Support Isn't Just Break-Fix

Most companies think of NetSuite support as fixing things when they break. Something stops working, you submit a ticket, wait in queue, get a response, maybe go back and forth a few times, problem eventually resolved, repeat. It works, but it's purely reactive—and reactive support keeps you perpetually behind.

Good support relationships are fundamentally different. They're proactive, strategic, and feel more like a partnership than a vendor arrangement. The support partner knows your system, anticipates problems, and actively works to make things better—not just to fix what's broken.

The difference matters because your NetSuite environment should be improving over time, not just surviving. If the only time you interact with support is when something breaks, you're missing the opportunity for continuous improvement.

Signs of a Good Support Relationship

They Know Your System

You're not re-explaining your setup every time you call. Your support team knows your configuration, your customizations, your history, your business context. They can diagnose issues in context, not in a vacuum.

This requires continuity—working with the same people over time. Ticket-based support where you get whoever's available means starting from scratch every interaction. Relationship-based support means picking up where you left off.

The investment in learning your environment pays off in faster resolution, more accurate diagnoses, and solutions that fit your specific situation.

They Anticipate Problems

Good partners don't just fix what breaks—they tell you what's about to break. They notice patterns that indicate emerging issues:

• Saved searches that are slowing down as data volume grows

• Scripts that are approaching governance limits

• Roles that have accumulated problematic permissions

• Workarounds that are becoming unstable

• Configurations that will conflict with coming NetSuite updates

Proactive identification means fixing problems when they're small rather than when they're crises. It's the difference between routine maintenance and emergency repair.

They Build, Not Just Fix

The best support partners don't just maintain—they improve. They identify opportunities for automation, suggest enhancements, and build solutions that prevent future problems.

When they fix something, they also ask: how can we prevent this from happening again? The answer might be better validation, automated monitoring, process improvement, or enhanced documentation. Break-fix becomes continuous improvement.

Support and development should work together. A support team without development capability can only maintain; they can never improve. Look for partners who can build what you need.

They Transfer Knowledge

The goal isn't dependency—it's capability. Good support makes your team better over time. They document what they do, explain why they did it, and train your people to handle more themselves.

Knowledge transfer shows up in:

• Documentation of solutions provided

• Training on new features and capabilities

• Explanations that help your team understand, not just execute

• Gradual expansion of what your team can handle internally

If your team isn't more capable after a year of support than they were at the start, the support relationship isn't delivering full value.

They Care About Outcomes

Not hours billed, not tickets closed—business outcomes. Did the close get faster? Did users stop complaining? Did the error rate drop? Did the process actually improve?

Outcome-focused support asks different questions. Not "is the ticket resolved?" but "is the problem actually solved?" Not "did we respond quickly?" but "did we help you succeed?"

If your support partner doesn't ask about outcomes, they're not invested in your success.

Red Flags in Support Relationships

They Always Say Yes

A partner who never pushes back on requests is either not paying attention or optimizing for hours over outcomes. Good support sometimes says "that's not the best approach" or "here's a better way."

Pushback is a sign of genuine expertise and engagement. If every request gets a "yes, we can do that," nobody's thinking critically about whether they should.

Issues Recur

If you're fixing the same problems over and over, root causes aren't being addressed. Good support solves problems permanently, not temporarily.

Recurring issues indicate break-fix mentality—treating symptoms without curing diseases. Insist on root cause resolution, not repeated band-aids.

No Development Capability

Support without the ability to build solutions can only maintain what exists—never improve it. If your support partner can't develop customizations, automate processes, or build reports, you're limited to fixing what breaks.

Look for partners who combine support and development capability, so maintenance naturally leads to improvement.

Communication Is One-Way

You only hear from them when you reach out. No proactive recommendations, no status updates on pending items, no check-ins to see how things are going.

One-way communication suggests transactional relationship, not partnership. Good partners communicate proactively—alerting you to potential issues, updating you on progress, sharing relevant insights.

They Don't Understand Your Business

Technical expertise isn't enough. If your support team doesn't understand what you're trying to accomplish—your business model, your processes, your priorities—their solutions will be technically correct but practically useless.

Business understanding develops over time in good relationships. If you've worked together for a year and they still don't get your business, something's wrong.

What to Look For

Named Resources

Will you work with the same people consistently, or whoever's available when you call? Named resources build knowledge over time. Ticket queues start fresh every interaction.

Response Time Commitments

What's the commitment for initial response? For resolution? Different priorities might have different SLAs. Make sure expectations are clear and realistic.

Scope of Support

What's included? Configuration help? Custom development? Training? Reporting? Understand boundaries before you need something that's out of scope.

Communication Cadence

How often will you talk beyond issue resolution? Regular check-ins ensure nothing falls through cracks and provide opportunity for proactive improvements.

Escalation Path

When issues are complex or urgent, how do they escalate? Who has authority to make decisions? How quickly can senior resources engage?

Success Metrics

How will you know if the relationship is working? Define success measures upfront—response times, resolution rates, satisfaction scores, system performance, whatever matters to you.

Building a Good Relationship

Good support isn't just about finding the right partner—it's about building the relationship over time.

Be a Good Partner Yourself

Provide context with issues. Be available when they need information. Give feedback on what's working and what isn't. The best support relationships are mutual investments.

Invest in Regular Communication

Don't only talk when there's a problem. Regular check-ins build relationship and enable proactive improvements.

Share Your Roadmap

If your support partner knows what's coming—new products, growth plans, system changes—they can prepare and advise proactively.

Bottom Line

The best support relationships feel collaborative, not transactional. You're working toward shared goals, not just exchanging tickets for hours.

When evaluating support options, ask: Will they know my system? Will they make my team better? Can they build what I need? Will they tell me things I don't want to hear? If the answer is yes, you've found a partner, not a vendor.