Introduction
Selecting the right support model for NetSuite is one of the most important decisions a business can make. While NetSuite provides powerful ERP functionality out of the box, success often depends on the type of support available after go-live. Two primary options from Oracle NetSuite are Premium Support and Advanced Customer Support (ACS).
At SixLakes Consulting, we specialize in helping small and mid-market businesses get the most from their ERP investment. Many clients ask us about the difference between NetSuite Premium Support vs ACS, and which option is best for their organization. This article provides a comprehensive breakdown to guide your decision.
What is NetSuite Premium Support
NetSuite Premium Support is a step up from Basic Support. It offers faster response times and access to more resources to help businesses resolve issues quickly. With Premium Support, companies can expect:
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24/7 critical issue assistance
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Faster response times for support tickets
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Access to the NetSuite Support Portal and knowledgebase
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Guidance on product features and troubleshooting
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Escalation management for urgent cases
Premium Support is a good choice for organizations that need reliable help for day-to-day technical issues but may not require proactive optimization services.
What is NetSuite Advanced Customer Support (ACS)
Advanced Customer Support (ACS) is designed for companies that want ongoing, proactive partnership rather than reactive troubleshooting. With ACS, businesses gain access to:
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A dedicated team familiar with your account
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Proactive monitoring and optimization of your NetSuite environment
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Regular reviews and planning for upgrades
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Continuous improvement strategies tailored to your business
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Custom recommendations for workflows, integrations, and processes
ACS is ideal for growing businesses that want NetSuite to evolve with their needs, not just fix problems when they arise.
Key Differences Between Premium Support and ACS
When comparing NetSuite Premium Support vs ACS, the main differences are:
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Scope
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Premium Support: Primarily reactive troubleshooting and issue resolution
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ACS: Proactive strategy, monitoring, and continuous optimization
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Engagement
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Premium Support: Interacts when you submit cases
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ACS: Provides ongoing, dedicated engagement with your business
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Value
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Premium Support: Ensures system stability and reliability
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ACS: Helps businesses scale, adapt, and optimize long-term
Benefits of NetSuite Premium Support
Businesses that choose Premium Support benefit from:
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Reliable 24/7 access to support for critical issues
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Peace of mind knowing urgent cases are prioritized
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Faster response times than Basic Support
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Access to resources and guidance for troubleshooting
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Cost-effective support for smaller or less complex environments
Benefits of NetSuite ACS
Organizations that choose ACS gain:
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Continuous partnership with a dedicated NetSuite team
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Regular reviews to optimize performance and processes
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Proactive issue prevention rather than reactive troubleshooting
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Tailored strategies for integrations and system growth
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Alignment with long-term business goals
Which Businesses Should Choose Premium Support
Premium Support is often best for:
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Smaller businesses with straightforward NetSuite environments
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Companies that primarily need reactive support for occasional issues
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Organizations that have strong in-house NetSuite expertise and only need backup support
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Firms seeking cost-effective support without long-term advisory services
Which Businesses Should Choose ACS
ACS is recommended for:
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Growing mid-market companies with complex NetSuite environments
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Businesses that need proactive system monitoring and guidance
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Organizations lacking internal NetSuite expertise
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Companies seeking a strategic, ongoing relationship for optimization and upgrades
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Firms planning to expand or integrate NetSuite with multiple platforms
How SixLakes Consulting Complements Support Models
Regardless of whether you choose Premium Support or ACS, working with SixLakes Consulting adds significant value. We bridge the gap between vendor-provided support and your unique business needs, ensuring you get the best outcomes.
Services We Provide Beyond NetSuite Support
At SixLakes Consulting, we offer services that complement either support model:
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NetSuite implementation for new customers
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Workflow customization to fit business processes
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Optimization of existing NetSuite environments
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Integration with Shopify, Salesforce, Square, and other platforms
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Training and support for user adoption
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Reporting and analytics tailored to decision-making needs
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System consolidation to simplify complex environments
Customization for Long-Term Value
Support packages often do not cover deep customization. That is where we step in, helping businesses design workflows, dashboards, and processes that maximize NetSuite’s impact.
Optimization Beyond Support
Premium Support focuses on troubleshooting, and ACS adds optimization, but SixLakes Consulting goes further by tailoring NetSuite to your growth goals. We assess gaps, improve performance, and ensure long-term alignment.
Training and Ongoing Enablement
Support teams may resolve cases, but they do not always provide hands-on training. We empower your staff with the knowledge and confidence to use NetSuite effectively every day.
Reporting and Analytics for Better Visibility
Businesses need more than break-fix support. We design advanced reports and dashboards that turn NetSuite into a decision-making powerhouse.
System Consolidation and Integrations
Many companies run multiple disconnected systems. We integrate NetSuite with tools like ShipStation, Celigo, Shopify, and Salesforce, creating a unified platform for growth.
Industries We Support
We serve industries where ERP support is mission-critical:
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Manufacturing
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Retail and e-commerce
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Wholesale distribution
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Financial services
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Software and technology
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Health and beauty
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Food and beverage
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Logistics and transportation
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Nonprofits
Why Choose SixLakes Consulting
When comparing NetSuite Premium Support vs ACS, remember that neither replaces the value of a dedicated consulting partner. At SixLakes Consulting, we:
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Offer deep NetSuite expertise across industries
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Provide responsive, flexible, and transparent service
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Tailor every solution to unique business needs
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Build long-term partnerships for growth
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Complement vendor support with hands-on consulting
Our role is to ensure your NetSuite system delivers maximum ROI, no matter which support model you choose.
Benefits of Working with SixLakes Consulting
By partnering with us, businesses achieve:
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Stronger system performance
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Faster problem resolution
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Reduced reliance on vendor-only support
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Smarter workflows and processes
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Scalable systems for future growth
Our Values in Practice
Our work is guided by four key values:
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Responsiveness: Acting quickly when clients need help
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Flexibility: Adapting to changing business requirements
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Transparency: Clear communication from start to finish
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Long-term focus: Building relationships designed to last
These principles ensure consistent results and client satisfaction.
Client Profiles We Support
Our typical clients are small and mid-market businesses that want more from NetSuite than standard support packages provide. They often need integration, customization, or optimization that Premium Support and ACS alone cannot deliver.
Conclusion
The decision between NetSuite Premium Support vs ACS depends on your business size, complexity, and growth plans. Premium Support works well for organizations that want reliable troubleshooting and faster responses. ACS is better for those who want proactive guidance, continuous optimization, and a strategic partner inside NetSuite.
At SixLakes Consulting, we complement both models with deep expertise in implementation, customization, optimization, and integration. Guided by values of responsiveness, flexibility, transparency, and long-term partnership, we are here to ensure your NetSuite investment delivers sustainable value.
FAQs
What is the difference between NetSuite Premium Support and ACS?
Premium Support is primarily reactive troubleshooting, while ACS provides proactive monitoring, optimization, and long-term partnership.
Is ACS worth the cost compared to Premium Support?
Yes, for growing businesses with complex environments. ACS helps prevent problems before they arise and ensures NetSuite scales with your needs.
Can I use SixLakes Consulting alongside ACS?
Absolutely. We complement ACS by offering hands-on customization, integration, and optimization beyond what NetSuite provides.
Who should choose Premium Support?
Smaller businesses with simpler NetSuite environments and strong internal expertise often benefit from Premium Support as a cost-effective option.
Why partner with SixLakes Consulting if I already have support?
Because support resolves cases, but it does not optimize NetSuite for your unique business. We help bridge that gap to ensure your ERP system drives long-term growth.