Support Cases in SuiteAnswers
NetSuite Support Services has two support offerings for customers: Basic and Premium.
To view your account's support subscription level, go to the Support tab in your NetSuite account, select Go to SuiteAnswers, and then click Contact Support at the top.
On the Contact Support page, you can find the NetSuite Support phone numbers, your account number, and your Call support subscription level. In addition, you can also find information about our Phone Menu and details about our issue resolution process.
See the tables below for the options available in the Basic and Premium Support offerings.
|
Basic SuiteSupport Overview |
||
|---|---|---|
|
Inquiry Type |
Support Channels |
Availability |
|
Critical Problem |
Phone Support |
24x7 |
|
Report a Problem |
Online Case (Through NetSuite Virtual Support Assistant) |
24x7 |
|
Ask a Question |
24x7 |
|
|
24x7 |
||
|
Premium SuiteSupport Overview |
||
|---|---|---|
|
Inquiry Type |
Support Channels |
Availability |
|
Report a Problem |
Phone Support |
24x7 |
|
24x7 |
||
|
Ask a Question |
24x7 |
|
|
24x7 |
||
|
24x7 |
||
To create a support case, see one of the following procedures based on your support offering:
To create a support case (Basic Support):
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Go to the Support tab in your NetSuite account, select Go to SuiteAnswers, and then click Contact Support at the top.
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Start with an AI-powered chatbot - NetSuite Virtual Support Assistant - for quick answers to your basic NetSuite questions. A chatbot icon
is visible on all SuiteAnswers pages. Click the icon to bring up the NetSuite Virtual Support Assistant. -
Chat with the Virtual Assistant for your query. If the Virtual Assistant cannot find a satisfactory answer, you can connect to other support channels available to you by requesting Additional Support options. This will bring up 2 options – Ask in the NetSuite Support Community and Report a Problem.
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Select Report a Problem. This will open the form to create an online support case.
Note:Basic support only entitles you to submit critical problems that prevent you from doing business. For other problems or questions, you can ask for advice from NetSuite professionals and a dedicated team of Support Gurus in the NetSuite Support Community. Registration is required.
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Enter a brief description of your problem, and answer the provided questions if possible.
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Attach any relevant files. The maximum file size for one file is 10MB.
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Optional: enter a contact number and select a time zone from the dropdown list.
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Optional: check the Allow a NetSuite Representative to log into a replica of your account for this case box. For more information, see NetSuite Support Login
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Click Submit Case.
To create a support case (Premium Support):
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Go to Contact Support > Create Support Case.
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Enter a query and check if an existing help topic relates to your issue.
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If no help topic matches your query, select a type of case from the dropdown list.
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Select a case severity.
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If creating a C1 case, check the 24 x 7 availability box, or complete the additional fields as requested.
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Enter a brief description of your problem, and answer the provided questions if possible.
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Attach any relevant files. The maximum file size for one file is 10MB.
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Optional: enter a contact number and select a time zone from the dropdown list.
-
Optional: check the “Allow a NetSuite Representative to log into a replica of your account for this case” checkbox. For more information, see NetSuite Support Login
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Click Submit Case.
You will receive a response by email as soon as possible. Response times vary depending on the level of support you have purchased and the support team's case load. To improve response times, please complete as many of the case specific questions as possible. The case quality indicator provides a useful visual guide about the optimum level of information to provide to Support.
If your role permits, you can check the status of your support cases in the NetSuite Account Center. For more information, see NetSuite Support and Checking the Status of Support Cases.