NetSuite Premium Support vs ACS | Expert Comparison by SixLakes Consulting

Introduction

Choosing the right support model for your NetSuite system can greatly impact performance, scalability, and user experience. Two of the most common options NetSuite Premium Support and Advanced Customer Support (ACS) offer distinct benefits depending on your business goals. At SixLakes Consulting, we help organizations evaluate and implement the right support strategy to ensure maximum ROI, smoother operations, and ongoing system optimization.

What is NetSuite Premium Support?

NetSuite Premium Support provides direct access to technical resources, priority case handling, and 24/7 support coverage. It’s ideal for businesses that want quick resolutions to system issues, faster response times, and round-the-clock assistance. This service ensures that critical operations run smoothly and disruptions are minimized. However, while it provides excellent problem resolution, it is primarily reactive—addressing issues as they arise rather than proactively optimizing your system.

What is NetSuite Advanced Customer Support (ACS)?

NetSuite Advanced Customer Support (ACS) goes beyond troubleshooting and focuses on continuous optimization. ACS delivers a proactive approach, offering ongoing system monitoring, enhancement recommendations, and performance improvements. Businesses gain a dedicated support team that acts as an extension of their internal staff. With SixLakes Consulting, ACS can be leveraged to align NetSuite with business goals, ensuring scalability, efficiency, and long-term growth.

Key Differences Between NetSuite Premium Support and ACS

The primary distinction between Premium Support and ACS lies in their approach. Premium Support focuses on fixing problems quickly, while ACS is about preventing them altogether. Premium is reactive; ACS is proactive. ACS provides ongoing optimization, performance monitoring, and strategic guidance, whereas Premium Support centers around technical troubleshooting and faster response times. At SixLakes Consulting, we help clients assess these differences to choose the plan that aligns best with their operational needs.

Why Businesses Choose NetSuite Premium Support

Many businesses opt for NetSuite Premium Support because of its direct and reliable access to expert assistance. It’s an excellent choice for organizations that need quick resolutions and high uptime. With 24/7 coverage, dedicated support teams, and case prioritization, Premium Support minimizes downtime and ensures smooth daily operations. For businesses with limited internal IT resources, this option offers dependable technical stability without heavy investment in additional personnel.

Why Businesses Choose Advanced Customer Support (ACS)

NetSuite Advanced Customer Support is preferred by businesses that want to evolve continuously and maximize NetSuite’s potential. ACS provides proactive recommendations, quarterly reviews, and system health checks. It enables companies to anticipate issues, enhance performance, and adapt quickly to market changes. With SixLakes Consulting, ACS clients receive tailored support strategies that align with their growth objectives, ensuring that their NetSuite environment stays optimized year-round.

Benefits of Combining ACS with Expert Consulting

While ACS provides proactive NetSuite support, pairing it with expert consulting from SixLakes Consulting delivers the best of both worlds. Our team works alongside ACS specialists to design enhancements, automate workflows, and align configurations with your business model. We also assist with customizations, integrations, and analytics that go beyond standard ACS offerings. This partnership ensures your NetSuite instance remains efficient, scalable, and strategically optimized.

Choosing the Right Support Model for Your Business

The right support option depends on your company’s complexity, size, and digital maturity. Smaller companies or those in early stages of NetSuite adoption may find Premium Support sufficient. However, growing enterprises with complex workflows, multi-location setups, or integration needs benefit more from ACS. SixLakes Consulting helps businesses evaluate these options, perform cost-benefit analyses, and build tailored support strategies for long-term success.

The Role of SixLakes Consulting in NetSuite Support

At SixLakes Consulting, we specialize in guiding businesses through the selection and implementation of the right NetSuite support model. Our consultants act as your strategic advisors—helping optimize configurations, streamline processes, and enhance system reliability. Whether you choose Premium Support or ACS, we ensure your business receives the right mix of reactive troubleshooting and proactive enhancement for optimal performance.

How Support Impacts Business Efficiency

Effective support translates into higher uptime, fewer disruptions, and smoother workflows. With NetSuite Premium Support, businesses benefit from quick fixes and dependable assistance. With ACS, they gain foresight—predicting issues before they occur. The right support strategy can reduce IT costs, accelerate process automation, and improve employee productivity. SixLakes Consulting helps clients harness this potential by aligning support resources with operational goals.

Long-Term Value of ACS and Premium Support

Both Premium Support and ACS deliver significant long-term value when used correctly. Premium Support ensures operational reliability, while ACS focuses on continuous improvement. Businesses that invest in ACS often experience greater agility, faster decision-making, and better system ROI. SixLakes Consulting enables companies to maximize both models by integrating strategic consulting with ongoing technical and operational support.

Conclusion

Both NetSuite Premium Support and Advanced Customer Support (ACS) play crucial roles in maintaining a high-performing ERP system. The key lies in understanding which model fits your operational strategy. While Premium Support ensures quick fixes and stability, ACS provides proactive improvement and continuous optimization. Partnering with SixLakes Consulting ensures your NetSuite system receives expert guidance, robust performance, and long-term success no matter which support model you choose.

FAQs

What’s the main difference between NetSuite Premium Support and ACS?

Premium Support focuses on issue resolution, while ACS offers continuous system optimization, monitoring, and strategic enhancements.

Which businesses should choose NetSuite Premium Support?

Small to mid-sized businesses or those needing 24/7 reactive assistance without major customizations typically benefit from Premium Support.

Who benefits most from NetSuite Advanced Customer Support?

Enterprises with complex operations, custom workflows, or integration needs benefit most from ACS due to its proactive optimization approach.

Can SixLakes Consulting work alongside ACS?

Yes. SixLakes Consulting collaborates with ACS teams to deliver added customization, integration, and process improvements beyond standard ACS capabilities.