I think NetSuite should offer a tier of support that gets you past the first three or four support reps who all ask the same "is it plugged in" questions. Maybe a higher level based on one's certification level or something so there's some proof that the person going to support has a certain degree of experience in the Suite and so warrants a more senior support response. Dunno, just thinking out loud...

Half the challenge in dealing with NS Support for issues is how to avoid having to deal with NS Support lol

Isn't this technically what ACS is supposed to do?

hahahahahahaha deep breath hahahahahahahahah

I did say "supposed to" lol

As if paying for support weren't already expensive enough, they introduce another paid layer and call it "advanced" where instead of being passed to three or four different reps before you're finally escalated to someone who can help, you get the same one or two on round-robbon. To be fair, I have heard that ACS is good, if you want to pony up.