NetSuite ACS (Advanced Customer Support) Alternatives: What You Need to Know

As your business scales, so do your ERP requirements. NetSuite is widely recognized as a leading cloud ERP platform, but maintaining and optimizing it over time requires more than a basic support plan. Many businesses turn to NetSuite Advanced Customer Support (ACS) to fill that gap. However, real-world experiences often reveal that ACS isn’t always the right fit—especially for companies without clearly defined technical roadmaps or internal NetSuite expertise.

While ACS is marketed as a proactive, high-touch support model, decision-makers are increasingly looking for alternatives that offer more flexibility, deeper discovery, and measurable value. Gaining a clear understanding of both the capabilities and limitations of ACS—and being aware of what alternative solutions are available—is essential to maximizing the value of your NetSuite investment.

What Is NetSuite Advanced Customer Support (ACS)?

NetSuite ACS is Oracle’s premium support service offering, designed for businesses seeking ongoing optimization and long-term system oversight. Unlike standard NetSuite support, which focuses on break-fix assistance, ACS offers a structured model with dedicated resources intended to proactively monitor, enhance, and evolve your system.

A monthly subscription provides access to a Success Manager, solution architects, and a defined set of services across nine areas—ranging from remediation and development to performance tuning, implementation support, and release readiness. Clients also receive access to ACS Playbooks, which are designed to enforce best practices across business processes and technical architecture.

The ACS program is offered in tiers—Advise, Monitor, Optimize, Architect, and Platform—each level promising broader scope and increased involvement. These tiers are aimed at aligning with your ERP complexity, with ACS Optimize and Architect targeting larger enterprise deployments.

In theory, ACS offers a complete NetSuite support model. But in practice, the experience varies drastically depending on the assigned team and your company’s ability to define and prioritize support needs.

Why NetSuite ACS Isn’t Always Enough for Mid-Sized Businesses

For mid-sized enterprises—those too large for out-of-the-box ERP but not yet fully resourced internally—ACS can become more of a constraint than a solution. ACS assumes that your business already has a strong internal understanding of NetSuite’s capabilities and a defined backlog of initiatives. But many organizations are still working out what their system should be doing, not just how to execute known tasks.

That’s where ACS begins to fall short. The model often lacks structured discovery and rarely initiates conversations around untapped features or underperforming workflows. Instead, it waits for direction. For growing companies needing hands-on system diagnostics, business process mapping, or proactive optimization, ACS often feels like a reactive, ticket-based service packaged in premium pricing.

And when your internal team lacks time or ERP fluency, you end up burning hours in planning sessions, chasing updates, or repeating instructions to rotating consultants. Businesses in this stage don’t just need NetSuite support—they need personalized guidance, continuity, and strategic enablement. ACS, in its current form, rarely provides that.

Real-World Frustrations with NetSuite ACS

User feedback across forums and industry groups echoes a common theme: ACS is inconsistent. Success often depends on the specific consultant you’re assigned—and even then, outcomes can be underwhelming.

Some clients report that ACS calls become status updates rather than strategy sessions, with little movement between meetings. Others point to long turnaround times, vague deliverables, or limited ownership of outcomes. And once locked into a 12-month contract, businesses find themselves paying for support they’re not actively benefiting from.

For companies lacking a clear technical roadmap, ACS may not offer enough structure to guide long-term improvements. Without a discovery-led approach or consistent senior oversight, the support experience feels fragmented, slow, and unresponsive to evolving business needs.

How DiamondCare Compares to NetSuite ACS

At Kimberlite Partners, we created DiamondCare to address the very challenges businesses face with ACS. DiamondCare is a managed service support model built to be flexible, strategic, and deeply personalized. It functions not just as a help desk, but as an extension of your team—providing guidance, execution, and accountability under one roof.

Unlike ACS, DiamondCare assigns a named, senior-level consultant who understands your business and evolves with it. Our approach starts with deep system diagnostics and business process discovery. From there, we continuously optimize your NetSuite system, uncover underutilized functionality, and help you align your ERP with real-world performance goals.

The difference in engagement is clear. While ACS focuses on scope and SLA compliance, DiamondCare prioritizes measurable outcomes—like improved workflows, better reporting, and reduced operational friction. And because we offer month-to-month flexibility, you’re never locked into support that isn’t working.

When You Should Combine ACS with a Third-Party Partner

If you're mid-contract with ACS but still need more proactive, senior-level guidance, you don’t have to choose one path. Many businesses are finding success by combining NetSuite Advanced Customer Support with a third-party support solution like DiamondCare.

In this hybrid model, ACS handles foundational support—release management, system monitoring, and critical patches—while a strategic partner leads workflow optimization, system enhancements, and roadmap execution. This gives you access to ACS resources while ensuring your NetSuite investment is actually being leveraged for business growth.

It’s a flexible NetSuite support structure that works well for businesses that:

• Have specialized needs ACS doesn’t cover

• Are waiting out a long-term ACS contract

• Need faster turnaround on customizations or integrations

• Want continuity from a senior consultant who leads—not just reacts

Exploring the Best NetSuite ACS Alternatives

If ACS isn’t the right model—or no longer fits your organization—here are other NetSuite support options to consider:

Third-Party NetSuite Consultants
These are ideal for project-based needs or targeted improvements. Choose firms that lead with discovery, not just execution. The best consultants act as NetSuite partners, not just contractors.

Managed NetSuite Support (Like DiamondCare)
This is a fully managed, outcome-driven NetSuite support service that balances guidance and execution. With a named resource, tailored plans, and month-to-month flexibility, managed services are the most scalable ACS alternative for long-term success.

In-House NetSuite Administrators
Hiring internally gives you direct access to technical skills and day-to-day ownership. While this offers control, it requires budget, hiring time, and ongoing training.

Offshore NetSuite Experts
Offshoring can be a cost-effective way to expand support capacity. Many offshore professionals bring deep technical knowledge—but lack industry context. For best results, pair offshore talent with strategic oversight from a third-party consultant or internal lead.

Choosing the Right Support Model for Your ERP

Your NetSuite support strategy should reflect the complexity of your operations, your system maturity, and your appetite for continuous improvement. Whether you stay with ACS, explore a hybrid model, or move to a fully managed service like DiamondCare, focus on alignment with your business goals.

Look for a support partner who:

• Leads with discovery and business understanding

• Assigns a senior point of contact

• Offers flexibility in engagement

• Understands your industry

• Connects NetSuite to your broader technology ecosystem

• Tracks outcomes, not just ticket closures

Support shouldn’t be a static service—it should be an enabler of growth. And in today’s ERP landscape, finding the right support model is often the difference between stagnation and acceleration.

Why More Businesses Are Replacing or Augmenting NetSuite ACS

NetSuite ACS can work for some businesses—but many find themselves underserved by its rigid scope, slow turnaround, and lack of personalization. Alternatives like DiamondCare exist because businesses want more than just activity—they want value, performance, and momentum.

Whether you're exploring an ACS alternative, combining ACS with a third-party service, or considering a new NetSuite partner entirely, now is the time to reassess your ERP support structure.

If you’re ready to discuss how to personalize, optimize, and grow your NetSuite platform with a more responsive support model, contact Kimberlite Partners today. Let’s talk about how DiamondCare can transform your support experience—while keeping your business moving forward.