NetSuite Premium Support and Advanced Customer Support (ACS) offer valuable assistance depending on your business needs.
Selecting the right support model is essential for businesses that rely on NetSuite for their daily operations. Two popular options are NetSuite Premium Support and (ACS). While both offer valuable assistance, they differ in scope, customization, and long-term benefits. SixLakes Consulting helps businesses understand these options and choose the best fit based on their goals, budget, and technical needs. This article provides a detailed comparison of NetSuite Premium Support vs ACS to help you make an informed decision.
NetSuite Premium Support is a tiered support package designed to help customers resolve technical issues quickly. It provides access to NetSuite’s technical support team, system troubleshooting, and basic guidance for configuration. Businesses that choose Premium Support benefit from faster response times, 24/7 assistance for critical issues, and periodic product updates. However, this service primarily focuses on reactive problem-solving rather than proactive optimization. For many small and mid-sized companies, it offers an affordable and efficient way to maintain system stability.
Advanced Customer Support (ACS) is a proactive and strategic service designed for organizations that want continuous system improvement. Unlike standard Premium Support, NetSuite ACS provides ongoing optimization, performance monitoring, and strategic planning. SixLakes Consulting often recommends ACS for companies with complex NetSuite environments or multiple integrations. With ACS, businesses gain access to a dedicated team of experts who help enhance performance, adopt new features, and ensure that the system evolves with changing business requirements.
The primary difference between NetSuite Premium Support vs ACS lies in their level of engagement and focus. Premium Support is reactive, resolving issues as they arise. In contrast, ACS is proactive, continuously monitoring and improving your system’s performance. Premium Support provides access to the NetSuite help desk, while ACS offers a team that works as an extension of your organization. SixLakes Consulting helps clients identify which approach suits their needs based on business complexity, scalability goals, and available resources.
Businesses that opt for NetSuite Premium Support enjoy several key benefits, including 24/7 assistance, faster case resolution, and direct access to technical experts. The support covers system troubleshooting, bug fixes, and guidance for new releases. This tier is best suited for businesses that have internal NetSuite administrators or limited integration complexity. SixLakes Consulting helps clients maximize Premium Support by offering additional training and process reviews, ensuring that every business gets the most from their NetSuite investment.
NetSuite Advanced Customer Support offers a more strategic and personalized experience. With ACS, businesses receive proactive system monitoring, quarterly optimization plans, and recommendations for feature enhancements. Dedicated account managers work closely with clients to ensure continuous improvement. SixLakes Consulting emphasizes that ACS is ideal for enterprises seeking scalability and performance excellence. This proactive approach reduces downtime, enhances ROI, and aligns NetSuite performance with your evolving business goals, making it a future-ready solution for growing companies.
NetSuite Premium Support is ideal for organizations that have stable processes and require technical assistance only when problems arise. Small to mid-sized companies or those with straightforward configurations benefit most from this support model. It provides reliable problem resolution without the higher cost associated with ACS. SixLakes Consulting recommends Premium Support for businesses with skilled internal IT teams capable of managing daily NetSuite operations while relying on NetSuite’s experts for critical issues and updates.
Companies undergoing digital transformation, rapid expansion, or complex integrations should consider NetSuite ACS. This service ensures that the system continuously adapts to changing needs, supports new functionality, and performs at optimal levels. With proactive monitoring and strategic planning, ACS acts as an extension of your internal team. SixLakes Consulting helps businesses adopt ACS to gain long-term value, reduce risks, and maintain consistent system performance even during high-growth phases or large-scale migrations.
Cost is often a deciding factor between NetSuite Premium Support vs ACS. Premium Support typically comes with predictable, lower costs and fixed service levels. ACS, however, is a more premium offering that delivers a higher return on investment through performance optimization and strategic improvements. SixLakes Consulting helps businesses assess their operational needs and budget constraints to determine which option provides the best balance of value, flexibility, and ROI for their unique requirements.
As a trusted NetSuite consulting partner, SixLakes Consulting assists clients in selecting, implementing, and optimizing their chosen support plan. We help businesses evaluate their system’s complexity, integration needs, and long-term goals before recommending either Premium Support or ACS. Beyond that, our team provides continuous support, training, and enhancement services to ensure maximum efficiency. Whether your business requires reactive technical assistance or proactive system evolution, SixLakes ensures your NetSuite environment remains reliable and optimized.
One of the main advantages of NetSuite ACS is its focus on proactive optimization. Unlike traditional support, ACS identifies potential issues before they impact performance. With continuous improvement initiatives, system audits, and upgrade readiness assessments, businesses experience fewer disruptions and improved stability. SixLakes Consulting leverages this proactive approach to help clients maintain consistent performance, reduce downtime, and achieve better long-term scalability. This ongoing optimization delivers measurable efficiency and cost savings over time.
For businesses using integrations like Celigo, Boomi, or Workato, aligning these with your support plan is vital. SixLakes Consulting ensures that whether you choose NetSuite Premium Support or ACS, your third-party integrations remain stable and compatible with every system update. Our experts coordinate integration maintenance, test workflows, and resolve compatibility issues promptly. This ensures seamless connectivity between NetSuite and external systems, supporting smooth operations across accounting, inventory, sales, and logistics.
Both NetSuite Premium Support and Advanced Customer Support (ACS) offer valuable assistance depending on your business needs. Premium Support is ideal for companies that need reliable, on-demand help, while ACS provides a proactive approach focused on system optimization and scalability. SixLakes Consulting guides organizations in choosing the best option to align with their goals, ensuring efficiency, reliability, and long-term success. By understanding the differences between NetSuite Premium Support vs ACS, businesses can make informed decisions that maximize their NetSuite investment.
Premium Support is reactive and helps resolve technical issues as they arise, while ACS is proactive, focusing on continuous optimization and system improvement.
ACS is typically better for large enterprises with complex processes or multiple integrations, offering strategic, long-term system management and improvement.
Yes, NetSuite Premium Support is ideal for small or mid-sized businesses that require basic technical assistance and do not need ongoing optimization.
Absolutely. SixLakes Consulting helps clients evaluate, implement, and optimize either Premium Support or ACS, ensuring smooth system performance.
Yes, NetSuite ACS provides dedicated account managers who monitor performance, deliver recommendations, and ensure proactive improvement of your NetSuite system.
