Introduction
When implementing or managing NetSuite, businesses often face a critical decision: choosing the right level of support. Two widely considered options are NetSuite Premium Support and NetSuite Advanced Customer Support (ACS). Both aim to provide assistance, but they differ in scope, cost, and long-term value. For companies looking to maximize their ERP investment, understanding NetSuite Premium Support vs ACS is essential. This article explores the differences, benefits, and how partners like SixLakes Consulting can bridge the gap.
What is NetSuite Premium Support?
NetSuite Premium Support is designed as an enhanced support package for companies that need quicker response times and higher availability. It includes 24/7 critical case support, accelerated response windows, and a designated support manager for urgent needs. This option is valuable for businesses that rely heavily on NetSuite and cannot afford downtime. Premium Support ensures that technical issues are resolved promptly, reducing operational risks. However, it remains reactive in nature and does not include proactive optimization strategies.
What is NetSuite Advanced Customer Support (ACS)?
NetSuite ACS goes beyond issue resolution to provide ongoing optimization and proactive engagement. With ACS, businesses gain a dedicated team of experts who continuously monitor performance, recommend improvements, and help adapt NetSuite to evolving business needs. Unlike Premium Support, ACS is focused on long-term partnership, strategy, and scalability. Companies using ACS benefit from quarterly reviews, custom guidance, and roadmap planning. This makes it an ideal choice for businesses with complex operations or those scaling rapidly.
Comparing Scope of Services
When evaluating NetSuite Premium Support vs ACS, one of the biggest differences lies in service scope. Premium Support is mostly reactive it helps when something breaks or when assistance is needed urgently. ACS, on the other hand, is proactive. It doesn’t just solve problems but also prevents them by recommending best practices and monitoring system performance. Businesses with predictable operations may find Premium Support sufficient, while dynamic, growing companies often lean toward ACS for continuous improvement.
Response Time and Availability
Response time is a key deciding factor for many businesses. With Premium Support, customers benefit from faster case responses, especially for critical issues. This can mean the difference between hours of downtime and smooth continuity. ACS, however, takes response a step further by offering proactive monitoring. Instead of waiting for an issue to occur, ACS specialists often identify risks in advance. For organizations where downtime directly impacts revenue, ACS provides a superior level of reliability and peace of mind.
Cost Considerations
Cost often plays a central role when comparing NetSuite Premium Support vs ACS. Premium Support is more affordable, offering a safety net without major ongoing investments. It’s suitable for companies that want enhanced support but aren’t yet ready for proactive, high-touch services. ACS, while more expensive, delivers long-term ROI by reducing risks, improving efficiency, and ensuring scalability. Businesses should evaluate not just immediate budgets but also long-term growth strategies to determine which model delivers the most value.
Suitability for Small and Medium Businesses
Small and medium-sized businesses often start with Premium Support because it provides enhanced coverage at a manageable cost. For these organizations, the main goal is to resolve issues quickly without adding extra operational complexity. However, as these businesses expand into new markets, add subsidiaries, or diversify product lines, ACS becomes a more suitable choice. ACS ensures that NetSuite grows with the business, offering proactive guidance and dedicated expertise that smaller teams might lack internally.
Suitability for Large Enterprises
Larger enterprises with complex structures and high transaction volumes often find ACS indispensable. Unlike Premium Support, ACS delivers strategic input and a partnership-driven approach. With a dedicated team monitoring the system, enterprises benefit from predictive insights, ongoing optimization, and faster adaptation to business changes. This ensures that the ERP system remains aligned with evolving enterprise goals. For large businesses, the choice between NetSuite Premium Support vs ACS often leans heavily toward ACS as a strategic investment.
Risks of Relying Only on Premium Support
While Premium Support provides faster assistance than basic support, it still leaves gaps. Businesses relying solely on this option may find themselves reacting to problems instead of preventing them. Without proactive optimization, inefficiencies may accumulate over time. For example, workflows might not scale properly, or integrations could experience bottlenecks. These issues can lead to revenue loss and customer dissatisfaction. For growing organizations, the lack of proactive engagement is the main drawback of relying only on Premium Support.
Advantages of ACS Over Premium Support
ACS stands out because it bridges the gap between technical assistance and business strategy. The dedicated ACS team works as an extension of the company, ensuring that NetSuite adapts as business processes evolve. Benefits include performance optimization, strategic roadmap planning, quarterly reviews, and continuous system improvements. Unlike Premium Support, which is largely reactive, ACS ensures businesses remain agile and competitive. This proactive partnership makes ACS the stronger option for businesses seeking long-term ERP success.
The Role of SixLakes Consulting
While Oracle NetSuite offers both Premium Support and ACS, many companies partner with consultants to maximize their investment. SixLakes Consulting specializes in helping businesses navigate these choices effectively. With deep industry expertise and hands-on experience, they provide tailored solutions that balance cost and value. Whether a business chooses Premium Support, ACS, or a hybrid approach, SixLakes Consulting ensures smooth implementation, optimization, and long-term success. Their flexibility and quick response make them a valuable partner for growing businesses.
Combining Support with Consulting Expertise
One strategy many companies adopt is combining Oracle’s support models with third-party consulting expertise. For example, a business might maintain Premium Support for technical coverage while leveraging SixLakes Consulting for proactive optimization. This approach offers the best of both worlds: reliable issue resolution and ongoing improvements without the full cost of ACS. By blending resources, businesses can control expenses while still benefiting from customization, tailored workflows, and scalable ERP solutions.
Long-Term ROI of ACS and Consulting
When evaluating ROI, ACS provides measurable long-term benefits. By preventing downtime, optimizing performance, and ensuring scalability, businesses reduce hidden costs associated with inefficiencies. Pairing ACS with SixLakes Consulting amplifies this value further. Consulting services ensure custom solutions, faster implementations, and continuous alignment with business goals. Over several years, the combined benefits outweigh initial costs, making ACS not just an expense but a growth enabler. For many businesses, this makes ACS the clear choice for sustainable ROI.
Transitioning from Premium Support to ACS
Many businesses begin with Premium Support and eventually transition to ACS as they grow. This transition is smoother when guided by partners like SixLakes Consulting, who help assess readiness, outline goals, and support the shift. The move to ACS often aligns with scaling operations, global expansion, or increasing system complexity. By planning ahead, businesses can minimize disruptions and maximize the value of their ERP system throughout every stage of growth.
SixLakes Consulting Location
SixLakes Consulting is headquartered in Austin, Texas, serving businesses across the United States. From their central location, they offer consulting, optimization, and integration services tailored to NetSuite users. Their team combines deep ERP expertise with a startup-like agility, allowing them to deliver quick and effective solutions. For businesses in Austin and beyond, SixLakes Consulting provides the local presence and nationwide reach needed to maximize NetSuite investments. Their consulting support complements Oracle’s offerings seamlessly.
Choosing Between Premium Support and ACS
The choice between NetSuite Premium Support vs ACS ultimately depends on a company’s size, growth stage, and strategic goals. Smaller businesses with limited budgets may find Premium Support sufficient, while fast-growing or enterprise-level organizations benefit more from ACS. Working with experts like SixLakes Consulting ensures that whichever option is chosen delivers maximum value. By carefully aligning support models with business needs, companies can achieve long-term efficiency, reliability, and scalability in their ERP journey.
The Future of NetSuite Support Services
As technology evolves, so too will NetSuite support models. Businesses can expect more AI-driven support, predictive analytics, and automation in the coming years. This will blur the line between reactive and proactive services. Companies that invest early in ACS or partner with consultants like SixLakes Consulting will be better positioned to adopt these innovations quickly. The future of support will not just resolve issues it will predict, prevent, and optimize at every level of ERP operations.
Conclusion
When comparing NetSuite Premium Support vs ACS, the decision comes down to whether a business needs reactive help or proactive partnership. Premium Support offers affordability and faster issue resolution, while ACS delivers long-term optimization and dedicated strategic engagement. With SixLakes Consulting as a partner, businesses gain additional expertise to complement either choice. From their base in Austin, Texas, they help companies maximize efficiency, scale with confidence, and get the most from their NetSuite investments.
