Service Tier Upgrade FAQs
The following frequently asked questions are about the NetSuite Service Tier upgrade.
Can I pick the date and time of my upgrade?
No. We strive to upgrade your service tier as soon as your new service tier's first invoice is fulfilled.
What actions are required of me in preparation of my Service Tier upgrade?
You don't need to do anything before the tier upgrade because your data doesn't change. After the upgrade, you may need to update integrations and customizations to use the additional base tier concurrency and any additional SuiteCloud Plus licenses you bought.
How long does it take to receive the new service tier after I place my order?
The service tier upgrade starts right after the sales order is billed. After the sales order is billed, an invoice is generated, and a new service tier license is created. You'll get your new service tier within 3 days of license creation.
After the new license is created, the system updates the base concurrency threads automatically.
Your new service tier components are provisioned as of the contract start date. The components include file cabinet storage size, full licensed users, and monthly transaction line limits.
Where in NetSuite can I check the status of my service tier?
You can confirm your new service tier by checking your Billing Information page when your new service tier begins. The Service Tier field on the Billing Information page is updated 72 hours after the new license start date. To access your Billing Information page, go to Setup > Company > View Billing Information.
You can also check your service tier on the Service Tier Dashboard page. To access the dashboard, go to Setup > Company > Service Tier Dashboard.
Will I be notified when the tier upgrade is complete?
Yes. You'll get a notification when your tier upgrade is finished.
If additional maintenance is required, users with the Administrator role get an in-account notification at least 48 hours in advance. This doesn't affect your ability to use the increased capacity of the new tier. After the additional maintenance is complete, you'll get a notification if the Maintenance Complete box is checked at Setup > Company > General Preferences.
If additional maintenance is required, do I need to do anything to prepare for the scheduled maintenance related to the service tier upgrade?
If additional maintenance with downtime is required, consider pausing any 24/7 integrations before the scheduled date. Try to run those processes to run ahead of the scheduled maintenance window (best practices). You can resume the processes after maintenance is complete.
Can I purchase an upgrade for a short-term period and later downgrade to a lower tier?
Service tiers support long-term growth and aren't meant for short-term spikes. Customers get a wider threshold in tracked attributes, so you rarely need to downgrade.
How is my sandbox account upgraded?
NetSuite offers one sandbox option, so no upgrades are possible or needed. We no longer offer premium sandboxes since all customer sandbox accounts have their own database instance.
Who can I speak with about tier upgrades?
Contact your Account Manager if you have questions or concerns about the tier upgrade process. For technical questions, contact NetSuite Customer Support.