NetSuite Issue Resolution
Any issue that is logged by the Support team is categorized as either a defect or an enhancement.
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An issue is categorized as a defect when the problem occurs with an existing NetSuite feature that does not work as designed.
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An issue is categorized as an enhancement when the issue is a request for additional functionality for an existing feature or for a new feature.
Defect Resolution Process
Oracle NetSuite’s process for handling customer-reported defects has the following goals:
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Resolution of customer-reported defects within a targeted timeframe that is appropriate to each defect's urgency.
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Consistent and clear communication to customers throughout the defect resolution process.
As part of this process, an urgency level to each defect, based on the following key inputs:
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Business Impact – business categorization that reflects the defect's impact on operations. Defined levels are B1-B4, with B1 representing the biggest impact.
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Severity - technical categorization that reflects the defect's effect on functionality or performance. Defined levels are S1-S4, with S1 representing the greatest severity.
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Other factors - such as the number of impacted customers, whether the problem is a recently introduced defect, or a sudden change to operational behavior has occurred.
The urgency level of a defect determines the target timeframe for resolution. See NetSuite Issue Resolution Process for an up to date timeframe.
During the resolution process, the Support team communicates the following milestones to impacted customers:
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Assignment of the defect to an engineer
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Assignment of a target date for the release of a fix
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Completion of code review, testing, and authorization to release the fix
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Release of the fix to NetSuite’s production environment
The Support team can also provide further assistance as needed. If you want to request additional information or discuss an issue's urgency level, please update your support case for assistance.
For the e-Fix release schedule, see NetSuite E-Fix Release Schedule.
Viewing Defects and Enhancements
If you have a role with permission to access the NetSuite Account Center, you can view defects and enhancements associated with your support cases. See Accessing the NetSuite Account Center.
On the NetSuite Account Center page, click See Support Issues in the Customer Center - Home Links portlet to view a list of issues entered for your company. A Quick Sort dropdown list enables you to select a subset of issues to display: Recently Created, Recently Modified, or Recently Viewed.