Introduction
When investing in NetSuite, ongoing support is crucial for smooth operations, minimal downtime, and long-term system optimization. Businesses often compare NetSuite Premium Support vs ACS (Advanced Customer Support) to determine which service better suits their needs. Both programs aim to enhance user experience and maximize the return on your NetSuite investment. However, they differ in structure, features, and support levels. SixLakes Consulting helps companies evaluate these options and choose the right support model to align with their operational and growth goals.
What Is NetSuite Premium Support
NetSuite Premium Support is an enhanced support package provided directly by Oracle NetSuite. It offers faster response times, 24/7 assistance for critical issues, and direct access to experienced support engineers. This service is designed for companies that want consistent and reliable help for troubleshooting, technical guidance, and system performance optimization. SixLakes Consulting often works with clients who have NetSuite Premium Support, helping them make the most of the available resources through strategic planning and best practices.
What Is NetSuite ACS (Advanced Customer Support)
NetSuite ACS, or Advanced Customer Support, is a proactive and strategic program focused on long-term success and system optimization. Unlike traditional support, ACS offers a dedicated team that works closely with your business to manage ongoing projects, system upgrades, and performance enhancements. SixLakes Consulting often collaborates with ACS teams to implement customized solutions, streamline operations, and ensure NetSuite continues to evolve with your business needs.
Key Differences Between NetSuite Premium Support vs ACS
The primary difference between NetSuite Premium Support vs ACS lies in their focus. Premium Support is reactive, providing help when issues arise. ACS, on the other hand, is proactive, offering continuous monitoring, performance tuning, and strategic guidance. While Premium Support is ideal for businesses seeking reliable technical help, ACS suits companies that want ongoing optimization and hands-on assistance from dedicated experts. SixLakes Consulting helps clients understand these distinctions and integrate the right support structure for maximum efficiency.
Response Time and Availability
When comparing NetSuite Premium Support vs ACS, response time is an important factor. Premium Support offers 24/7 coverage for critical issues, ensuring fast assistance when system outages or technical problems occur. ACS, however, goes beyond reactive response by providing a dedicated team that continuously monitors your environment. SixLakes Consulting helps businesses combine these advantages, ensuring rapid response when needed and proactive monitoring for long-term stability.
Level of Personalization
NetSuite Premium Support delivers standardized services with defined response levels, while ACS provides personalized support tailored to your specific business processes and objectives. ACS assigns dedicated account managers and functional experts who work closely with your internal team to understand unique workflows and challenges. SixLakes Consulting often complements ACS engagements by providing custom NetSuite configurations, integrations, and strategic consulting that enhance business performance.
Proactive vs Reactive Support
A major difference in the NetSuite Premium Support vs ACS debate is their approach. Premium Support operates on a reactive model—assisting users when they report issues. ACS, on the other hand, proactively identifies potential risks, optimizes system settings, and recommends best practices to prevent problems before they occur. SixLakes Consulting helps organizations benefit from both models by ensuring proactive planning while maintaining reliable reactive assistance when needed.
Cost Considerations
Cost plays a key role when choosing between NetSuite Premium Support vs ACS. Premium Support typically involves a fixed annual fee, making it predictable and budget-friendly for smaller organizations. ACS is more expensive but delivers significant long-term value through continuous optimization, faster project delivery, and improved performance. SixLakes Consulting works with clients to evaluate costs versus benefits, ensuring that each company invests in the level of support that matches its operational goals and financial capacity.
Scalability and Growth Support
For businesses experiencing rapid growth, scalability is essential. NetSuite ACS provides ongoing support to handle evolving needs, such as adding new subsidiaries, users, or functionalities. Premium Support ensures technical stability but does not include strategic scalability planning. SixLakes Consulting bridges this gap by designing scalable solutions and providing expert guidance during system expansion or international rollout.
Ongoing Optimization
Optimization is the foundation of NetSuite ACS. It ensures that your ERP continues to perform efficiently as your business evolves. The ACS team conducts regular system reviews, performance tuning, and configuration enhancements. NetSuite Premium Support offers technical help but does not provide continuous optimization. SixLakes Consulting offers similar optimization services, ensuring clients gain maximum value from their NetSuite investments, whether or not they subscribe to ACS.
Dedicated Resources and Expertise
One of the biggest advantages of ACS is access to a dedicated team of NetSuite experts, including functional consultants, technical architects, and project managers. Premium Support offers access to a global support pool, meaning assistance may come from different specialists depending on the issue. SixLakes Consulting enhances both models by providing consistent, dedicated experts who understand your unique business structure and system setup.
Upgrade and Release Management
NetSuite issues two major updates each year, which can impact customizations and workflows. ACS provides comprehensive support during these updates, including testing, validation, and post-release optimization. Premium Support offers guidance but requires your internal team to handle most of the upgrade process. SixLakes Consulting ensures smooth upgrade cycles for all clients, preventing downtime and maintaining full functionality during each release.
Which Is Right for Your Business
Choosing between NetSuite Premium Support vs ACS depends on your business complexity, internal IT capabilities, and strategic goals. Smaller organizations that require quick issue resolution often benefit from Premium Support, while larger enterprises seeking long-term system evolution prefer ACS. SixLakes Consulting helps companies evaluate their business needs and implement a tailored approach that maximizes efficiency and return on investment.
Conclusion
Understanding the difference between NetSuite Premium Support vs ACS is key to choosing the right level of assistance for your business. Premium Support provides reliable, responsive help when issues arise, while ACS delivers ongoing optimization, strategic management, and proactive guidance. Both models play vital roles in ensuring NetSuite runs smoothly and efficiently.
SixLakes Consulting works alongside both Oracle NetSuite support programs to deliver additional expertise, ensuring that clients achieve maximum system performance and business success. Whether you need immediate technical support or a proactive, long-term strategy, SixLakes Consulting provides the guidance and experience to help you succeed with NetSuite.
FAQs
What is the main difference between NetSuite Premium Support vs ACS?
NetSuite Premium Support is reactive and focuses on resolving issues, while ACS is proactive and focuses on continuous system optimization and business alignment.
Is NetSuite Premium Support suitable for small businesses?
Yes, NetSuite Premium Support is ideal for small to mid-sized businesses needing reliable technical support and 24/7 issue resolution without additional management overhead.
What advantages does ACS offer over Premium Support?
ACS offers dedicated experts, proactive monitoring, ongoing optimization, and strategic guidance that help businesses continuously improve and grow.
Can I switch from Premium Support to ACS later?
Yes, businesses can upgrade from Premium Support to ACS as their operations expand or their NetSuite environment becomes more complex.
How does SixLakes Consulting support businesses using these services?
SixLakes Consulting partners with companies using both support models, offering expert consulting, customization, and integration services to enhance overall performance.
