NetSuite Service Tiers Frequently Asked Questions
For more information, see the following frequently asked questions (FAQs) about NetSuite Service Tiers.
Performance and Scalability FAQs
The following frequently asked questions are about performance and scalability in the NetSuite application.
How do I find information about my NetSuite Service Tier?
If you have the Administrator role, you can view your current service tier in the NetSuite application, at Setup > Company > Service Tier Dashboard.
Additionally, you can view your concurrency usage and other limits at Setup > Integration > Integration Governance.
Does my service tier affect performance and scalability of my NetSuite account?
NetSuite service tiers do not affect your account performance. However, 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. The Application Performance Management SuiteApp can be found in the SuiteApp marketplace. For details on installing SuiteApps, see SuiteApp Installation.
For more information about APM, 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 additional capacity for more users, file cabinet storage, transaction volume and concurrency to support your business growth.
NetSuite Service Tier Dashboard FAQs
The following frequently asked questions are about the NetSuite Service Tier Dashboard.
Where can I check my Service Tier usage metrics?
Administrators can view your account’s usage details in the Service Tier Dashboard. To access the dashboard, go to Setup > Company > Service Tier Dashboard. For more information, see Service Tier Dashboard.
Who can access the Service Tier Dashboard?
Users with the Administrator role can access the Service Tier Dashboard. For more information about service tiers, see NetSuite Service Tiers.
What is the difference between the Service Tier Dashboard and the SuiteSuccess Transaction Types Analysis Workbook SuiteApp?
The Service Tier Dashboard shows your NetSuite account usage and Service Tier metrics, including, your monthly transaction lines for the previous month, as well as a rolling monthly average for the previous six months of monthly transaction lines. It also shows you the storage capacity in your file cabinet, the number of full licensed users provisioned in your account, and the number of SuiteCloud Plus licenses you have purchased. For more information, see Service Tier Dashboard.
The SuiteSuccess Transaction Types Analysis Workbook is available on the SuiteApp marketplace to help you determine your company’s transaction line usage for the current month in NetSuite. If you install the SuiteApp, you can determine how many transaction lines you generate in the current month and then analyze transaction lines by transaction type. For more information, see Transaction Types Included in Monthly Transaction Lines Metric. For details on installing SuiteApps, see SuiteApp Installation.
What transaction types contribute to the Monthly Transaction Lines metric?
NetSuite account usage is measured using transaction lines. Monthly Transaction Lines are reported each month and a 6-month rolling average is 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.
Why are my Monthly Transaction Lines higher than expected? We only have a few line items on each of our transactions, but the current Service Tier Dashboard numbers are considerably higher.
It is important to know that a single transaction is not necessarily one transaction line in the Monthly Transaction Lines metric. There can be underlying component items that are included in the Monthly Transaction Lines metric.
For example, if you have a Groups, Assemblies, and Kit/Packages sales order form that includes one assembly item with five components, the transaction lines would look like this:
Main Line (1) + Assembly Item (1) + Component Items (5) = 7 transaction lines.
The sales order form in NetSuite might show this:
Main Line (1) + Assembly Item (1) = 2.
This means the line items seen on the sales order form, are not necessarily a reflection of the transaction lines included in your Monthly Transaction Lines metric.
If you want to see your Monthly Transaction Line metric breakdown for the current month, the SuiteSuccess Transaction Types Analysis Workbook can give you an accurate view into your data. The SuiteSuccess Transaction Types Analysis Workbook will count and display the component lines and provide visibility when Groups, Assemblies and Kit/Packages are used.
For more details about monthly transaction types and line items, see Transaction Types Included in Monthly Transaction Lines Metric. For more details about counting line items, please see Groups, Assemblies, and Kit/Packages, SuiteAnswers ID 30578, and Cost of Goods Sold (COGS) GL Impact, SuiteAnswers ID 7819. If you would like to see your current month’s transaction lines in detail, please see the SuiteSuccess Transaction Type Analysis Workbook SuiteApp. For details on installing SuiteApps, see SuiteApp Installation.
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
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Specialized User: WMS role
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Specialized User: CRM role
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Specialized User: View and Approve role
For more information about the above mentioned roles, see:
Why is the Service Tier Dashboard missing some data?
If some of the dashboard items are not displayed, it is likely because you have not yet used or purchased capacity for that resource yet.
Can I see the Service Tier Dashboard in non-production accounts (sandbox, development, Release Preview)?
No, the dashboard is not currently available for non-production accounts. It may become available in the future.
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?
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.
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.
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.
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 will receive a notification when your tier upgrade is complete.
If additional maintenance is required, account administrators are alerted through an in-account notification 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 is completed, you will receive notification 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.
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. 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.