1. NetSuite Basics
  2. Getting Help
  3. SuiteAnswers Overview
  4. Support Cases in SuiteAnswers
  5. Creating Support Cases in SuiteAnswers

Creating Support Cases in SuiteAnswers

Note:

At peak times, cases can take longer to submit. A notification will display telling you the submission process is still underway.

To create a support case, see one of the following procedures based on your support offering:

To create a support case (Basic Support):

  1. Go to the Support tab in your NetSuite account, select Go to SuiteAnswers, and then click Contact Support at the top.

  2. Start with an AI-powered chatbot - NetSuite Virtual Support Assistant - for quick answers to your basic NetSuite questions. A chatbot icon NetSuite Virtual Support Assistant icon. is visible on all SuiteAnswers pages. Click the icon to bring up the NetSuite Virtual Support Assistant.

  3. Chat with the Virtual Assistant for your query. If the Virtual Assistant cannot find a satisfactory answer, request Additional Support options to connect to other support channels. This will bring up 2 options – Ask in the NetSuite Support Community and Report a Problem.

  4. Select Report a Problem. This will open the form to create an online support case.

    Note:

    With Basic support, you can submit only critical problems that impact your business operations. For other problems or questions, you can ask for advice from NetSuite professionals and a dedicated team of Support Gurus in the NetSuite Support Community. Registration is required.

  5. Enter a brief description of your problem, and answer the provided questions if possible.

  6. Attach any relevant files. The maximum file size for one file is 10MB.

  7. Optional: enter a contact number and select a time zone from the dropdown list.

  8. Optional: check the Allow a NetSuite Representative to log into a replica of your account for this case box. For more information, see NetSuite Support Login

  9. Click Submit Case.

To create a support case (Premium Support):

  1. Go to Contact Support > Create Support Case.

  2. Enter a query and check if an existing help topic relates to your issue.

  3. If no help topic matches your query, select a type of case from the dropdown list.

  4. Select a case severity.

  5. If creating a C1 case, check the 24 x 7 availability box, or complete the additional fields as requested.

  6. Enter a brief description of your problem, and answer the provided questions if possible.

  7. Attach any relevant files. The maximum file size for one file is 10MB.

  8. Optional: enter a contact number and select a time zone from the dropdown list.

  9. Optional: check the “Allow a NetSuite Representative to log into a replica of your account for this case” checkbox. For more information, see NetSuite Support Login

  10. Click Submit Case.

You'll get an email response as soon as possible. Response times vary depending on the level of support you have purchased and the support team's case load. To improve response times, please complete as many of the case specific questions as possible. The case quality indicator provides a useful visual guide about the optimum level of information to provide to Support.

Case Quality indicator in SuiteAnswers.

If your role permits, you can check the status of your support cases in NetSuite 360. For more information, see NetSuite Support and Checking the Status of Support Cases.

Related Topics

General Notices