NetSuite ACS Alternatives: Choosing the Right NetSuite Support Model for Your Business

NetSuite is a leading cloud ERP platform trusted by thousands of businesses. But as companies scale and operations become more complex, maintaining and optimizing NetSuite requires more than basic support. While many turn to NetSuite Advanced Customer Support (ACS) for ongoing help, real-world experiences suggest ACS isn’t always the right fit.

In theory, ACS promises proactive system management, performance tuning, and strategic guidance. In practice, however, many businesses find that ACS falls short—especially when they don't yet know what they need. As one user described in a popular online thread:

"They're good at following my requirements, but right now we don't even know what we need."
— Reddit user, F&B industry

Understanding the pros, cons, and real-world outcomes of ACS—and what alternatives can offer—is essential for maximizing the value of your NetSuite investment.

What Is NetSuite ACS?

NetSuite Advanced Customer Support (ACS) is a premium support package designed to provide proactive, ongoing system management. ACS goes beyond standard customer support by offering strategic guidance to optimize your NetSuite environment, implement advanced configurations, and ensure smooth operations. Unlike traditional support, ACS emphasizes proactive system optimization and maintenance over reactive issue resolution.

With a monthly ACS subscription, you gain access to a dedicated Success Manager and solution advisement team. These experts work closely with your business to help you set and achieve your system goals.

ACS services are comprehensive, covering nine key areas:

• Business Solution Advisement: Provides guidance on implementing business process improvements.
• Remediation Support: Assists with the resolution of critical or time-sensitive issues.
• Development and Testing: Offers support for developing and testing complex solutions, including third-party integrations.
• Annual Account Reviews: Conducts thorough annual reviews to identify bottlenecks or areas for improvement.
• Performance Monitoring: Ensures optimal performance of key business processes.
• Release Guidance: Prepares your system for new releases and offers insights into how to leverage new functionality.
• ACS Playbooks: Grants access to best practice guides to support effective use of NetSuite.
• Solution Architecture: Delivers assistance with system architecture design.
• Implementation Support: Provides specialized support for new feature implementations and deployments.

NetSuite ASS Support Levels Explained

ACS offers several levels of support—ACS Advise, ACS Monitor, ACS Optimize, and ACS Architect—each providing increasing levels of involvement and expertise to help businesses get the most from NetSuite:

• ACS Advise offers foundational support with essential guidance, troubleshooting, and light configuration help.
• ACS Monitor includes hands-on support for product-specific activities and assigns a dedicated consultant familiar with your business needs.
• ACS Optimize provides full solution management, performance assessments, and support for product upgrades and process improvements.
• ACS Architect is geared toward large organizations with complex configurations, offering a senior Customer Success Manager and a dedicated team of experts.
• ACS Platform delivers technical advisory services for businesses with high data volumes or complex customizations, focusing on performance and scalability challenges.

NetSuite ACS promises to enhance your NetSuite environment through ongoing system optimization, customization, and proactive monitoring, helping prevent issues before they arise.

However, despite these benefits, businesses may have mixed experiences with ACS, as the expertise level can vary based on the assigned team. For companies requiring highly specialized support, exploring third-party alternatives may provide a more tailored solution.

Real-World Experiences with ACS

While NetSuite ACS is marketed as a premium, high-touch support model, user experiences tell a far more mixed story.

Across Reddit, Slack groups, and ERP forums, a consistent theme emerges: ACS is only as good as the specific team you’re assigned—and when it’s bad, it’s frustrating, expensive, and time-consuming.

“We spend 25 minutes of our half hour meeting finding out that nothing really has been done, or they need us to do something... and then the meeting ends.”
— Reddit user describing weekly ACS calls

For some businesses, particularly those with strong internal NetSuite knowledge and clearly defined asks, ACS works fine. But for many others, especially those seeking strategic guidance or a system diagnostic, ACS has left them disappointed. One user from the food and beverage space shared:

“I had a consultant from our exact industry... but they didn’t deliver. Maybe it’s about getting the right person and the right firm with specific experience.”

Another user highlighted a common pain point: being locked into a long-term contract despite dissatisfaction with results:

“In talking with my NS account rep, ACS can do it, but I’m stuck with them for a year.”

Even when technical skills are adequate, users report a lack of creative problem-solving and ownership. One manufacturing company recounted that only after extensive scripting and external help did NetSuite become viable for their use case—despite having both ACS and NetSuite's own implementation team.

In Summary:

• Consistency is a gamble: Expertise and execution vary significantly from one ACS consultant to another.

• Meetings often drain billable hours: Many companies report time spent on updates and ticket shuffling, with little to show for it.

• Discovery and optimization are weak points: ACS often waits for instructions instead of proactively identifying system improvements.

These recurring issues have led many businesses to seek more responsive and strategic third-party support models—providers who understand both NetSuite and the nuances of their business operations.

So What are the Alternatives to NetSuite ACS?

1. Third-Party NetSuite Consultants

Independent consultants and specialized NetSuite firms are a popular alternative for businesses seeking deeper expertise and flexibility. These consultants often bring industry-specific knowledge and can assist with complex configurations, customizations, and process redesigns.

However, businesses should vet these providers carefully. Many consultants are capable executors, but not all are strategic thinkers. Some clients find that unless they come to the table with a clear set of instructions, results may be underwhelming.

The most effective third-party consultants are those who lead with discovery, propose enhancements proactively, and understand the unique demands of your industry.

2. DiamondCare: A High-Touch Managed Support Alternative

DiamondCare, offered by Kimberlite Partners, is a premium support program designed to address the shortcomings of ACS. Unlike ACS, which often emphasizes process over outcomes, DiamondCare provides:

• Senior-level consultants as your consistent point of contact

• Proactive system reviews to uncover underutilized features and performance bottlenecks

• Ongoing optimization of custom workflows, integrations, and reports

• A highly responsive team focused on strategic value—not just ticket resolution

DiamondCare is particularly effective for companies that want expert guidance but lack the internal NetSuite experience to define their own requirements. It also works well in tandem with ACS for companies seeking to preserve their NetSuite discounts while enhancing the actual value they get from support.

3. Hiring an In-House NetSuite Administrator

For businesses with the budget and complexity to justify it, hiring a full-time NetSuite administrator can provide long-term value. Internal admins offer the benefit of deep operational familiarity and immediate availability.

While this option comes with salary and training costs, it often leads to better alignment between system capabilities and business processes. It also allows for continuous support without the friction of external project onboarding.

4. Offshore NetSuite Experts

For companies looking to reduce support costs while maintaining access to skilled technical professionals, offshoring can be a smart and scalable solution. Many former NetSuite employees and ACS consultants—particularly in regions like Cebu, Philippines—now offer freelance or full-time remote services through platforms such as onlinejobs.ph.

These professionals often bring deep hands-on experience with NetSuite’s back end, including scripting, SuiteFlow, saved searches, dashboard configuration, and integrations. In some cases, they’ve supported hundreds of NetSuite clients while working internally at Oracle/NetSuite.

The key advantage here is cost-efficiency without sacrificing skill. Many of these experts can provide:

• On-demand technical troubleshooting

• Script and customization development

• Documentation, process mapping, and user training

• Administrative support for day-to-day NetSuite maintenance

However, businesses should be mindful that while technical talent is high, industry-specific process knowledge may vary. For best results, it’s often helpful to pair offshore technical support with a strategic lead (internal or external) who can guide priorities and ensure that work aligns with business goals.

Offshore talent isn’t just a budget decision—it’s also a smart way to extend your support capacity without the overhead of an agency or ACS contract.

Key Considerations for Selecting a Support Solution

Choosing the right NetSuite support partner goes beyond price or brand recognition. It’s about finding a model that fits your operating style, industry complexity, and maturity level with NetSuite. Whether you're evaluating ACS, third-party providers, or hiring offshore or in-house, here are the strategic factors that matter most:

1. Discovery-First Approach

The most effective support relationships begin with a structured discovery phase. This includes system health checks, performance audits, process mapping, and a clear set of improvement recommendations. If a provider jumps straight into execution without first understanding your workflows, system history, and pain points, progress will likely stall.

Look for providers that offer:

• Process documentation and system audit deliverables

• GAP/RISK assessments and future-state roadmaps

• Structured onboarding—not just “time and materials” execution

2. Named, Senior-Level Point of Contact

Continuity matters. Avoid providers that assign tasks randomly or rotate consultants frequently. Instead, choose a partner who gives you a named, accountable lead who understands your business, manages internal coordination, and serves as your go-to resource over time.

This eliminates repeated explanations, fragmented communication, and the frustration of the “ticket shuffle” many companies experience with ACS.

3. Responsiveness and SLA Alignment

Speed of response isn’t just about uptime—it’s about maintaining momentum. If your business relies on NetSuite for day-to-day operations, support delays can have cascading effects. Make sure the provider’s service level agreements (SLAs) align with your internal pace, and ask for average response and resolution time metrics up front.

Bonus: Ask how issues are escalated internally. A mature provider will have a defined escalation path and internal controls to avoid bottlenecks.

4. Depth of Industry Knowledge

Support teams must understand your vertical—not just NetSuite. Especially in sectors like food and beverage manufacturing, wholesale distribution, or eCommerce, the real value comes from a provider who can contextualize technical recommendations within the constraints of your supply chain, regulatory requirements, or fulfillment workflows.

A generalist may know NetSuite’s modules. An industry-aligned partner knows how to make them work for your business model.

5. Integration and Ecosystem Awareness

Your NetSuite instance doesn’t operate in a vacuum. Whether you use Shopify, Salesforce, WMS platforms, or third-party logistics providers, your support partner needs to understand the entire tech stack and how data flows across systems.

Ask:

• Have they supported integrations similar to yours?

• Can they identify upstream/downstream risks?

• Do they provide documentation or diagrams of integration logic?

6. Flexibility of Engagement Model

Your support needs will change. The best providers offer flexible engagement tiers that allow you to scale up (during a release cycle or ERP expansion) or down (during steady-state operations).

Avoid rigid contracts with little room to adapt. Look for monthly agreements, usage-based pricing, or models that include optional project-based add-ons.

7. Data Security and Compliance Readiness

Especially in finance, healthcare, and manufacturing, your provider should be able to speak fluently about data handling standards, access controls, and compliance requirements. Ask about:

• Internal security protocols

• NDA and role-based access practices

• Experience with regulatory frameworks (e.g., SOX, FDA, PCI, GDPR)

8. Measurable ROI and Outcome Focus

Support should be more than a help desk—it should drive business performance. Whether it’s faster order fulfillment, cleaner reporting, or more reliable integrations, expect your support partner to quantify outcomes and track progress.

Push beyond “we fixed the ticket” toward “we improved your workflow by 20%.” Great partners deliver real value—not just effort.

How to Choose the Right NetSuite Support Provider

With a range of NetSuite support options available—ACS, third-party consultants, managed service providers like DiamondCare, offshore specialists, and in-house administrators—navigating your choices requires more than a surface-level comparison. The right partner should align with your business’s operational complexity, internal capabilities, industry demands, and long-term growth plans.

One of the first areas to evaluate is your internal maturity with NetSuite. Companies that have just gone live or are in the midst of stabilizing their system often need more strategic, discovery-led support. In contrast, more mature teams may only require execution support for a well-defined backlog. Understanding where you fall on that spectrum can clarify whether you need a partner to lead the roadmap—or just help carry it out.

Industry fit is equally critical. While many providers claim NetSuite expertise, the real differentiator is familiarity with your specific workflows. Businesses in manufacturing, distribution, or food and beverage, for instance, face challenges around lot tracking, 3PL integration, or stacked work orders—scenarios that generic ERP consultants may not grasp. A partner with experience in your vertical will make faster, more relevant recommendations and reduce costly trial-and-error cycles.

The role your provider plays should also match your expectations. Some firms are built to execute; others are designed to consult, guide, and evolve your use of NetSuite. If you're looking for someone to assess your current environment, identify what's underutilized, and provide a roadmap to optimization, make sure your provider’s model supports that level of engagement. Otherwise, you risk paying for hours that go toward task fulfillment rather than strategic progress.

Another key factor is the structure of communication and accountability. One of the most common frustrations with ACS and some third-party vendors is the constant hand-off between consultants. When there's no single point of contact who truly understands your business, progress stalls. A senior-level, dedicated resource who manages your account and orchestrates deliverables across the team is often the difference between frustrating, fragmented support—and a true strategic partnership.

Finally, it's essential to balance cost against long-term value. While ACS and other high-tier options come at a premium, many businesses find that they’re not receiving the personalized attention or tangible impact they expected. On the other hand, choosing a partner solely based on cost can result in poor execution, missed opportunities, and the need to rework projects later. A strong support partner should improve performance, reduce friction across systems, and enhance internal productivity—all of which contribute to measurable ROI over time.

Finding the Right Support for Your Business

While NetSuite ACS offers many valuable services, it is not the only option available for businesses looking to maximize the performance of their NetSuite system. Alternatives like third-party consultants, DiamondCare by Kimberlite Partners, and in-house administrators provide different levels of expertise, customization, and flexibility. By carefully evaluating your specific needs and the strengths of each option, you can find the right support solution to ensure that your NetSuite platform continues to drive success for your business.

If you're ready to explore tailored support solutions that can optimize your NetSuite system for long-term growth, contact Kimberlite Partners today to learn how DiamondCare can deliver the personalized service your business needs.