NetSuite Premium Support vs ACS | SixLakes Consulting

Introduction

Selecting the right support plan for your NetSuite environment is critical for getting the most value out of your ERP investment. Oracle NetSuite offers two primary types of advanced support programs: Premium Support and Advanced Customer Support (ACS). While both options are designed to provide enhanced guidance and technical expertise, they differ in scope, cost, and the type of relationship they establish with your business.

At SixLakes Consulting, a boutique NetSuite consulting and integration partner based in Austin, Texas, we work with small and mid-market businesses to ensure they choose the right support model. We not only guide you in understanding the differences between NetSuite Premium Support vs ACS but also provide our own responsive and flexible consulting services that complement or sometimes replace these programs entirely.

In this article, we will break down both support options, compare them across multiple dimensions, and explain how SixLakes Consulting helps businesses maximize their NetSuite experience.

What is NetSuite Premium Support

NetSuite Premium Support is an upgraded support package offered by Oracle for businesses that want faster response times and access to enhanced technical assistance. It includes a higher level of service compared to the basic support plan.

With Premium Support, companies benefit from:

• 24/7 critical issue support

• Faster response times for priority cases

• Access to product specialists for troubleshooting

• Technical assistance during critical system events

• Regular system health checks and best practice guidance

Premium Support is designed for companies that need more reliability and proactive guidance without requiring a dedicated resource embedded in their business.

What is NetSuite Advanced Customer Support (ACS)

NetSuite Advanced Customer Support, commonly known as ACS, goes beyond the model of traditional support. Instead of simply answering tickets, ACS operates as a proactive, subscription-based partnership. With ACS, companies receive ongoing optimization, guidance, and strategic support from a dedicated NetSuite resource or team.

ACS provides:

• Dedicated customer success manager and technical experts

• Continuous system monitoring and proactive recommendations

• Strategic roadmapping for ERP growth

• Ongoing optimization of workflows and configurations

• Support for new feature rollouts and releases

• Guidance on complex projects, integrations, and scalability

ACS is ideal for businesses that want a long-term engagement with Oracle resources who become an extension of their internal team.

Key Differences Between NetSuite Premium Support and ACS

To understand NetSuite Premium Support vs ACS, it is important to look at how they differ:

Scope of Services

• Premium Support: Primarily reactive, focused on troubleshooting and resolving issues faster.

• ACS: Proactive, ongoing engagement with strategy, optimization, and growth planning.

Relationship Model

• Premium Support: Ticket-based with faster responses.

• ACS: Dedicated partnership with assigned resources.

Customization Support

• Premium Support: Limited guidance on customizations.

• ACS: Deep support for custom workflows, processes, and integrations.

Cost Structure

• Premium Support: Lower cost, typically a percentage of NetSuite license fees.

• ACS: Higher cost, subscription-based, with ongoing resource allocation.

Business Fit

• Premium Support: Suited for companies that mainly need reliable troubleshooting.

• ACS: Best for companies that want continuous improvement and strategic ERP growth.

Benefits of NetSuite Premium Support

For many small and mid-market businesses, Premium Support is sufficient. Benefits include:

• 24/7 access to critical issue support

• Quicker response times compared to basic support

• Access to experienced product specialists

• Better system reliability with scheduled health checks

• Peace of mind for companies with limited IT resources

Benefits of NetSuite ACS

For companies with complex needs or aggressive growth plans, ACS provides unmatched benefits:

• Dedicated experts familiar with your environment

• Proactive monitoring and optimization to prevent issues before they occur

• Strategic roadmaps aligned with your business goals

• Comprehensive support for customization and integration

• Reduced downtime during upgrades and new releases

• Long-term alignment between NetSuite and your growth strategy

Why Some Businesses Choose Premium Support

Premium Support is often chosen by:

• Businesses with relatively simple NetSuite environments

• Companies with limited budgets but a need for faster issue resolution

• Organizations that rely heavily on internal NetSuite administrators but want backup support

• Firms that experience occasional issues but do not need continuous optimization

Why Some Businesses Choose ACS

ACS is typically selected by:

• Growing companies with complex ERP needs

• Enterprises relying on multiple integrations and customizations

• Businesses planning expansion into new regions or product lines

• Organizations that lack in-house ERP expertise

• Firms that view ERP as a strategic driver of long-term growth

The Limitations of Premium Support

While Premium Support is valuable, it has certain limitations:

• It does not provide strategic roadmapping

• Customization support is minimal

• Optimizations and proactive improvements are not included

• No dedicated resource assigned to your account

• Businesses remain responsible for most system improvements

The Limitations of ACS

ACS is powerful but not always the best fit:

• Higher cost may not be justified for small businesses

• Resource availability depends on Oracle scheduling

• Engagement may feel rigid compared to a flexible partner model

• May still require third-party consulting for specialized integrations

SixLakes Consulting vs NetSuite Support Options

At SixLakes Consulting, we provide a boutique alternative to Premium Support and ACS. We combine the responsiveness of Premium Support with the strategic engagement of ACS, all delivered by a team that prioritizes your success.

Our services include:

• NetSuite implementation tailored to your business

• Workflow, dashboard, and process customization

• Optimization of existing NetSuite environments

• Integration with Shopify, Salesforce, Square, Amazon, ShipStation, and more

• Training and support for your team

• Reporting and analytics design

• System consolidation for simplified operations

Unlike Premium Support, we go beyond ticket resolution. Unlike ACS, we offer flexibility, transparency, and cost efficiency.

Why Choose SixLakes Consulting Over Premium Support or ACS

• Responsiveness: We provide direct access to consultants who respond quickly

• Flexibility: Our support scales up or down with your needs

• Transparency: Clear communication and honest pricing

• Expertise: Deep knowledge of NetSuite integrations and customizations

• Long-term partnership: We grow with your business, not just react to issues

Industries We Support

Our consulting services cover diverse industries, including:

• Manufacturing

• Retail and e-commerce

• Wholesale distribution

• Financial services

• Software and technology

• Health and beauty

• Food and beverage

• Logistics and transportation

• Nonprofits

How to Decide Between Premium Support, ACS, and SixLakes Consulting

When deciding between NetSuite Premium Support, ACS, or SixLakes Consulting, ask yourself:

• Do we mainly need faster troubleshooting? (Premium Support)

• Do we need a proactive, ongoing partner for optimization? (ACS)

• Do we want flexible, expert consulting that combines both benefits? (SixLakes Consulting)

Conclusion

The debate of NetSuite Premium Support vs ACS is not about which program is better overall but which one is right for your business. Premium Support offers reliability and faster issue resolution, while ACS provides a long-term partnership with proactive optimization.

At SixLakes Consulting, we deliver the best of both worlds. We provide tailored NetSuite consulting, integration, and support services that meet the unique needs of small and mid-market businesses. Our goal is to ensure you get maximum value from your NetSuite investment without overpaying for services you do not need.

If you are considering Premium Support, ACS, or exploring alternatives, contact SixLakes Consulting today.

FAQs

What is the difference between NetSuite Premium Support and ACS?

Premium Support is reactive with faster ticket resolution, while ACS is proactive with ongoing optimization and strategic support.

Is Premium Support enough for small businesses?

Yes, for many small businesses with simple ERP environments, Premium Support is sufficient to handle issues quickly and provide peace of mind.

Why would a company choose ACS over Premium Support?

Companies choose ACS if they need proactive monitoring, dedicated resources, and ongoing optimization to support complex or growing ERP needs.

Can SixLakes Consulting replace ACS?

In many cases, yes. SixLakes Consulting provides responsive, flexible, and transparent support that combines troubleshooting with strategic optimization.

How do I know which option is right for my business?

It depends on your budget, complexity, and growth plans. Premium Support is cost-effective, ACS is comprehensive, and SixLakes Consulting provides a flexible, balanced alternative.