As a NetSuite user, finding help and support can be complex. With a wide range of support resources available, finding the correct one for your specific issue can be daunting.
At DWR, as a premier Australian NetSuite Support Partner, our in-house experts are here to guide you through the process. In this article, we will discuss different types of NetSuite Support resources available and what they can offer you. We’ll also cover some steps you should take when troubleshooting an issue and provide tips on how to get the most out of your support experience.
Whether you’re a novice or an experienced NetSuite user, these tips will help you find the right support resource for your needs. Read on to learn more about navigating NetSuite Support resources and getting help quickly when you need it most.
NetSuite Support Basics: What You Should Know
When Google searches and YouTube tutorials can’t help, you’ll be glad to know that NetSuite Support is available to provide answers and resources you need to get the job done.
NetSuite Support falls into three categories:
- Self-Help Resources: With access to extensive product documentation and tutorials, users are able to quickly find the answer they’re looking for without investing too much time.
- Professional Assistance: Through Ticket support, NetSuite Professional Services Consultants, or Training Courses, you can get personalised help for difficult-to-solve issues.
- Community Involvement: The NetSuite User Group provides connections to other users in the community. Users can find solutions by interacting with other experienced professionals.
Whether it’s a technical issue or a process-related question, from beginners to experts, NetSuite Support is there when you need it most. So don’t be concerned when faced with a complex problem, just look for the right resource that will best meet your specific needs and resolve your issue quickly and easily.
Engaging the NetSuite User Community
When you’re in need of help, it’s reassuring to know that there is an active user community where you can go to find answers, feedback, and support.
NetSuite’s User Community provides the perfect platform for networking with other users, and finding content related to NetSuite support, tips, news and features. The community is monitored by experienced NetSuite professionals and is a great resource for expanding your network, as well as having access to shared knowledge and experience.
When engaging the NetSuite User Community:
- Be specific when posting your questions to ensure that you get relevant answers
- Respond to questions posed by other users
- Check back regularly for follow up posts or helpful advice from other users
- Share your own experiences with NetSuite in the form of tips or best practices
- Participate in conversations about NetSuite’s latest releases and improvements.
Engaging the user community can be a valuable source of information – so don’t be afraid to ask questions or join conversations. Everyone has something valuable to offer!
Sending an Email to NetSuite Support
Sometimes, you may find you need a more comprehensive solution to your NetSuite-related problems that requires the attention of an expert. If that is the case, sending an email to NetSuite Support is the best option.
Steps to Emailing NetSuite Support:
- Log into your NetSuite account.
- Navigate to the “Support” page (located in the top right corner of the homepage).
- Choose whether you want “product support” or “technical support.”
- Enter a brief description of your issue and click “submit.”
- You will then be provided with a reference number along with further instructions from one of their Support consultants.
- Include this reference number in all communications with NetSuite Support for easy tracking and response times.
- Allow up to 24 hours for a response from NetSuite Support (though usually it will be faster).
NetSuite Email Support
infonetsuite_ww(at)oracle.com
Remember, if you’re finding your issue difficult to explain via email, it’s worth considering getting in touch with a NetSuite partner like DWR – we can provide real-time advice and point you in the right direction quickly, so you don’t waste any time on troubleshooting unnecessarily!
Contacting NetSuite Support by Phone
For urgent support issues, you can contact NetSuite’s customer service department by phone. You’ll be able to speak to a customer support agent in real-time who can help you with your issue.
NB: Bear in mind, you will need to be nominated by your company as an authorised support user, so check with your administrator if your support request should be routed internally first.
When calling NetSuite Support, make sure you have the following information ready:
- Your company name
- Your NetSuite account number
- Your contact name, email and telephone number
- A brief description of your problem
- Any error messages or codes you have received (if applicable)
Your wait time for a customer service representative may vary based on the current call volume, but typically wait times are 10-15 minutes. For faster resolution of your issue it’s best to have all of the information listed above prepared before calling. By gathering this data ahead of time, it will help speed up the resolution process.
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What Else Should I Know to Get the Best Possible Support?
Navigating NetSuite support can be tricky, but with the right resources and knowledge, you can get the help you need. Here are a few essential tips to make the most of your NetSuite support experience:
Utilise the relevant NetSuite Support Documents
Before contacting support, take some time to read through the existing NetSuite documentation. It could save you time by providing an answer that would otherwise require waiting for a reply from a live representative.
Understand Your Company’s NetSuite Support Contract
You should always be aware of what your current contract entails as far as support is concerned. The terms in your agreement will outline exactly what types of services and support are included in your package, so make sure to familiarise yourself with them before attempting to receive assistance outside of your contractor’s scope.
Make Sure You Have All the Necessary Information
Before submitting a ticket or contacting customer service, make sure you have all the information needed to provide them with an accurate overview of your issue. This includes details such as user ID and access rights, descriptions of any troubleshooting steps taken, screenshots or recordings if available, and more. Having this information ready beforehand will help streamline the process for yourself and for the support team handling your problem.
”NetSuite's User Community provides the perfect platform for networking with other users, and finding content related to NetSuite support, tips, news and features.
Tiernan O'ConnorSales Director - DWR
Looking for a More Personalised Experience? Considering Partnering with DWR.
If you need more than just the basics of support, you may want to consider working with a NetSuite partner like DWR. Through our managed services offerings, we provide personalised help in navigating NetSuite’s support resources.
Our in-depth knowledge of NetSuite can help ensure you get the most out of your system and make sure any critical issues are addressed promptly. Here are just a few benefits that come with partnering with us:
- Dedicated Help Desk Support: Our help desk team is always available to answer any questions you may have about NetSuite or to provide assistance with a specific issue.
- Ticket Resolution: Our team will quickly identify the cause of any problems, which can be helpful when trying to diagnose complex issues that involve various system components.
- Bug Reporting/Updating: We will proactively report and update any bugs or other issues that arise within NetSuite so they can be addressed quickly and resolved efficiently.
- Expertise with Critical Issues: Our experts are experienced in dealing with critical or urgent issues, allowing them to take swift action and provide a resolution as soon as possible.
When you partner with DWR, our in-depth knowledge of NetSuite’s support resources can help ensure you get the most out of your system and make sure any critical issues are addressed promptly.
The Wrap Up
NetSuite’s platform provides users with a multitude of effective support options to ensure their business runs smoothly. Whether you prefer to contact support directly via email, phone, or chat, or use the online community, NetSuite has the tools to help you with any issues you may have.
For those looking to get the most out of their NetSuite support experience, the right resources to use will depend on the type of assistance you need and the complexity of the issue. Whether it’s logging a request or searching for product information in the Knowledge Base, the platform is designed to make it easier than ever to find the answers, articles, and advice you’re looking for.
If you find yourself needing a more personalised and dedicated support team, then consider partnering with a NetSuite Support Partner like DWR. We help our clients to quickly troubleshoot and resolve NetSuite tickets, in as short a time frame as possible. Feel free to reach out if you are interested in learning more.
About DWR
DWR Consulting is a team of experienced NetSuite professionals who focus on helping businesses streamline their processes and unlock their full potential with the power of NetSuite. Whether you’re looking for implementation, customisation, support or updating your existing system, DWR Consulting can help you get the most out of your business software.
Contact us today for a free consultation on how we can help you with your NetSuite Support needs.
