Choosing the right NetSuite Support US partner isn’t just about answering tickets.
The real value lies in services that anticipate problems, adapt NetSuite to new requirements, and keep your team productive as the business scales.
Most support agreements stop at troubleshooting or light configuration, leaving you to fund new SOWs or re-implementations every time you need more.
Stockton10’s post-implementation support folds in deeper services, helping you protect today’s operations while planning for tomorrow.
This guide explains why premium support matters, what most plans actually cover, and five service levels many providers don’t include — but Stockton10 does.
Why Premium NetSuite Support Matters
NetSuite is a powerful ERP, but growth exposes its weak points. Month-end closes slow down, reports lag, and integrations drop data.
Basic help-desk coverage may fix single errors, but it won’t prevent recurring slowdowns or align NetSuite with new goals.
Premium support is about reliability and momentum: keeping performance steady, staying ahead of Oracle’s releases, and freeing your team to focus on revenue, not scripts or settings.
3 Common NetSuite Support Tiers
Before looking at advanced services, it helps to understand what most support plans include.
Oracle SuiteSupport: Basic vs. Premium
Oracle offers SuiteSupport in two primary levels.
Basic gives access to SuiteAnswers articles and online cases. Premium adds phone support and 24×7 assistance for priority issues; still focused on reactive fixes.
Advanced Customer Support (ACS)
ACS (Advise, Monitor, Optimize, Architect, Platform) adds planning and performance monitoring, but costs can climb fast and the engagement model often fits enterprises better than midsize businesses.
Third-party partner offerings
Most partners mirror a help-desk model: troubleshooting, password resets, minor admin work, maybe a few optimization hours. Few bake process design, release testing, or advisory sessions into the same contract.
5 NetSuite Support Service Levels Most Providers Don’t Include
Over the years, we’ve seen the same gaps appear in many support contracts. They’re not about bad service; they’re simply areas that don’t get much attention once an ERP is live.
Here are five service levels that often get overlooked and how Stockton10 approaches them inside our NetSuite Support US program.
- Continuous system health checks and performance tuning
Basic or “Premium” support typically reacts after something breaks.
Stockton10 builds quarterly NetSuite Health Checks into support plans: structured reviews of scripts, workflows, data volumes, security permissions, and customizations.
Key advantages include:
- Early detection of performance bottlenecks
- Proactive security and access reviews
- An Action Plan Blueprint for improvements
Regular reviews also prepare your account for Oracle’s biannual updates, reducing downtime and surprise glitches.
- Release management with hands-on testing
Many vendors simply forward Oracle release notes. Stockton10 assigns a consultant to review every client’s environment before an upgrade. We:
- Build a tailored test plan
- Validate custom scripts and integrations in a sandbox
- Brief your team on new features and interface changes
That proactive release management means smoother deployments and no scrambling when a script fails after an update.
- Embedded optimization and administrator training
Support should do more than “keep the lights on.”
Stockton10 folds process optimization into your hours: redesigning approval chains, SuiteFlow logic, dashboards, or saved searches to shorten close cycles and clean up data.
Administrator training is part of the package. Your team learns how to:
- Master configuration changes
- Use saved searches and KPIs effectively
- Reduce reliance on external resources
Optimization and education combine to strengthen both your system and your staff.
- Integration oversight and “project rescue”
Integrations with Shopify, HubSpot, banking APIs, WMS tools, or custom apps often sit outside standard support. Stockton10 maintains an integrations team inside our support practice to:
- Monitor API calls and data syncs
- Troubleshoot failures in real time
- Step in on stalled third-party projects
If a legacy connector or poorly written script starts threatening uptime, we can take over quickly. No new SOW required.
- Strategic guidance and roadmap planning
Most support desks don’t help you plan the next phase. Stockton10 pairs every account with a senior consultant who knows your KPIs and growth goals.
Together you’ll map a 6-12-month roadmap for modules, SuiteApps, or AI-driven reporting that boost ROI.
Because advisory time is baked into your package, support stops being a cost center and becomes a strategic asset.
Stockton10’s approach to NetSuite Support US
After go-live, the real challenges with NetSuite start to show: month-end close drags, an integration drops orders, or a script slows down invoice runs.
Stockton10 shaped its support plans around these post-implementation issues.
With flexible hours, quick response targets, and senior consultants who fine-tune processes or plan your next upgrade, it’s the kind of support that makes you think, “I’m so glad we have this in place.”
Flexible plans for any workload
Stockton10 offers two annual support packages:
- Professional Plan (240 hours) for continuous engagement
- Lite Plan (120 hours) for lighter needs
Hours can be spent on troubleshooting, optimization, training, integrations, or advisory sessions.
30-minute response and no-expiry hours
Support starts within 1-2 business days after sign-off. For urgent cases, you get a 30-minute response guarantee.
Hours never expire, so you can focus them on quarter-end, new integrations, or strategic workshops whenever they matter most.
Senior consultants with proven expertise
Every case is handled by NetSuite professionals with 3-15 years of experience in roles like Functional Consultant, Project Manager, and Technical Consultant.
Certifications range from SuiteFoundation and Administrator to advanced module credentials in SuiteBilling, ARM, and Order-to-Cash.
How To Choose The Right Support Partner
Finding a support partner is easier when you know what strong coverage looks like in practice. Here are ten questions we recommend asking, with the kinds of answers that reveal real capability.
- Do they run true health checks? Ask if they review scripts, workflows, and permissions every quarter. A good partner will explain how they catch a rogue script before it starts slowing down dashboards at month-end.
- How do they handle upgrades? Press for details on their release process. Do they test your sandbox two weeks before an Oracle update and give you a clean sign-off, or just forward the release notes?
- Can support hours be used for optimization? The right team will use time to streamline your quote-to-cash flow or rework a lagging approval chain , not just answer “how-to” tickets.
- Is administrator training part of support? Look for providers who will walk a new admin through saved searches or dashboard tweaks instead of sending a manual.
- What’s their response target? A clear SLA (for example, a 30-minute first response for priority issues) shows they’ve built support around urgency, not just queue order.
- Do they monitor integrations? A strong partner keeps an eye on Shopify or WMS sync logs and calls you before orders back up because of a failed API.
- Is advisory time included? Ask how often they sit down to plan. Maybe mapping a six-month rollout for SuiteBilling or advanced reporting.
- Can unused hours roll over? Support hours tied to the calendar often expire; flexible plans let you bank time for year-end or post-release clean-ups.
- What certifications do consultants hold? SuiteFoundation or Advanced Revenue Management credentials suggest they can troubleshoot beyond basic admin tasks.
- Do they understand your industry? A consultant who has seen how inventory costing works in manufacturing will resolve your issue faster than someone learning it on the fly.
10 Signs You May Have Outgrown Your Provider
Support plans should evolve as your business grows. If these situations sound familiar, it may be time to rethink who’s looking after your account.
- Frequent SOWs: You need a new contract every time you want a workflow automated or a dashboard redesigned.
- Integration delays: Shopify orders or bank feeds occasionally stop syncing and no one notices until customers complain.
- Painful upgrades: Each Oracle release means days of testing by your own team because no one else prepared your sandbox.
- Repeat problems: The same script error keeps resurfacing even after “fixes.”
- Shallow guidance: Support can answer where to click, but not whether a SuiteFlow is the best way to handle a complex approval.
- No forward plan: There’s never a conversation about when to add modules or clean up old customizations.
- Surprise bills: Extra charges appear for what you assumed was part of support, like a short training session.
- Vanishing hours: Any time you don’t use by year-end is simply lost instead of rolling forward.
- Patchy communication: Tickets sit silent for days or you’re unsure who’s handling an integration issue.
- Untrained staff: Your admin relies on guesswork because no one offered a walkthrough on how to adjust roles or KPIs.
Putting Reliable Support Within Reach
Keeping NetSuite running smoothly isn’t just about fixing errors when they pop up. It’s about having support that spots problems early, keeps upgrades safe, streamlines your processes, and makes sure integrations don’t hold you back.
The service levels we’ve covered are designed for teams already live on NetSuite who want to get more from the platform without constantly signing new projects or worrying about downtime.
If that sounds like what you need, let’s talk.
Stockton10’s NetSuite Support US gives you flexible hours, clear response targets, and experienced consultants ready to tune, test, or plan whenever you need them.
Book a call today and see how post-implementation support can make managing NetSuite feel simple. The kind you’re glad to have when it matters most.
