Types of NetSuite Support in Australia and New Zealand: Choosing the Right Partner for Your Business

With Australia accounting for 20%¹ of Oracle NetSuite’s growth and New Zealand not too far behind, understanding the types of NetSuite support available has never been more important. 

Whether your organisation uses NetSuite ERP for finance, customer relationship management (CRM), supply chain, or analytics, careful customisations and ongoing support ensure that your investment delivers maximum value over time.

Types of NetSuite Support Services

Basic Support

Basic support represents all NetSuite customers’ foundational tier of support offerings. It typically includes access to a knowledge base, user documentation, and limited technical support during business hours. Businesses can rely on these resources to troubleshoot common issues, configure standard workflows, and maintain system functionality.

While basic support offers foundational help, it may not cover complex integrations, advanced configurations, or customisation requirements. As such, growing companies often need more comprehensive support offerings to ensure optimal performance and scalability.

Advanced Customer Support (ACS)

NetSuite Advanced Customer Support (ACS) elevates the standard offering by providing faster response times, direct access to senior technical resources, and proactive account monitoring. 

ACS customers receive dedicated attention from experienced professionals who understand the nuances of complex NetSuite environments. This tier includes priority case routing, quarterly business reviews, and access to preview functionality before general release. 

Organisations processing high transaction volumes or operating mission-critical implementations find ACS invaluable for maintaining operational continuity and meeting specific needs as they arise.

Comprehensive Support

Comprehensive support expands beyond standard maintenance. It includes advanced troubleshooting, workflow optimisation, and assistance with SuiteApps or third-party integrations. Businesses with complex operational needs—such as manufacturing ERP, inventory management, or multi-subsidiary financial management—often benefit most from this level of service.

This type of support ensures that all aspects of your ERP platform function efficiently, from CRM to analytics, ensuring seamless business operations. Comprehensive support typically involves direct collaboration with NetSuite consultants who offer hands-on support and technical expertise tailored to specific business requirements.

Dedicated Support Team

Having a dedicated support team offers significant advantages for organisations with larger or more complex ERP environments. A dedicated team provides personalised assistance, shorter response times, and a deep understanding of your system setup, customisations, and business processes.

These teams are an extension of your internal IT department, managing technical issues, updates, and configurations to ensure uninterrupted operations. With their proactive support approach, businesses can focus on strategy and innovation while the experts handle optimisation and troubleshooting.

Post Go-Live Support

After implementation, post go-live support plays a vital role in stabilising operations. Users often encounter workflow challenges, configuration adjustments, or reporting issues during this phase. Post go-live support ensures that the ERP system performs as expected and aligns with the company’s day-to-day needs.

This support phase often includes user training sessions, data validation, and performance monitoring to fine-tune the solution. A skilled support team helps quickly identify and resolve teething issues, ensuring a smooth transition from project mode to steady-state operation.

NetSuite Support Packages at a Glance

Basic Support

• What it is: The standard support tier included in most NetSuite subscriptions.
  
  
• What you get:
  
  
  • 24/7 online access to the SuiteAnswers knowledge base.
    
    
  • Case submission via NetSuite’s support portal during business hours.
    
    
  • Access to product documentation and troubleshooting guides.
    
    
  • Standard response times depend on case severity.
    
    
• Limitations:
  
  
  • No proactive monitoring or dedicated advisor.
    
    
  • Suited mainly for smaller businesses with simpler configurations.
    
    

Advanced Customer Support (ACS)

• What it is: A premium, subscription-based support tier offering proactive and personalised assistance.
  
  
• What you get:
  
  
  • A dedicated Customer Success Manager for strategic guidance.
    
    
  • Regular health checks and system performance reviews.
    
    
  • Proactive issue prevention, optimisation tips, and upgrade readiness.
    
    
  • Tailored support aligned with business cycles and peak seasons.
    
    
• Ideal for: Mid-to-large organisations with complex workflows, integrations, or multi-subsidiary operations.
  
  

Comprehensive Support

• What it is: An extended service combining technical, functional, and strategic assistance elements.
  
  
• What you get:
  
  
  • Hands-on support for configuration, optimisation, and workflow troubleshooting.
    
    
  • Assistance with integrations, SuiteApps, and performance tuning.
    
    
  • Business process reviews to align ERP usage with strategic goals.
    
    
  • Often delivered in collaboration with NetSuite partners.
    
    
• Best for: Businesses seeking continuous guidance beyond standard technical support.
  
  

Dedicated Support Team

• What it is: A personalised support arrangement where businesses have a designated team of consultants or engineers managing their NetSuite environment.
  
  
• What you get:
  
  
  • Direct access to a familiar team that knows your setup and business requirements.
    
    
  • Quicker troubleshooting and tailored optimisation.
    
    
  • Consistency in service delivery across projects and system updates.
    
    
• Best for: Enterprises with heavy customisation, frequent updates, or multi-country operations.
  
  

Post Go-Live Support

• What it is: The crucial support phase immediately after NetSuite implementation.
  
  
• What you get:
  
  • Assistance with user adoption and configuration refinement.
    
    
  • Fixes for post-launch issues or integration adjustments.
    
    
  • Continuous monitoring to ensure stability and performance.
    
    
• Best for: Businesses transitioning from implementation to steady-state operations.
  
  

Integration and Technical Support

Help with NetSuite Integrations

NetSuite rarely operates in isolation within modern business technology ecosystems. Organisations integrate their ERP with e-commerce platforms, CRM systems, warehouse management solutions, payment gateways, and numerous SuiteApps. 

Expert NetSuite integration specialists help design, implement, and maintain these connections, ensuring data flows accurately between systems without duplication or loss. They troubleshoot integration failures, optimise data synchronisation processes through automation, and adapt integrations as connected systems evolve. 

Help with NetSuite integrations prevents the data silos and manual workarounds that undermine the benefits of NetSuite and streamline operations.

Troubleshooting Technical Issues

Technical issues within your management system can range from user-specific problems to system-wide performance degradation affecting entire organisations. Effective troubleshooting requires systematic diagnostic approaches, deep technical knowledge, and access to comprehensive system logs and monitoring tools. 

Technical support teams with hands-on experience quickly isolate whether issues stem from configuration errors, customisation conflicts, integration problems, data quality concerns, or platform-level matters. Their structured approach minimises downtime while preventing temporary fixes that create long-term technical debt, ensuring your NetSuite solution operates smoothly.

Updates in NetSuite

Oracle releases updates in NetSuite twice annually, introducing new features, enhancements, and mandatory changes that affect all customers. Managing these upgrades requires reviewing release notes, testing customisations and integrations against the latest version, conducting training sessions on changed functionality, and addressing any breaking changes. 

Quality implementation and support include proactive update management, where your NetSuite partner identifies potential impacts before releases go live, conducts testing in sandbox environments, and develops rollout plans that minimise disruption. This proactive approach prevents the surprises and scrambling that reactive upgrade management creates.

Training and Enablement

Training Programs and Sessions

NetSuite’s extensive functionality offers tremendous value but requires proper training programs for users to leverage its capabilities effectively and use NetSuite to its full potential. Comprehensive training sessions address different user roles, from executives accessing dashboards and analytics to accounts payable clerks processing invoices to warehouse staff managing inventory transactions. 

Effective enablement combines system-specific instruction with business process guidance, helping users understand how to complete tasks and why workflows are structured as they are. Ongoing training programs keep skills current as your configuration evolves and new team members complete their onboarding.

Best Practices for NetSuite Usage

Beyond basic functionality training, understanding best practices transforms adequate system usage into optimised operations. Best practices encompass data entry standards that maintain information quality, reporting approaches that provide actionable analytics, security configurations that protect sensitive data while ensuring compliance, and workflow designs that balance control with efficiency. 

Organisations that implement best practices from experienced NetSuite professionals avoid common pitfalls, reduce time spent on manual corrections, and extract maximum value from their ERP investment while meeting regulatory compliance requirements.

Benefits of Choosing a NetSuite Partner Like PS Global Consulting

Expertise in NetSuite Services

Working with an Oracle NetSuite partner brings specialised expertise that generic IT consultants cannot match. Certified partners maintain teams of experienced professionals who focus exclusively on the platform, accumulating deep knowledge across implementations, industries, and use cases. 

We understand the nuances of NetSuite functionality, stay current with platform evolution and updates in NetSuite, and bring insights from solving similar challenges for other NetSuite customers. 

This concentrated expertise accelerates problem resolution, improves solution quality through proven best practices, and helps you avoid expensive trial-and-error approaches. Our consultant teams offer support that addresses both immediate technical issues and long-term strategic business goals.

Streamlining Business Processes

Our role as your NetSuite partner extends beyond technical support to strategic business process optimisation and automation. We analyse how your organisation uses NetSuite, identify inefficiencies in current workflows, and recommend process improvements that increase productivity. 

This might involve automating manual tasks through saved searches and workflows, redesigning approval processes to eliminate bottlenecks, restructuring your configuration for more transparent financial reporting, or implementing SuiteApps that extend functionality. 

An experienced administrator from our team works with you to customise solutions that streamline operations. By combining ERP platform expertise with business process understanding, we help you transform operations rather than simply maintaining the status quo, delivering the full benefits of NetSuite.

Proactive Support Approach

Unlike reactive models that only respond when problems arise, we employ a proactive support approach that prevents issues before they impact your business operations. Our team monitors your NetSuite environment for performance trends, capacity constraints, and configuration risks. 

We provide guidance before small concerns become major problems affecting business hours or critical issues. Regular health checks assess system optimisation opportunities, security vulnerabilities, compliance requirements, and alignment with current best practices. 

This forward-looking approach reduces emergency support incidents, improves system stability, and frees your team to focus on strategic initiatives rather than firefighting technical issues. We offer support that adapts to your business needs, ensuring your management system evolves alongside your organisation.

You gain more than a support desk when you partner with us for NetSuite ERP support. You acquire an extension of your team committed to your success, equipped with the tools, knowledge, and dedication to ensure your NetSuite solution delivers sustained value. 

Our hands-on approach to implementation and support ensures you receive the best NetSuite support experience, tailored to your specific needs and business requirements. From initial onboarding through ongoing optimisation and upgrades, we provide comprehensive NetSuite support services that enable your success.

In a Nutshell

Understanding the types of NetSuite support available empowers Australian and New Zealand businesses to build support frameworks aligned with their operational requirements and growth ambitions. 

From basic packages suitable for established implementations to comprehensive partnerships that drive continuous improvement through proactive optimisation and automation, the right support approach ensures NetSuite remains an asset rather than becoming a source of frustration. 

Organisations that invest in appropriate support offerings, prioritise training programmes and enablement, and consider partnering with expert NetSuite specialists position themselves to leverage their ERP investment fully, adapt to changing business conditions through streamlined workflows, and maintain competitive advantages in increasingly digital markets. 

Whether you need help with NetSuite integrations, technical support, or strategic guidance, choosing support services provided by experienced professionals ensures you achieve your business goals while maximising the benefits of NetSuite for long-term success.

1. Matt Paff. The top 10 ERP systems in the Australian Market. November 28, 2023.
   https://valueadders.com.au/2023/11/the-top-10-erp-systems-in-the-australian-market/#:~:text=2.,Australian%20and%20New%20Zealand%20markets. ↩︎