NetSuite Support Services 24/7 Expert ERP Support EPIQ Infotech
EPIQ Infotech provides 24/7 NetSuite support backed by certified consultants, SLA guaranteed response times, and 15+ years of Oracle ERP expertise. From critical troubleshooting to strategic system optimization, we keep your business running at peak performance.
NetSuite Support Services: What We Deliver
Every engagement is backed by certified NetSuite consultants who understand your industry. We go beyond ticket resolution to deliver measurable improvements across your entire ERP ecosystem.
Technical Troubleshooting and Issue Resolution
Rapid diagnosis and resolution of system errors, performance bottlenecks, workflow failures, script conflicts, and integration breakdowns. Our SLA backed response times ensure critical issues never linger.
Customization and SuiteScript Development
Extend NetSuite with custom SuiteScript solutions, SuiteFlow workflows, custom records, saved searches, and role specific dashboards tailored to your exact operational requirements.
Performance Optimization and Health Checks
Comprehensive system audits covering workflow efficiency, saved search performance, role permissions, custom script execution, and data integrity. We eliminate bottlenecks that slow your teams down.
User Training and Adoption Programs
Role based training sessions, onboarding documentation, and ongoing enablement programs that maximize user adoption and empower your team to leverage NetSuite's full depth.
Integration and Third Party Connectivity
Connect NetSuite with your CRM, eCommerce, logistics, payment gateways, and BI tools using SuiteTalk, RESTlets, and middleware. Eliminate data silos and automate cross system workflows.
Release Management and Upgrade Assistance
Proactive management of NetSuite bi annual releases: impact assessment, sandbox testing, stakeholder communication, and seamless production upgrades to keep you secure and compliant.
NetSuite Challenges We Solve Every Day
Whether you inherited a poorly configured system or outgrew your original implementation, EPIQ's support team resolves the issues holding your business back.
Slow System Performance and Downtime
Poorly optimized scripts, overloaded saved searches, and misconfigured workflows drag system speed down. We diagnose root causes and implement targeted fixes.
Failed or Incomplete Implementations
EPIQ's rescue and recovery services stabilize troubled deployments. We conduct health checks, map process gaps, rebuild configurations, and get you back on track.
Low User Adoption and Training Gaps
When teams bypass NetSuite because they do not understand it, ROI suffers. We deliver role specific training, create documentation, and simplify workflows to drive adoption.
Disconnected Systems and Data Silos
Running NetSuite alongside disconnected CRM, eCommerce, or accounting tools creates manual rework. We architect integrations that create a unified data ecosystem.
Choose the NetSuite Support Model That Fits Your Business
Every organization has different support needs. EPIQ offers three flexible engagement models. Scale up or adjust as your operations evolve.
- Ticket based issue resolution
- Certified NetSuite consultants
- Standard response SLA
- Prepaid hour packages available
- No long term contract required
- Dedicated project manager
- Under 4 hour critical response SLA
- 24/7 critical issue coverage
- Proactive system monitoring
- Quarterly health checks and reports
- Release management and testing
- Customization and SuiteScript support
- Everything in Managed Support
- Dedicated Customer Success Manager
- IT roadmap and architecture planning
- Multi subsidiary and OneWorld expertise
- Executive business reviews
- Compliance and security governance
How EPIQ's NetSuite Support Works
A structured, transparent engagement model designed to deliver fast resolutions and long term ERP stability.
Discovery and Assessment
We audit your NetSuite instance, evaluating configurations, customizations, integrations, user roles, and performance baselines.
Support Plan Design
Based on findings, we design a plan with defined SLAs, escalation paths, communication cadences, and priority classifications.
Execution and Resolution
Our certified team resolves issues through structured ticketing with real time tracking. Critical issues trigger immediate escalation.
Continuous Optimization
Quarterly reviews, proactive monitoring, and strategic recommendations ensure your environment improves over time.
What Sets EPIQ Apart From Other NetSuite Support Providers
15+ Years of Oracle ERP Expertise
From JD Edwards to NetSuite and Oracle Fusion Cloud, EPIQ's consulting foundation spans enterprise ERP systems, giving us architectural depth specialist only firms lack.
100+ Successful NetSuite Engagements
Full cycle implementations, complex rescue projects, multi subsidiary rollouts, and long term managed services across every major industry vertical.
USA Based With Global Delivery
Onsite presence in the United States combined with global delivery centers enables 24/7/365 coverage and cost optimized engagement models.
96% Client Retention Rate
Clients stay with EPIQ because we deliver results, not just resolutions. Our proactive approach turns support into a competitive advantage.
Cross Platform Integration Specialists
Deep experience integrating NetSuite with Salesforce, Shopify, Avalara, HighRadius, Amazon, and dozens of other platforms.
"EPIQ's managed services team reduced our month end close from 12 days to 4 days by automating reconciliation workflows and journal entries. Their proactive monitoring prevented a Q4 audit disruption."
"Implementing NetSuite with EPIQ was a game changer. Their ongoing support has been invaluable in optimizing our use of the platform."
NetSuite Support Across Every Major Industry
EPIQ delivers industry aware NetSuite support tailored to the compliance requirements, operational workflows, and reporting needs specific to your sector.
NetSuite Support vs. NetSuite Managed Services: Which Do You Need?
One of the most common questions businesses ask is whether they need reactive NetSuite support or proactive managed services. The answer depends on your operational complexity, internal capabilities, and growth trajectory.
NetSuite support is ideal for organizations with a stable environment and an in house administrator who handles day to day management. Support is engaged on an as needed basis: when errors arise, when a release needs testing, or when a new configuration is required.
NetSuite managed services takes a proactive approach. A dedicated team monitors your system continuously, conducts regular health checks, manages releases, optimizes performance, and provides strategic advisory. This model works best for growing businesses, multi subsidiary organizations, or companies without a full time NetSuite administrator.
EPIQ Infotech offers both models, and a hybrid approach for organizations transitioning between them. Our NetSuite consulting team can assess your current state and recommend the right engagement model during a free support assessment.
The businesses that get the most value from their NetSuite investment treat ERP support as a strategic capability, not an afterthought. Whether you choose on demand support or full managed services, the goal is the same: a system that adapts as fast as your business does.
NetSuite Support Severity Levels and Response Times
Not every issue carries the same weight. EPIQ classifies every case by business impact, then applies a response target that matches the urgency. That keeps a full production outage from waiting behind a minor question, and gives your team a clear expectation for every ticket you raise.
Severity 1
Critical
Operations are stopped or severely disrupted. A production outage, blocked access for multiple users, a failed financial process, or data at risk. These cases trigger immediate escalation and round the clock attention.
Severity 2
Significant
A key feature or workflow is unavailable and business is seriously affected, but the system is still usable through a workaround. A broken integration, a failing scheduled script, or a report that no longer runs.
Severity 3
Less Significant
A non critical feature is unavailable or behaving incorrectly, with limited impact on daily operations. A workaround usually exists, and the fix can be scheduled without disrupting your team.
Severity 4
Minimal
Minor issues, questions, and small enhancement requests that do not affect operations. How to guidance, cosmetic adjustments, and configuration questions fall into this level.
| Severity Level | Oracle Basic Support | Oracle Premium / ACS | EPIQ Managed Support |
|---|---|---|---|
| Severity 1 (Critical) | Online case for critical defects, 24/7 self service | 24/7 critical coverage, prioritized queue | Under 4 hours |
| Severity 2 (Significant) | Not covered | Priority handling during coverage hours | Same business day |
| Severity 3 (Less Significant) | Not covered | Standard queue | Within 1 business day |
| Severity 4 (Minimal) | SuiteAnswers and community | Scheduled handling | Within 2 business days |
EPIQ response targets reflect our Managed Support plan. Oracle tier coverage varies by subscription level and region. Confirm current terms directly with Oracle.
Types of NetSuite Support We Provide
NetSuite issues rarely sit in one bucket. Some run deep into scripting and integrations, others are about how a team uses the platform day to day. EPIQ covers the full range under a single engagement, so you are not managing separate vendors for technical and functional needs.
Technical Support
Resolution of system errors, script conflicts, integration failures, and performance issues. Our developers work across SuiteScript, SuiteFlow, RESTlets, and third party connectors to fix the root cause, not just the symptom.
Functional Support
Guidance on configuring and using NetSuite for your processes. Workflow setup, saved searches, reporting, module configuration, and best practice advice that helps your team get more from the platform.
Administration Support
Day to day management of your environment. User roles and permissions, security controls, sandbox refreshes, routine health checks, and release testing, handled so your internal team does not have to.
Managed Support
A dedicated team that monitors your environment, manages the bi annual releases, and drives continuous optimization. Proactive care that prevents issues rather than only reacting to them.
Understanding Oracle's NetSuite Support Levels
Oracle provides several built in support tiers with every NetSuite subscription. Basic Support includes access to the SuiteAnswers knowledge base, community forums, and standard ticket submission. For faster response, Premium, Gold, and Platinum tiers offer prioritized case queuing, telephone support, 24/7 critical issue coverage, and early release notifications.
Beyond standard support, Oracle offers Advanced Customer Support (ACS), a proactive model with five tiers: Advise, Monitor, Optimize, Architect, and Operate. ACS provides dedicated customer success managers, system health reviews, strategic guidance, and expert advisory for complex configurations.
While Oracle's native support handles platform level issues, many businesses need a NetSuite partner like EPIQ for faster, more personalized support that understands their specific business processes, customizations, and integrations. A certified partner bridges the gap between generic platform support and the operational expertise your team requires.
The most effective strategy for growing organizations is a hybrid approach: maintaining Oracle's standard support for platform coverage while partnering with EPIQ for hands on functional, technical, and strategic support tailored to your unique environment.
Oracle NetSuite Support Tiers at a Glance
Every NetSuite subscription includes a level of support from Oracle. Knowing what each tier covers helps you decide where a partner like EPIQ adds the most value.
Basic Support
Included with every subscriptionAccess to the SuiteAnswers knowledge base, the customer community, and online case submission for critical defects. Well suited to straightforward environments with an in house administrator.
Premium, Gold, and Platinum
Paid upgrade tiersAdd 24/7 coverage for critical issues, prioritized case queuing, telephone support, weekend and holiday cover, and early release notifications. A fit for growing teams that cannot absorb downtime.
Advanced Customer Support (ACS)
Proactive, contracted modelA tiered engagement across Advise, Monitor, Optimize, Architect, and Platform, with named contacts, system health reviews, and strategic guidance for complex or multi subsidiary environments.
Oracle's tiers cover platform level issues. EPIQ adds hands on functional, technical, and strategic support built around your specific configuration, integrations, and processes. Many teams run a hybrid: Oracle for platform coverage, EPIQ for everything specific to their business.
Explore More NetSuite Services From EPIQ
NetSuite Support Services FAQ
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Ready to Stop Fighting Your ERP and Start Growing With It?
Schedule a free NetSuite support assessment with EPIQ's certified consultants. We will evaluate your current environment and recommend the right support strategy.
