If you use NetSuite, then being familiar with your NetSuite support options is crucial. NetSuite support enables you, as the user, to get clear solutions to your NetSuite problems.
Access to Support
Companies that use NetSuite can select from a handful of support packages. Each support package provides different levels of access to NetSuite support. The rest of this blog is going to assume you have the level of access to NetSuite support that you would need to use each of the features we cover. If you are unable to access some of these features, reach out to your NetSuite administrator.
Support in NetSuite
First, there are a couple ways you can get support from directly within NetSuite.
Support Tab
One way to access NetSuite support is through the Support tab. On the Support dashboard, open up the NetSuite Account Center using the link in the NetSuite Account Center portlet. Once you are in the NetSuite Account Center, you will have access to links where you can easily create new support cases and view any existing support cases.
NetSuite Support Assistant Portlet
You can also add the NetSuite Support Assistant portlet to your home dashboard if you want to search for answers to your questions directly from your regular center. To add this portlet to your dashboard, you would first need to install the NetSuite Support Assistant bundle. Then, once the bundle has been installed, add a custom portlet to your dashboard and set it up with the NetSuite Support Assistant portlet.
The NetSuite Support Assistant is essentially a chat box that allows you to ask your questions. Using modern AI technology, this portlet provides probable answers to your questions, along with related SuiteAnswers articles for you to peruse.
Support in SuiteAnswers
Another common way to contact NetSuite support is through SuiteAnswers. To get to SuiteAnswers, hover over the Support tab in NetSuite and select SuiteAnswers.
Support Online
Once you are in SuiteAnswers, select the Contact Support Online button on the righthand side. SuiteAnswers will first have you do a quick search for your topic, allowing you to find the answer to your question in a SuiteAnswers article. But if the SuiteAnswers topics don’t help you, then select the Continue to Create Case button at the top of the list of results.
On the Create Case page, fill out the required fields. These will help ensure that your case is routed to the most appropriate NetSuite support rep. After filling out the case information, click Submit at the bottom of the page, and a NetSuite support rep will get in touch with you about your case.
Support by Phone
If your NetSuite case requires immediate attention, then you may want to call NetSuite support directly. If you need to call NetSuite support, select the Contact Support by Phone button on the righthand side of SuiteAnswers. When you select that button, NetSuite will pull up a window that has your account number. You will need to have your account number on hand when you place the call. In this window, you will also see the NetSuite support phone numbers for different countries.
Before you make your call to NetSuite, however, you should understand the phone menu routing options so that you reach the correct support representative. On the Contact Us By Phone window, select NetSuite Customer Support Phone Menu Routing Options.
On this page, browse through the different menus and submenus. Once you have your NetSuite account number and once you know which routing option you need, you are ready to make the call.
Conclusion
Getting the NetSuite support that you need ensures that your experience with NetSuite is smooth and effective. If this post helped you understand NetSuite better, be sure to subscribe to our mailing list below to receive future posts directly in your inbox once a week!