NetSuite Support

Oracle provides a variety of resources you can use to find answers to your questions about NetSuite.

From the Support tab, you can access the following:

SuiteAnswers – In the SuiteAnswers portlet, click Go to SuiteAnswers to open the SuiteAnswers page. You can search on the SuiteAnswers page to find support articles, training videos, help topics, and best practice documents on any subject need help with.

For more information, see SuiteAnswers Overview.

From SuiteAnswers, you can also submit a question or issue by email or contact Customer Service by phone. For more information, see Support Cases in SuiteAnswers
Support Online – To submit a question or issue to support professionals, click the Support tab, and click Go to SuiteAnswers. On the right side of the page, click the Contact Support Online button. You can send questions or comments by email 24 hours a day.

Note that you must be on the Authorized Contact list to be able to submit an online support request.

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 current case load. To improve response times, please provide lots of information (more is better), and if applicable, include steps to reproduce the problem.

Tip:
To improve your experience with NetSuite Customer Support, remember to select your preferred time zone in the Timezone field. The Timezone field is located below the Phone field on the Case Submission form. For Authorized Contacts the value of the field defaults to the time zone set in the Authorized Contact record. You can select a different time zone from the list, if you want to. For Non-Authorized Contacts the Timezone field is blank and you can select a time zone from the list.
Support By Phone – Phone support is available 24/7. Call the number provided by your account manager. Note that you must be on the Authorized Contact list to receive support by phone.

For quicker assistance, please have your account ID ready when you call. To view your account ID, use one of the following methods:
- Find your NetSuite account ID at the beginning of the NetSuite URL. For example, if the URL is https://1234567.app.netsuite.com/, your account ID is 1234567.
- If you are an account administrator, in the NetSuite UI, go to Setup > Company > Company Information. The account ID field is located near the bottom of the right column.
- In the NetSuite UI, Click the Support tab, and click Go to SuiteAnswers. Then click Contact Support by Phone.
- In the NetSuite UI, right-click the page and select View Source. Scroll to the bottom of the page. The second-last line shows your account ID and your login ID.
NetSuite Account Center – If your account administrator has provided you a role with access, click the link in the NetSuite Account Center portlet. From the NetSuite Account Center, you can view support cases and issues, and contact Support. You can submit support cases and receive responses in English, Chinese (Simplified), French, German, Japanese, Latin American Spanish, and Portuguese(Brazil). Few employees in a company have access to the NetSuite Account Center. For information, see Accessing the NetSuite Account Center.
NetSuite User Group – You can register for the Oracle NetSuite community at Oracle NetSuite Community Registration FAQ. After you register, you can go directly to the site at https://community.oracle.com/community/netsuite. You also can access the user community by clicking the link in the NetSuite User Group portlet on the Support tab of the NetSuite application.
Follow NetSuite – To follow NetSuite on Facebook, Twitter, YouTube, or the official NetSuite blog, click the links in the Follow NetSuite portlet on the Support tab.

You can find the following options on the Setup tab:

NetSuite Support Login – available at Setup > Company > NetSuite Support Login. On this page, select when you want to enable Support to log in to your account: always, never, or for the duration of your case. For more information, see NetSuite Support Login.

Note:
This setting only allows NetSuite Support to access a backup copy of your account in the QA environment to investigate cases you enter. This setting does not give NetSuite Support permission to access your production, sandbox, or release preview account.
Billing Questions – To submit a question about your bill, go to Setup > Company > Billing Questions. You can submit billing questions 24 hours a day.

Your billing questions are answered by email and are prioritized by the level of support you have purchased.
Order Forms – To order envelopes, check forms and other items, go to Setup > Accounting > Order Forms.

In addition to these resources, Oracle also provides NetSuite Help Center and other documentation. The help documentation is available by clicking Help in the upper right corner of any page in NetSuite.

Help button in the netSuite page header.

For more information, see Using the Help Center Window.

Other topics included in this section of NetSuite Basics are as follows:

Related Topics