When businesses invest in Oracle NetSuite, one of the key decisions they face after implementation is choosing the right support model. NetSuite offers multiple support tiers, with Premium Support and Advanced Customer Support (ACS) being the most popular. Both are designed to help companies manage, maintain, and optimize their ERP environment, but they serve very different purposes. Understanding the difference between NetSuite Premium Support and ACS is essential to ensure your system remains stable, scalable, and aligned with your business goals.
Understanding NetSuite Premium Support
NetSuite Premium Support is designed for organizations that want dependable, responsive assistance whenever issues arise. It provides extended access to NetSuite’s technical support team, faster response times, and broader availability than basic support. Premium Support ensures that your business has immediate access to qualified experts who can troubleshoot system problems, resolve errors, and offer guidance on using NetSuite effectively.
This support tier includes phone and online case submission, 24/7 availability for critical issues, and a more direct escalation path. It’s a reactive model focused on problem-solving—ideal for companies that need assurance their operations will continue smoothly if something goes wrong. Premium Support is best suited for small to mid-sized organizations with a relatively stable NetSuite environment and limited customization.
Understanding NetSuite Advanced Customer Support (ACS)
Advanced Customer Support, commonly known as ACS, is a more strategic and proactive model. Instead of waiting for issues to occur, ACS focuses on continuous improvement, system optimization, and proactive monitoring. It is designed for businesses that are scaling quickly, expanding globally, or running complex configurations that require expert oversight.
With ACS, you get a dedicated team that works closely with your organization to align your NetSuite environment with your evolving business needs. This team helps manage upgrades, optimize performance, improve security, and recommend best practices to maximize system efficiency. ACS is structured in tiers that vary based on engagement level and scope, allowing businesses to choose the level of involvement that suits their needs.
Key Differences Between Premium Support and ACS
Level of Engagement
The primary difference lies in the level of engagement. Premium Support is reactive, meaning you reach out when you encounter a problem. ACS is proactive it monitors, anticipates, and prevents issues before they affect your operations.
Focus Area
Premium Support focuses on fixing problems quickly. ACS focuses on preventing problems, enhancing performance, and ensuring that your system evolves with your business.
Resource Allocation
With Premium Support, you get access to NetSuite’s support team based on your issue severity and priority. With ACS, you are assigned a dedicated Customer Success Manager and a team that regularly reviews your account, provides optimization plans, and ensures your NetSuite system remains efficient and aligned with your objectives.
Scalability
Premium Support is sufficient for businesses that have stable configurations, moderate data volume, and fewer integrations. ACS is designed for businesses with high transaction volumes, multiple subsidiaries, complex workflows, or heavy customization.
Strategic Value
ACS provides greater long-term value by helping your organization continuously improve its NetSuite usage, whereas Premium Support primarily ensures that the system remains operational and issues are resolved quickly.
Cost Consideration
Premium Support is generally less expensive, as it covers technical troubleshooting and reactive support. ACS comes at a higher cost but offers greater strategic benefits, making it an investment in long-term growth rather than a cost for problem resolution.
Which One Is Right for Your Business?
The right choice between Premium Support and ACS depends on your organization’s complexity, size, and future goals. If your company’s NetSuite environment is relatively simple, with limited customization, Premium Support will likely be sufficient. It ensures prompt technical assistance without additional costs. However, if your business is expanding, managing multiple entities, or relying heavily on NetSuite for complex processes, ACS provides the proactive partnership necessary to maintain optimal system performance. ACS helps you stay ahead of potential issues, align your ERP with changing business models, and maximize the return on your NetSuite investment.
Benefits of Choosing Premium Support
Premium Support offers peace of mind with guaranteed response times and around-the-clock access for critical issues. It ensures that your team has the help it needs whenever a system issue occurs. This level of support helps reduce downtime, improve issue resolution speed, and maintain smooth daily operations. For many small and mid-sized businesses, Premium Support delivers the ideal balance of reliability and cost efficiency.
Benefits of Choosing ACS
ACS provides a deeper relationship with NetSuite experts who focus on strategic optimization. Instead of simply fixing issues, ACS helps identify system inefficiencies, optimize workflows, and recommend best practices. Businesses that opt for ACS often experience improved performance, better user adoption, and reduced risk during system upgrades or expansions. Additionally, ACS helps organizations plan for future needs by providing proactive recommendations. This includes performance tuning, integration optimization, and feature adoption to ensure that your NetSuite environment continuously supports growth and innovation.
Common Scenarios for Each Support Model
A business using NetSuite primarily for accounting and inventory management with minimal customizations might find Premium Support sufficient. The company benefits from faster response times without needing extensive system optimization.
On the other hand, a fast-growing eCommerce retailer with multiple sales channels, complex order workflows, and integrated third-party apps would benefit from ACS. The proactive approach ensures that system performance remains strong as order volumes and complexity increase.
The Role of SixLakes Consulting
When it comes to selecting, implementing, and optimizing your NetSuite support model, SixLakes Consulting stands out as a trusted partner. Based in Austin, Texas, SixLakes Consulting specializes in helping small and mid-market businesses get the most value from their NetSuite investment.
The team offers expert guidance in both Premium Support and ACS models, helping clients determine which approach aligns best with their needs. SixLakes Consulting also provides ongoing optimization, custom development, and integration services that enhance the effectiveness of either support tier.
By working with SixLakes Consulting, businesses gain not only technical support but also strategic insights that drive system efficiency and business growth.
Making the Transition from Premium to ACS
Many businesses begin with Premium Support and eventually transition to ACS as their operations become more complex. This transition is a natural step as the company grows and requires a more proactive approach to managing its ERP system. SixLakes Consulting helps businesses evaluate the right time for this transition and ensures a seamless migration without disrupting operations. The consulting team assists in assessing current usage patterns, identifying optimization opportunities, and establishing key performance metrics to measure the impact of ACS after implementation.
Conclusion
Both NetSuite Premium Support and ACS play vital roles in maintaining a healthy, efficient ERP system. The choice depends on your business’s stage, size, and complexity. Premium Support provides reliability and fast issue resolution, ideal for businesses with simpler needs. ACS, on the other hand, is a strategic partnership focused on continuous improvement and scalability. For businesses seeking to get the best of both worlds—operational reliability and strategic optimization working with an experienced NetSuite partner like SixLakes Consulting ensures that your ERP system not only supports your business today but also grows with it tomorrow.
FAQs
What is the main difference between Premium Support and ACS?
Premium Support is reactive and focuses on issue resolution, while ACS is proactive and designed for continuous optimization and system growth.
Is ACS necessary for all businesses?
Not necessarily. Smaller businesses or those with simpler configurations can manage effectively with Premium Support. ACS is better suited for growing or complex organizations.
Can I start with Premium Support and move to ACS later?
Yes, many businesses begin with Premium Support and transition to ACS as their operations expand or as they require more strategic system management.
Does ACS replace Premium Support?
No, ACS builds on top of Premium Support, offering more comprehensive and proactive services rather than replacing the reactive elements.
How can SixLakes Consulting help with support decisions?
SixLakes Consulting helps businesses assess their current support needs, optimize their NetSuite environment, and guide them in choosing or transitioning between support tiers effectively.
Which option provides better ROI?
ACS typically provides higher long-term ROI for growing companies because it focuses on proactive optimization and scalability, while Premium Support provides immediate operational stability.
What should I consider before choosing ACS?
Consider your business size, system complexity, growth plans, and internal resources. If your business is scaling quickly or heavily reliant on NetSuite, ACS is a valuable investment.