NetSuite ERP

After 6 months of development the product wasn't functional and we have to look at paying outside to fix the problems as NetSuite can't / won't.

There are a lot of NetSuite Alliance Partners who will support the product well.

On behalf of some of my other colleagues that I have worked with that need support from time to time. They have let me know that NetSuite provides a good support team for its users to contact in times of necessity. I believe that this is one of the things/features that assist this software keep going.

NetSuite SuiteBilling is typically very fast to not only respond, but resolve any issues we face.

I rate the overall support for Netsuite [CRM] as a 9 because of their online help and customer support. Their online help is integrated into the platform so that if you have a question on specific page or field, all you have to do is click a single button and the help for that item is displayed. Their phone and email support are also fantastic and very fast to respond.

I am not involved at all with the support. We have a team working on all support for NetSuite.

We avoid using them at all costs, literally, I spend upwards fo $250/hr to have professionals review my concerns. Only when a product defect is uncovered to we report it to support.

We are 4 years into Netsuite and can mainly internally support our new users. If you had ask this question 4 years ago, then my rating would have been higher. Netsuite support cost grows with the number of users. Our cost for Netsuite support is 80% more expensive than 4 years ago. They should give a discount to company that's been with Netsuite for 3+ years. Even though we have gold support, we hardly use it. I could probably answer 99% of our user's question but then I would be doing their job. I have estimated that our cases submitted this year will be 70% less than our first year with Netsuite. Why do we still use Netusite Support? Netsuite would reduce our overall discount rate if we had drop gold support. Ouch.

In my opinion, the best place to go to answer your NetSuite functionality questions is their Online Help. It is excellent. For true support questions, NetSuite offers a Knowledgebase to its customers. Also, for ERP, NetSuite has licensed accountants that provide support. With any support organization, you must be thorough in describing your issue though. NetSuite has several different support levels - http://www.netsuite.com/portal/services/support_main.shtml

it is not enterprise class yet

It has gotten better in last year or two, but as an experienced NetSuite user, I know more than many of the support reps and have to escalate. You cannot directly go higher, unless you are partner who pays for partner support. I have the general complaint that they don’t always fix the things you want i.e. bug fixes etc. but I have gotten used to it. I average finding one defect every week, however they are usually small and unimportant. The pace of product development feels slow for this day and age. But as an admin, I don’t think I would want to go through more than two releases/year.

Many times my issue is not solved and/or I spend an inordinate amount of time re-explaining the issue several times and just get the help guide read back to me. There is a language barrier you have to deal with as well most of the time.

For simple issues (that can be answered by reading the documentation) NetSuite support seems to have a good ability to resolve our issues. Unfortunately, anything beyond that ability requires escalation into the black hole of their Tier II / Tier III Support.

The high technical support is closer to a 9: they are very responsive and provide great examples for you to be able to replicate and resolve any scripting issue. The general support is about an 8: they address the issues relatively quickly and provide appropriate feedback although too often quoting NetSuite Support documents instead of providing relevant examples. For product enhancement issues it's a 5: very little feedback on when or whether they will happen.

Support is only good if you have a good plan which was not cheap.

Do not know, I have not contacted support yet.

Their staff is not that knowledgable and it takes a lot of effort on our part to escalate. We have gold support which we access via support a support line. I am not sure what all it includes. I find that our account manager is more like a sales person, though he is our escalation point of contact. Earlier on, they scheduled upgrades at end of quarter. Even last year we had a problem where they did an upgrade at a critical time.

I would have given them a 3/10 two years ago. We now finally have had the same account manager for 1.5 years. Previously, they churned account managers a lot. It is definitely easier to escalate support if you have account manager you can turn to. To get it done a lot, you have to escalate to your account manager. We do put in support cases via ticket, but account managers provide an escalation point. They are generally not technical, but some are. They are reactive - don't do proactive outreach to check in on us.