Hey everyone, we're approaching our contract renewal and NetSuite fiscal year end and are evaluating our options. I'm curious if anyone has any first hand experience (success/failure stories) with NetSuite Advanced Customer Support (ACS) or with the Learning Cloud Support (LCS) Company Pass subscription and can speak to their relative value? We're at the point where we don't currently have the in-house knowledge to leverage the full suite of the NetSuite offerings nor to improve our internal network of scripts, workflows, etc. As such we're weighing out the benefits of training in-house expertise vs. leveraging outside resources (either via hiring or ACS). Any guidance is much appreciated! Cheers!

ACS is good if you can take good requirements from your users and get good testers (or be a good tester yourself) - I get 30 hours a month - it's super helpful for getting workflows/scripts out the door without using any of my own dev time on it

Thanks @Wreckless! What level of ACS is your company utilizing - Optimize or Architect? Seems like you have found the team assigned to your account to be useful/knowledgeable? What is an example of a business problem you have received assistance with?

Our experience with ACS (Optimize) has also been good, but yes you will need to devote time to writing requirements, having a few meetings with ACS, and testing time. But it can be a great way to expand your capacity without having additional staff. They have helped with business process changes, training, workflows, scripts, and other kinds of customizations. We also had LCS, and that is really only useful if you have someone looking to level up their Netsuite knowledge and/or get their certification. Each class will generally focus on one specific area, and then it is up to the person who took the class to then put the learning into use. It’s more of a long term investment, I wouldn’t expect it to yield as much short-term benefit.

We have LCS Company Pass and the benefit you get is proportional to the engagement of your users. The training is on-demand videos so the users can get to them anytime they need to or want to. You will need to access to an admin portal if you want to monitor user engagement and progress (which modules they have accessed and how much of that training they have completed). Scheduled Live sessions are also available covering a multitude of topics.

We have been with Netsuite for over 4 years now, both without ACS and with ACS, and here is my opinion. If you are using out of the box with minor customization, ACS is good to extract the most of Netsuite and bundled features. Resources are good to handle Netsuite functionalities. In case of custom modules or deviations in Netsuite standard functionalities, it would be better to engage a partner who understands the business model and the customizations if you do not want to hire full-time resources for maintenance.