SuiteProjects Pro Support

Support Services Subscription Levels

There are two levels of customer support services for SuiteProjects Pro: Basic and Premium. The following table outlines the support channels available depending on the type of inquiry and the level of support services subscription.

The premium support subscription includes more benefits such as enhanced response time, case prioritization, and additional authorized contacts. Refer to NetSuite Cloud Hosting and Support Delivery Policies.

Support Online

You can contact SuiteProjects Pro Support by submitting an online support request in SuiteAnswers. For more information, see Creating a Support Case.

You will receive a response by email as soon as possible. Response times vary depending on the level of support you have purchased and the current case load our support teams are dealing with. Refer to NetSuite Cloud Hosting and Support Delivery Policies for target response times.

Support by Phone

Phone support is available 24/7. Call the number provided by your account manager. You must have a valid Premium support subscription to receive support by phone.

For quicker assistance, please have the unique identifiers for your company's SuiteProjects Pro account ready when you call. See SuiteProjects Pro Account Identifiers and URLs.

Support Usage Best Practice Guidelines

Review the following guidelines before contacting SuiteProjects Pro Support:

• The scope of the support services does not include assistance with creating, maintaining and optimizing user scripting code, API application integration code, API request code, custom and advanced field mapping for the NetSuite integration, or the setup of third-party products integrating with SuiteProjects Pro. For assistance with any of the above, contact your account manager, SuiteProjects Pro Professional Services or Advanced Customer Support.

• The scope of the support services does not include first level support to users. SuiteProjects Pro Support cannot assist with unlocking a user account or resetting a password, for example, unless the user is an account administrator and no other account administrators is available to help – See Employee Lockout and Resetting Your SuiteProjects Pro Password.

  Note:

  A strict process is in place to verify the identity of the account administrator contacting SuiteProjects Pro Support to unlock the user account or reset a password.

• Before contacting SuiteProjects Pro Support, use self-service help resources such as the SuiteProjects Pro Help Center or Suite Answers for possible answers to your inquiry. You can search on the SuiteAnswers page to find support articles, training videos, help topics, and best practice documents on any subject need help with

• Wherever possible and regardless of your support services subscription, you should call SuiteProjects Pro Support only in case of a critical concern (C1). For all non-critical concerns (C2 to C4), you should submit an online case. For information about the different case severity levels C1 to C4, see Case Severity Definitions.

• If you are unable to access the SuiteProjects Pro user interface, check the SuiteProjects Pro service Status page before contacting SuiteProjects Pro Support. See Checking SuiteProjects Pro Service Status.

• Submit a separate case for each problem or inquiry. This helps SuiteProjects Pro Support to allocate resources and distribute work appropriately and to improve response times.

• When contacting SuiteProjects Pro Support, you should allocate sufficient time to work with SuiteProjects Pro Support. If your availability is limited, include an alternative contact.

• Before you report a problem, an account administrator should check the Allow Support login box in their personal settings (User Menu > Personal Settings).

  Note:

  This setting allows a SuiteProjects Pro Support representative to access a copy of your company's SuiteProjects Pro account in a test environment for investigation, if required. It does not authorize SuiteProjects Pro Support to access your production, sandbox or release preview account.

• When reporting a problem, include as much information as possible, you should include:

  • The SuiteProjects Pro account type (production, sandbox, preview) and the company ID for the SuiteProjects Pro account where the problem exists.

  • A full description of the problem and how the outcome differs from the expected behavior or result.

  • Screenshots demonstrating the problematic behavior.

  • Detailed steps to reproduce or demonstrate the problem.

  • Details of all troubleshooting steps you attempted.

  • Any special circumstances that led to the discovery of the problem.

  • The date and time when the problem started or when you noticed the problem.

  • The exact wording of any error messages returned.

• You should never include any sensitive information such as sign-in credentials, credit card numbers, or personally identifiable information, for example..

• You should contact the person in your company who manages SuiteProjects Pro (account administrator) before reaching out to SuiteProjects Pro Support to report a problem. Any troubleshooting steps must be done by an account administrator in most cases, as users with other roles often do not the necessary permissions and access privileges.

  Note:

  Account administrators can nominate users who are authorized to submit a Support case. To do so, contact SuiteProjects Pro Support.

• Only account administrators can contact SuiteProjects Pro Support to enable an optional feature or request a sandbox refresh. This is verified by the requester email address.

• Review the Case severity definitions and always use the appropriate case severity when submitting a case. See Case Severity Definitions.

  Using the appropriate case severity helps SuiteProjects Pro Support to prioritize between cases. Otherwise, SuiteProjects Pro Support need to evaluate the true urgency of each case, which slows down the response time to all cases.

Case Severity Definitions

Review the following case severity definitions and always use the appropriate case severity when submitting a case.

Using the appropriate case severity helps SuiteProjects Pro Support prioritize between cases. Otherwise, SuiteProjects Pro Support need to evaluate the true urgency of each case, which slows down the response time to all cases.

• C1 – Critical / Business Down: Production use of the service is stopped or so severely impacted that the company cannot reasonably continue business operations.

• C2 – Urgent: One or more important functions of the service are unavailable with no acceptable alternative solution. Customer's implementation or production use of the service is continuing but there is a serious impact on business operations.

• C3 – How-to / Non-urgent Questions: Important service features are unavailable but an alternative solution is available, or less significant service features are unavailable with no reasonable alternative solution. There is minor loss of business operation functionality or an impact on implementation resources.

  Note:

  Use the case severity C3 – How-to / Non-urgent Questions when submitting a case to request a sandbox refresh.

• C4 – Enhancement / Non-tech Support: An incident that has a minimal impact on business operations or basic functionality of the service.

Case Resolution Overview

Unless our Support team is able to resolve the case, the Support team will log an issue and a with the case. There are two types of issues: defect or enhancement.

• An issue is categorized as a defect when the problem occurs with an existing SuiteProjects Pro feature that does not work as designed.

• An issue is categorized as an enhancement when the issue is a request for additional functionality for an existing feature or for a new feature.

The resolution of customer-reported defects, and the timeframe for resolution is appropriate to the severity of each defect. SuiteProjects Pro defines three levels of defect severity:

• S1: The defect blocks one or more core business functions from working. Resolution is a top priority.

• S2: The defect is not preventing any core business functions from being operational. Prioritization depends on the business use case and number of customers impacted.

• S3: The defect is not a significant hindrance to the business or an alternative solution is available or is not a significant hindrance to the business.

Our Support team communicates significant updates related to the defect resolution with impacted customers. The Support team can also provide further assistance as needed. If you want to request additional information or discuss an issue's severity level, please update your support case for assistance.