as a dependency in the manifest file when from an account. A SuiteApp project can reference objects in the project or in a SuiteApp installed to the account.
How do I remove SuiteApp from NetSuite? ›
Uninstalling SuiteApps Obtained from the SuiteApp Marketplace
- Go to Customization > SuiteCloud Development > Installed SuiteApp List.
- From the Installed SuiteApps list, identify the SuiteApp you intend to uninstall.
- For the desired SuiteApp, select Uninstall from its action menu. The uninstallation process begins.
NetSuite's SuitePayments is a payment processing solution that is integrated with the NetSuite ERP system. SuitePayments allows NetSuite users to securely process customer payments, manage payment data, and automate payment-related tasks.
is visible on all SuiteAnswers pages. Click the icon to bring up the NetSuite Virtual Support Assistant.
