NetSuite Premium Support vs. Advanced Customer Support (ACS)

Introduction

Choosing the right NetSuite support model is an important operational decision. NetSuite offers two primary support paths: Premium Support and Advanced Customer Support (ACS). While both help maintain system stability, they differ in scope, engagement model, and level of proactive involvement.

Understanding these differences helps organizations select the level of support that matches their internal capabilities and system complexity.

Premium Support

Premium Support is the standard support offering that comes with NetSuite licensing. It focuses on technical issue resolution and system reliability, helping customers resolve product issues, troubleshoot errors, and maintain system availability.

Key characteristics

• 24/7 support for Severity 1 (critical) issues
• Ticket-based case management through NetSuite Support
• Access to SuiteAnswers documentation and knowledge base
• Assistance with standard product functionality
• Lower cost compared to ACS services

Best suited for

• Organizations with stable NetSuite environments
• Companies with in-house NetSuite administrators
• Businesses with limited customization or integrations

Premium Support is designed to ensure the system runs properly, but it does not include ongoing optimization, configuration work, or advisory services.

Advanced Customer Support (ACS)

Advanced Customer Support (ACS) is a subscription service that provides ongoing guidance, optimization support, and technical advisory services beyond standard support.

ACS teams work with customers on a continuous engagement model, helping maintain system performance and prepare for changes such as NetSuite upgrades.

Key characteristics

• Ongoing engagement with NetSuite support specialists
• Periodic system health reviews and optimization recommendations
• Release readiness planning for NetSuite’s biannual upgrades
• Guidance on scripts, integrations, and configurations
• Customer success–style coordination depending on engagement level

ACS does not replace implementation partners or internal teams, but it can help organizations maintain system performance as complexity increases.

Best suited for

• Organizations running NetSuite OneWorld
• Businesses with multiple integrations or customizations
• Companies without a dedicated full-time NetSuite administrator
• Teams that want ongoing system optimization support

Comparison Summary

When Organizations Typically Move to ACS

Companies often start on Premium Support and evaluate ACS as their NetSuite environment grows. ACS becomes more valuable as overall system complexity increases.

Organizations commonly consider ACS when:

• NetSuite usage becomes more complex
• The system includes custom scripts or integrations
• The business expands to multiple subsidiaries or regions
• Internal NetSuite administration capacity is limited

Role of a Consulting Partner

ACS provides platform-level guidance and optimization, but it does not replace a NetSuite consulting partner.

Consulting partners typically handle:

• Implementations and system redesign
• Custom integrations
• Business process transformation
• Change management and training
• ERP roadmap planning

Many organizations use both ACS and a consulting partner for different purposes: ACS to keep the platform healthy and current, and a partner such as SixLakes Consulting to align NetSuite with business strategy and process design.

Conclusion

Premium Support and ACS serve different needs. Premium Support focuses on resolving issues and maintaining system stability, while ACS provides ongoing guidance and optimization assistance for more complex environments.

The right choice depends on your system complexity, internal NetSuite expertise, growth plans, and budget. Many organizations begin with Premium Support and evaluate ACS as their NetSuite footprint evolves and their reliance on the platform deepens.