Running a growing business on NetSuite means having a reliable system that manages your finances, operations, and reporting seamlessly. But even the most powerful ERP platform requires consistent support and optimization to deliver its full potential. That’s where NetSuite Premium Support and Advanced Customer Support (ACS) come in. Both aim to enhance your NetSuite experience, but they differ in how they deliver value, respond to issues, and align with your long-term business goals. In this detailed guide, we’ll break down NetSuite Premium Support vs ACS, their key differences, benefits, and how to decide which is right for your company.
Understanding NetSuite Premium Support
NetSuite Premium Support is the enhanced version of standard NetSuite assistance designed for businesses that need quick help resolving issues and keeping systems stable. It’s a reactive model—meaning it primarily focuses on addressing problems as they occur. With Premium Support, businesses gain priority case management, 24/7 technical assistance, access to senior NetSuite experts, and proactive monitoring. While Premium Support is excellent for maintaining smooth system operations, it doesn’t include deep customization, process optimization, or proactive system improvement. It’s best suited for organizations that need fast, reliable help without ongoing strategic support.
What Is NetSuite Advanced Customer Support (ACS)?
NetSuite Advanced Customer Support (ACS) takes support to the next level. Instead of waiting for issues to occur, ACS provides continuous optimization, strategic guidance, and system improvements tailored to your business’s evolving needs. It’s a proactive partnership where a dedicated team of NetSuite specialists works with you throughout the year to ensure your ERP system runs at peak performance. Key features of ACS include a dedicated technical account manager, quarterly optimization reviews, release management, custom workflow support, and scalability planning. In short, ACS isn’t just about fixing issues—it’s about building a smarter, stronger, and more efficient NetSuite ecosystem for the long term.
NetSuite Premium Support vs ACS: Key Differences
| Feature | Premium Support | Advanced Customer Support (ACS) |
|---|---|---|
| Support Model | Reactive (problem-solving) | Proactive (continuous improvement) |
| Response Time | Priority case handling | Dedicated account team |
| Optimization | Minimal | Continuous performance optimization |
| Customization Support | Limited | Advanced and ongoing customization |
| Strategic Guidance | None | Included |
| Cost | Lower | Higher but more comprehensive |
| Best For | Stable operations and quick fixes | Growing businesses focused on scalability and efficiency |
| If your business is stable and needs reliable issue resolution, Premium Support is often sufficient. However, if you’re scaling rapidly or have complex workflows and integrations, ACS delivers far more value through continuous improvement and strategic partnership. |
Why More Businesses Are Choosing ACS
Modern companies are moving toward Advanced Customer Support because they understand that ERP systems need ongoing optimization to stay efficient and aligned with business goals. With ACS, you’re not just reacting to problems—you’re preventing them. The proactive nature of ACS means fewer unplanned disruptions, better system performance, continuous workflow optimization, and stronger alignment between NetSuite and business needs. For example, a company expanding into new markets can rely on ACS to help adjust reporting, localization, and automation settings—without needing to bring in new consultants for every update.
The Role of a NetSuite Partner in Maximizing Support
Even though NetSuite provides both Premium Support and ACS, many companies choose to partner with certified NetSuite consulting firms for more tailored, cost-effective, and flexible support solutions. A trusted partner like SixLakes Consulting can bridge the gap between these two models. As a boutique NetSuite consulting and integration firm based in Austin, Texas, SixLakes offers personalized ERP support and optimization for small and mid-sized businesses. Their team specializes in implementation, customization, integration, and long-term system improvement.
Why Choose SixLakes Consulting
At SixLakes Consulting, we understand that every business runs differently—and so should its ERP system. Our NetSuite specialists focus on responsiveness, flexibility, transparency, and building lasting partnerships with our clients. We help companies enhance their NetSuite environments, reduce downtime, and optimize performance across departments. Whether you’re using NetSuite Premium Support, ACS, or both, we ensure your ERP investment continues to deliver maximum value.
Conclusion
Choosing between NetSuite Premium Support vs ACS ultimately depends on your business goals. Premium Support offers stability and quick fixes for immediate issues, while ACS provides a long-term, proactive relationship that helps your ERP evolve with your business. And if you want the best of both worlds, partnering with SixLakes Consulting gives you the flexibility, responsiveness, and expertise to make NetSuite work perfectly for your organization—today and tomorrow.
FAQs
What is the main difference between NetSuite Premium Support and ACS?
The main difference lies in their approach. NetSuite Premium Support is reactive, it helps when issues arise, offering fast troubleshooting and resolution. Advanced Customer Support (ACS), on the other hand, is proactive—it continuously monitors, optimizes, and improves your NetSuite environment to prevent issues before they happen.
Is NetSuite ACS worth the extra cost?
Yes, for growing businesses or those with complex operations, ACS is worth the investment. It provides continuous optimization, release management, performance reviews, and dedicated technical guidance, ensuring your system remains efficient and scalable over time.
Can I use both Premium Support and ACS together?
You can, but typically businesses choose one depending on their needs. Premium Support focuses on stability and issue resolution, while ACS emphasizes long-term system performance and business alignment. Many companies supplement these with a trusted NetSuite partner like SixLakes Consulting for even more personalized assistance.
What are the benefits of sticking with Premium Support?
If your NetSuite setup is stable and doesn’t require frequent changes or customizations, Premium Support offers all the essentials—24/7 assistance, priority case handling, and access to senior support specialists—at a lower cost compared to ACS.
How can SixLakes Consulting help with NetSuite Premium Support or ACS?
SixLakes Consulting bridges the gap between NetSuite’s internal support models by providing hands-on, personalized service. Our experts handle system monitoring, workflow optimization, integrations, and performance tuning—ensuring your ERP system remains reliable and aligned with your business goals.
Should small businesses invest in ACS?
Small businesses can benefit from ACS if they plan to scale or have complex operations that require frequent updates. However, many small and mid-sized companies find SixLakes Consulting’s managed NetSuite services a more cost-effective alternative, offering ongoing optimization and strategic guidance without the high price tag.