Hi there, does anyone have any experience with NetSuite's ACS team? Our company is considering engaging them for services but wanted to know if they respond in a timely manner. I've heard they do not, and Support team is better. https://www.netsuite.com/portal/services/support-services/advanced-customer-support.shtml

ACS is dedicated support. We have used them in the past and they are always on top of things. The process is very thorough. They asses all your concerns and implement a strategy to create solutions. I was very happy with the service.

Michael must have gotten the elusive good ACS team! We currently have it and highly regret it. If you're generally looking for customizations, I would reco a contract developer. Their response time to us is incredibly slow. This was the last post about it with my input:

I agree with @Michael McNamara I have used ACS service for over 2 years with my previous company and just engaged them for my new company. They are pretty good in getting things done, I used them for scripting mainly. One issue though they have high turnover rate for their resources.

im amazed. Glad to hear some people have had good experiences though. We have spent literally 10 months now implementing a common bundle

I guess it depends on the need. In that example, I would never need them for PDF customization. That’s easy enough for me to figure out. I’ve used them for higher level solutions.

yeah, we were still new to Netsuite at the time and didn't know any better. Our "wish list" was mostly customizations we didn't get to during implementation that we found we needed after we started using Netsuite for a few months. 1 item on our wish list has been completed by ACS. A handful I ended up figuring out myself through research and tinkering with advanced PDFs. I guess ACS has made me a better Netsuite user in the sense they've forced me to learn more ha

We had a really bad experience with them, so much so that I asked for our money back and got most of it

I've also heard that you get a higher quality team if you are paying for at least X number of hours per month. The lower tier is largely meant to maintain the system with small improvements, and the higher team for creating higher level customizations.