5 Benefits to Working with a NetSuite Support Partner
Maximizing Your NetSuite Success
NetSuite customers have a couple of options when it comes to ongoing NetSuite support – either working with NetSuite directly or working with a NetSuite support partner. Many teams need customized support and benefit from having a trusted advisor to help continuously maximize the value of NetSuite.
A NetSuite partner brings together experienced consultants, personalized service, and strategic guidance to help you get the most from NetSuite long after implementation is complete. The right partner becomes an extension of your team, helping you optimize processes, adopt new functionality, and support your business as it grows.
Here are five ways a NetSuite support partner can provide value beyond traditional support services.
Using a NetSuite Support Partner: 5 Benefits Beyond Basic Support
1. Experienced Consultants on Your Team
An established NetSuite partner provides access to senior consultants who have spent years implementing, optimizing, and supporting NetSuite across a variety of industries. They’ve likely encountered challenges similar to yours and can often recommend proven solutions or best practices based on real-world experience.
Beyond technical expertise, experienced consultants understand how NetSuite impacts finance, operations, supply chain, manufacturing, and other core business functions. That broader perspective allows them to solve problems while keeping your overall business goals in mind.
Over time, these consultants become an extension of your internal team—providing guidance that’s informed by both NetSuite expertise and a growing understanding of your organization.
2. Alignment with Your Business
The best NetSuite support starts with an understanding of your business. Rather than explaining your internal processes every time you have a question, working with a dedicated NetSuite partner means you’ll have an account manager and support team that are familiar with your workflows, customizations, integrations, and long-term objectives.
Because your support partner already understands your environment, conversations can focus on solving the issue instead of gathering background information. The result is a more personalized support experience and recommendations that align with your business strategy, not just your immediate support request.
3. Faster Response Times
Many NetSuite partners offer service level agreements with rapid response times, allowing you to connect with experienced consultants quickly. At Terillium, our managed services clients typically receive a one-hour response time for support requests to keep projects moving forward.
Equally important, you’ll work with the same team over time. That continuity enables consultants to quickly understand the context of your request and begin working toward a resolution without unnecessary delays.
4. Flexible Support Contracts
A NetSuite partner offers the flexibility to scale support as your business changes. Instead of paying for services you don’t use, partners provide support plans with monthly hours that can roll over when they’re not used. Flexible agreements also make it easier to adjust your level of support as your priorities change over time.
This approach gives organizations the confidence that they have expert help available whenever they need it, without being locked into expensive, long-term support contracts as the default.
5. Capitalizing on Your NetSuite Investment
The most successful NetSuite customers are continuously improving their ERP capabilities.
A trusted NetSuite support partner helps you identify opportunities to streamline processes, automate manual tasks, improve reporting, and take advantage of new functionality as Oracle continues to enhance NetSuite.
At Terillium, this proactive approach includes regular strategy check-ins with your dedicated account manager to review your business goals, discuss open initiatives, prioritize enhancements, and ensure your support plan continues to meet your needs.
We also help clients prepare for every new NetSuite release through upgrade assessments that include testing recommendations, an overview of relevant new features, and guidance on which capabilities are worth adopting. Instead of wondering what’s changed, you’ll have a clear plan for how each release can benefit your business.
The Long-Term Value
The right support partner does more than answer questions. Our team helps you get more value from NetSuite year after year. Terillium’s SuiteAssist managed services program combines experienced consultants, a dedicated success manager, fast response times, flexible contracts, rollover hours, quarterly business reviews, and more to help your ERP evolve alongside your business. Whether you need day-to-day support, strategic guidance, or help planning your next initiative, our team can help you maximize your NetSuite investment.
NetSuite Support Partner – Frequently Asked Questions
A NetSuite partner provides technical and functional support as well as strategic consulting based on your business needs. Working with a NetSuite partner provides access to dedicated NetSuite support services for your organization. NetSuite partners handle support ticket requests as well as proactive planning to take advantage of new features and other ERP optimizations.
The difference between working with NetSuite directly or a NetSuite partner is the level of customized support service. NetSuite provides basic support to all NetSuite customers. NetSuite offers two additional tiers of support – Premium and Advanced Customer Support – for an annual fee. Working with a NetSuite partner is a separate option NetSuite customers have outside of NetSuite support. NetSuite partners often provide support services that are customized to your specific needs.
Look for a NetSuite partner that can demonstrate both NetSuite expertise and relevant knowledge to your industry. Top NetSuite partners can provide customer references and case studies to show a proven track record. Most importantly, the partner should show an understanding of your business and provide easy communication access (ability to easily submit support tickets and email your success manager as well as senior consultants).
