Your NetSuite Support Guide

A quick guide to finding the right Netsuite support for your business

Finding NetSuite support can be a game changer when it comes to driving growth, efficiency, and cost savings for your organization. There are two main options for NetSuite support:

  1. Working with an official NetSuite partner.
  2. Working directly with NetSuite support.


Learn more about each option below.

Working with a NetSuite Partner

A Quick Overview of Terillium Support Services

We offer support services through our SuiteAssist program. Our SuiteAssist team is led by senior NetSuite consultants. We provide:

  • Flexible contracts based on your needs
  • Dedicated account manager
  • Quick response times (an hour or less)
  • Direct Access to experienced consultants
NetSuite Alliance Partner

We offer technical and functional support. Our team can assess your current configuration, build custom reports, add new functionality, optimize your current system, train users, solve your issues list, and more.

Looking for immediate support? Submit a ticket to our team now.

Working with NetSuite Directly

A Quick Overview of NetSuite Support Services

NetSuite offers three support tiers to users: Basic, Premium, and Advanced Customer Support (ACS).

Basic NetSuite support is free (or included) for all NetSuite users. It’s an online support ticket request, and response time can vary.

Premium NetSuite support has a fee. This option includes 24/7 support. It’s helpful for companies who use a simple instance of NetSuite, and support needs are minor.

Advanced Customer Support from NetSuite is the most expensive option. ACS requires an annual contract that is paid upfront. Within ACS, there are four levels of support: ACS Advice, ACS Monitor, ACS Optimize, and ACS Architect.

NetSuite Support Contact Information

Terillium NetSuite Support

NetSuite Customer Support

  • Log-in to your NetSuite account and navigate to the support tab
  • Search the SuiteAnswers knowledge base
  • Call 1 (877) 638-7848

Need NetSuite Support?

Get in touch with our team now.

CONTACT US

Benefits of using a NetSuite partner for support

There are upsides to using a NetSuite partner (like Terillium) for support services. Below are the top benefits our clients frequently mention.

Strategic relationship building

We partner with our clients and get to know your business. This makes our support process iterative – you’re not starting fresh or repeating important information about your business on every support ticket or call.

Our clients all have a dedicated account manager who familiarizes themselves with your business and how you use NetSuite. The account manager also keeps track of support requests and helps expedite response time. Almost always, our response time is less than an hour.

Senior NetSuite consultants on speed dial

Our managed services team includes several senior NetSuite consultants specialized in manufacturing, distribution, finance, supply chain and more. All of our clients have quick and easy access to NetSuite expertise, not just an online helpdesk. When you reach out to us for support, we’re not referencing a predetermined script. We listen to your needs and come up with the best solution.

Flexibility depending on your business needs

Our SuiteAssist clients are billed monthly and can change hours as we go. Our contracts are flexible, no annual contracts or payments upfront are required. You can cancel at any time with 30 days notice.

Take NetSuite to the Next Level with a Free Support Trial

Terillium SuiteAssist

We offer new clients their first support ticket for free to try out working with our certified, specialized consulting team.

We help SuiteAssist clients with:

  • Post go-live support
  • System optimizations
  • Training
  • Technical support – reporting, scripts, automation, workflows
  • New module implementations
  • Third-party integrations (such as Celigo, Salesforce, Shopify, Avalara Tax, RF-SMART, Pacejet, ShipHawk)
  • Implementing new NetSuite modules
  • Improving accounts payable process (bank reconciliations, ACH payments)
  • Fixed Assets
  • Revenue Recognition
  • And more

Learn more about our NetSuite support services.