Introduction

In today’s digital landscape, companies depend on NetSuite to run critical operations efficiently. However, the level of support you choose can significantly impact performance, scalability, and long-term success. Two of NetSuite’s main support tiers, Premium Support and Advanced Customer Support (ACS), offer very different experiences. Understanding their differences helps ensure you get the right level of guidance, responsiveness, and optimization for your business. SixLakes Consulting, a trusted NetSuite consulting partner, helps organizations assess these options and find the perfect fit for their operational goals.

Understanding NetSuite Premium Support

NetSuite Premium Support is a step up from the standard support plan. It provides faster response times, priority case handling, and access to 24/7 critical issue assistance. Premium Support is designed for businesses that want reliable help without investing in a full-scale optimization program. It is reactive in nature, meaning support teams respond when issues occur, offering guidance, troubleshooting, and technical resolutions. For companies with relatively stable NetSuite environments, Premium Support delivers dependable service without the higher cost of proactive management.

What Is Advanced Customer Support (ACS)

Advanced Customer Support (ACS) takes NetSuite support to the next level. Instead of focusing only on issue resolution, ACS adopts a proactive, continuous-improvement approach. Clients receive dedicated Customer Success Managers who regularly evaluate system performance, suggest optimizations, and monitor configurations to prevent problems before they arise. ACS is ideal for growing companies with complex workflows, integrations, or customization needs. It is an investment that ensures your NetSuite instance evolves alongside your business, offering ongoing guidance, strategic advice, and operational stability.

Key Differences Between Premium Support and ACS

The biggest distinction between Premium Support and ACS lies in approach and engagement. Premium Support focuses on reactive troubleshooting, while ACS provides a strategic partnership that actively improves your system. With Premium Support, your team submits tickets when issues occur. ACS, however, monitors your environment continuously to identify risks, performance issues, or optimization opportunities before they cause disruptions. ACS also includes quarterly reviews, architecture recommendations, and guidance from specialized consultants, services not available under Premium Support. The difference is similar to having on-call help versus a dedicated technology partner.

Which Option Is Right for Your Business

Choosing between Premium Support and ACS depends on your NetSuite usage, customization level, and growth plans. If your operations are stable and require occasional troubleshooting, Premium Support offers cost-effective reliability. But if your business is scaling quickly, handling large transaction volumes, or integrating multiple platforms, ACS provides the strategic guidance you need to stay ahead. At SixLakes Consulting, we often recommend ACS for companies seeking long-term performance optimization, and Premium Support for smaller teams that simply need responsive help when challenges arise.

How SixLakes Consulting Helps You Decide

Selecting the right support plan can be overwhelming, especially if your organization lacks internal NetSuite expertise. SixLakes Consulting helps clients evaluate their operational complexity, data volume, and integration environment to determine whether Premium Support or ACS best aligns with their needs. We analyze system usage, identify pain points, and outline the potential ROI of each plan. Our consultants also assist with implementing additional tools, automation, and process improvements that extend beyond standard NetSuite support offerings.

Our Comprehensive NetSuite Services

At SixLakes Consulting, integration is one part of our broader NetSuite ecosystem. We provide NetSuite implementation to configure ERP systems with accurate data migration and optimized workflows. We offer customization services that adapt dashboards and automation to your unique processes. Our optimization solutions remove inefficiencies and boost performance for existing NetSuite users. We also specialize in integration services such as NetSuite connections with Shopify, Salesforce, ShipStation, Square, Amazon, and QuickBooks. In addition, we provide training, reporting, and analytics design, as well as system consolidation for unified operations.

Why Businesses Trust SixLakes Consulting

Businesses choose SixLakes Consulting for our flexible approach, deep NetSuite expertise, and commitment to results. Our consultants bring hands-on experience across industries such as wholesale distribution, retail, manufacturing, and e-commerce. We act as partners, not just vendors, focusing on solving your business challenges, not selling rigid solutions. Our transparent communication, fast response times, and ability to customize NetSuite to fit unique requirements make us a go-to partner for companies seeking measurable value.

Our Location 

Based in Austin, Texas, SixLakes Consulting serves businesses across the U.S. and beyond. Austin’s growing tech landscape inspires our innovative approach to NetSuite implementation and integration. We combine the creativity of a startup with the reliability of an experienced ERP consultancy. From this hub of innovation, we deliver tailored NetSuite solutions that empower organizations to scale confidently and compete effectively in the modern digital economy.

Common Challenges Businesses Face Without Proper Support

Many businesses underestimate the importance of the right support plan. Without adequate coverage, system issues can escalate quickly, leading to downtime and revenue loss. With Premium Support, you might face delays in optimization. Without ACS, missed opportunities for automation or process improvement can slow your growth. SixLakes Consulting helps bridge these gaps by offering advisory services that complement whichever support level you choose, ensuring your system remains stable, secure, and high-performing.

The Cost Perspective

Cost is often a deciding factor when comparing NetSuite Premium Support and ACS. While Premium Support is less expensive, it offers limited long-term value compared to ACS’s continuous engagement model. ACS requires a larger investment but yields higher ROI through improved efficiency and proactive management. SixLakes Consulting helps clients evaluate these costs realistically, aligning support investment with operational needs and expected outcomes. Our experts can also identify ways to offset costs through improved automation and resource optimization.

Future-Proofing Your NetSuite System

Technology and business requirements evolve quickly. Relying solely on reactive support can leave you behind. By partnering with SixLakes Consulting and leveraging ACS or tailored optimization strategies, your NetSuite environment remains future-ready. We ensure updates, integrations, and workflows align with your evolving goals. Whether your company plans to expand globally or diversify product lines, a proactive support approach prepares your ERP system to handle new challenges seamlessly.

Conclusion

Choosing between NetSuite Premium Support and ACS is a decision that shapes the efficiency and resilience of your ERP environment. Premium Support is excellent for stability and rapid issue resolution, while ACS offers proactive optimization for growing and complex businesses. With SixLakes Consulting, you gain more than support, you gain a long-term partner dedicated to your success. From Austin, Texas, we deliver expert-driven strategies that ensure your NetSuite system performs at its best today and adapts effortlessly to tomorrow’s needs.

FAQs

What is the main difference between NetSuite Premium Support and ACS

Premium Support is reactive and ticket-based, while ACS is proactive and continuous, focusing on system optimization and performance.

Which option is more cost-effective

Premium Support is more affordable initially, but ACS often provides greater long-term ROI through improved performance and reduced downtime.

Can SixLakes Consulting help me choose between the two

Yes. SixLakes Consulting helps evaluate your current usage and business complexity to recommend the best support plan for your organization.

Does ACS include customization support

Yes. ACS includes architecture guidance, system reviews, and recommendations for better customizations, integrations, and workflows.

Where is SixLakes Consulting located

We are proudly based in Austin, Texas, serving businesses nationwide with expert NetSuite solutions and continuous support.