d. Like all other businesses, priority is given to top tier customers unless the ticket you raised is a bug that severely affects your business. So take it this way. To Illustrate: Let's say there are (3) major issues/bugs filed in NetSuite this week, the First (2) issues filed is system wide or all users are affected. While the (3rd) one, QA cannot pin point if it's system wide. It only was reported by a few NS users.. the 3rd one wouldn't be prioritized the same way as the first 2. On the other hand if it's both user specific but the first issue was reported by a big client of NS.. I'm sure you know who they would prioritize