NetSuite Service Tiers Frequently Asked Questions
For more information, see the following frequently asked questions about NetSuite Service Tiers.
Does my service tier affect performance and scalability of my NetSuite account?
Oracle NetSuite has tools and teams, such as ACS Optimize and Support, to help solve performance-related problems and optimize your service tier and number of SuiteCloud Plus licenses.
When you think about performance, your most common question is likely how long will it take? Performance issues including page load times, integration request process times, and single transaction load/save/edit times can be resolved by using the Application Performance Management tools, doing root cause analysis with Support, and involving ACS for more technical health-check reports. Regardless of your service tier, you should use these tools and teams to help you optimize the performance of your NetSuite account.
For more information, see Application Performance Management (APM).
When you think about scalability, your most common question is likely how many do we need? Scalability issues include user counts, map-reduce, and integration concurrency, which can be monitored using APM Concurrency. One main option to resolve these issues is to purchase additional SuiteCloud Plus licenses. The service tier you choose, affects the maximum number of SuiteCloud Plus licenses you can add to your NetSuite account.
For more information, see SuiteCloud Plus Settings.
Will a tier upgrade fix my performance issues?
No, your service tier does not impact performance. Service tier upgrades provide an additional number of users, file cabinet storage, transaction volume and concurrency to support your business growth.
How long does it take to receive the new service tier after I place my order?
The service tier upgrade begins immediately after the sales order is billed. After the sales order is billed, an invoice is generated, and a new license is created for the service tier. You will receive your new service tier within 3 days of license creation.
After the new license creation, the system updates the base concurrency threads automatically.
Your new service tier components, such as file cabinet storage size, full licensed users purchased, and monthly transaction line limits are provisioned as of the contract start date.
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.
How am I notified when my new service tier begins?
You can find your new service tier listed on the Billing Information page within 72 hours after the new license becomes active. If additional maintenance with downtime is required, your administrators are notified at least 48 hours before the maintenance regarding the downtime through an In Account Notification (IAN). This does not impact your ability to begin using the increased capacity of the new tier.
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 after 72 hours of the new license start date. To access your Billing Information page, go to Setup > Company > View Billing Information.
What actions are required of me in preparation of my Service Tier upgrade?
There is no preparation required before the tier upgrade because there are no changes to your data. After the upgrade is complete, you may need to modify integrations and customizations to use the additional available base tier concurrency and any additional SuiteCloud Plus licenses purchased.
Will I be notified when the tier upgrade is complete?
Yes. You will receive a notification when your tier upgrade is complete.
If additional maintenance is required, account administrators will be alerted through an IAN at least 48 hours ahead of the maintenance. This does not impact your ability to begin using the increased capacity of the new tier. After the additional maintenance has been completed, you will be notified if you have opted-in through the notification settings at Setup > Company > General Preferences > Maintenance Complete.
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 integrations that are running 24/7 before the scheduled date and schedule those processes to run ahead of the scheduled maintenance window (best practices). Those processes can resume after the maintenance is complete.
What transaction types contribute to the Monthly Transaction Lines metric?
NetSuite account usage is measured using transaction lines. Monthly Transaction Lines will be reported each month and a 6-month rolling average will be used to determine the appropriate service tier. For a list of the transaction types used to determine the Monthly Transaction Line metric, see Transaction Types Included in Monthly Transaction Lines Metric.
What is a Full Licensed User?
A user is an individual who has access to a NetSuite account. Full Licensed Users are individuals who are assigned any role (Standard or Custom) that requires the user login to perform activity within NetSuite. To check the number of Full Licensed Users currently provisioned or currently used in your account, go to Setup > Company > View Billing Information and look under Billable Components.
It is important to note that it is the email address associated with the user that is counted as one user license. That email address can be associated with multiple roles within NetSuite, but still only counts as one Full Licensed User.
For example:
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If the user only has an Administrator role assigned, this is counted as one user against the Full Licensed Users.
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If the user has both an Administrator role and a Custom role assigned, this only counts as one user against the Full Licensed Users, if the user is using the same email address for both roles.
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If the user has both an Administrator role and an Employee Center role assigned, this is only counted as one user against the Full Licensed Users.
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If the user only has an Employee Center role assigned, this is not counted against the Full Licensed Users count.
The following roles do not count against the Full Licensed Users count, because they do not grant the user with full NetSuite account access:
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Customer Center role
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Employee Center role
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Advanced Partner Center role
For more information about the above mentioned roles, see:
Can I purchase an upgrade for a short-term period and later downgrade to a lower tier?
Service tiers align with long-term growth and are not appropriate for accommodating short-term spikes. With the new tier structuring, customers have a wider threshold in tracked attributes and are much less likely to require a tier downgrade.
How is my sandbox account upgraded?
NetSuite provides one sandbox offering, so no upgrades are possible or required. Note that we no longer offer premium sandboxes as all customer sandbox accounts will have their own database instance.
Who can I speak with about tier upgrades?
Contact your Account Manager to discuss your questions or concerns about the tier upgrade process. Contact NetSuite Customer Support for technical questions.