NetSuite Service Tiers Frequently Asked Questions

How do I find information about my NetSuite Service Tier?

If you have the Administrator role, you can see your current service tier in NetSuite at Setup > Company > Service Tier Dashboard.

Also, you can see your concurrency usage and other limits at Setup > Integration > Integration Governance.

Does my service tier affect performance and scalability of my NetSuite account?

NetSuite service tiers do not affect your account performance. However, Oracle NetSuite has tools and teams, such as ACS Optimize and Support, to help solve performance-related problems, and optimize your service tier and number of SuiteCloud Plus licenses.

When you think about performance, your most common question is likely, how long will it take? Performance issues including page load times, integration request process times, and single transaction load/save/edit times. These issues can be resolved by using the Application Performance Management tools, doing root cause analysis with Support, and involving ACS for more technical health-check reports. Regardless of your service tier, you use these tools and teams to help you optimize the performance of your NetSuite account. The Application Performance Management SuiteApp can be found in the SuiteApp marketplace.

For more information, see SuiteApp Installation and Application Performance Management (APM).

When you think about scalability, your most common question is likely, how many do we need? Scalability issues include user counts, map-reduce, and integration concurrency, which can be monitored using APM Concurrency. If needed, you can buy additional SuiteCloud Plus licenses to address these issues. The service tier you choose affects the maximum number of SuiteCloud Plus licenses you can add to your NetSuite account.

For more information, see SuiteCloud Plus Settings.

Will a tier upgrade fix my performance issues?

No, your service tier doesn't impact performance. Service tier upgrades give you capacity for more users, file cabinet storage, transaction volume, and concurrency as your business grows.

Where can I check my Service Tier usage metrics?

Users with the Administrator role can view your account’s usage details in the Service Tier Dashboard. To access the dashboard, go to Setup > Company > Service Tier Dashboard. For more information, see Service Tier Dashboard.

Who can access the Service Tier Dashboard?

Users with the Administrator role can access the Service Tier Dashboard. For more information about service tiers, see NetSuite Service Tiers.

What is the difference between the Service Tier Dashboard and the SuiteSuccess Transaction Types Analysis Workbook SuiteApp?

The Service Tier Dashboard shows your NetSuite account usage and metrics, including your monthly transaction lines for the previous month and a rolling monthly average for the past six months. It also shows your file cabinet storage capacity, the number of full licensed users in your account, and the number of SuiteCloud Plus licenses you've purchased. For more information, see Service Tier Dashboard.

The SuiteSuccess Transaction Types Analysis Workbook, available on the SuiteApp marketplace, helps you see your company’s transaction line usage for the current month. If you install the SuiteApp, you can see how many transaction lines you generate this month and then analyze them by transaction type. For more information, see Transaction Types Included in Monthly Transaction Lines Metric. For details on installing SuiteApps, see SuiteApp Installation.

What transaction types contribute to the Monthly Transaction Lines metric?

NetSuite account usage is measured using transaction lines. Monthly Transaction Lines are reported each month and a 6-month rolling average is used to determine the appropriate service tier. For a list of the transaction types used to determine the Monthly Transaction Line metric, see Transaction Types Included in Monthly Transaction Lines Metric.

Why are my Monthly Transaction Lines higher than expected? We only have a few line items on each of our transactions, but the current Service Tier Dashboard numbers are considerably higher.

It is important to know that a single transaction is not necessarily one transaction line in the Monthly Transaction Lines metric. There can be underlying component items that count toward the Monthly Transaction Lines metric.

For example, if you have a Groups, Assemblies, and Kit/Packages sales order form that includes one assembly item with five components, the transaction lines would look like this:

Main Line (1) + Assembly Item (1) + Component Items (5) = 7 transaction lines.

The sales order form in NetSuite might show this:

Main Line (1) + Assembly Item (1) = 2.

This means the line items you see on the sales order form aren't necessarily the same as the transaction lines included in your Monthly Transaction Lines metric.

If you want to see your Monthly Transaction Line metric breakdown for the current month, the SuiteSuccess Transaction Types Analysis Workbook can give you an accurate view of your data. The SuiteSuccess Transaction Types Analysis Workbook counts and displays the component lines and provides visibility when Groups, Assemblies and Kit/Packages are used.

For more details about monthly transaction types and line items, see Transaction Types Included in Monthly Transaction Lines Metric. For more details about counting line items, please see Groups, Assemblies, and Kit/Packages, SuiteAnswers ID 30578, and Cost of Goods Sold (COGS) GL Impact, SuiteAnswers ID 7819. If you would like to see your current month’s transaction lines in detail, please see the SuiteSuccess Transaction Type Analysis Workbook SuiteApp. For details on installing SuiteApps, see SuiteApp Installation.

What is a Full Licensed User?

A user is an individual who has access to a NetSuite account. Full Licensed Users are individuals who are assigned any role (Standard or Custom) that requires the user login to perform activity within NetSuite. To check how many Full Licensed Users you currently have in your account, go to Setup > Company > View Billing Information and look under Billable Components.

It's important to note that it's the user's email address that's counted as one user license. That email address can be associated with multiple roles within NetSuite, but it still counts as only one Full Licensed User.

For example:

• If the user has only an Administrator role, it counts as one user against the Full Licensed Users.

• If the user has both an Administrator role and a Custom role with the same email address, it counts as only one user against the Full Licensed Users.

• If the user has both an Administrator role and an Employee Center role, it counts as only one user against the Full Licensed Users.

• If the user has only an Employee Center role, it's not counted against the Full Licensed Users.

The following roles don't count against the Full Licensed Users count because they don't give users full NetSuite account access:

• Customer Center role

• Employee Center role

• Advanced Partner Center role

• Specialized User: WMS role

• Specialized User: CRM role

• Specialized User: View and Approve role

For more information about the above mentioned roles, see:

• Customizing the Customer Center Role

• About the Employee Center Role

• Assigning the Advanced Partner Center Role

• Customer Center, Vendor Center, and Partner Center Roles

Why is the Service Tier Dashboard missing some data?

If some of the dashboard items are not displayed, it's probably because you haven't used or purchased capacity for that resource yet.

Can I see the Service Tier Dashboard in non-production accounts (sandbox, development, Release Preview)?

No, currently the dashboard isn't available in non-production accounts. It may become available in the future.

Can I pick the date and time of my upgrade?

No. We strive to upgrade your service tier as soon as your new service tier’s first invoice is fulfilled.

What actions are required of me in preparation of my Service Tier upgrade?

You don't need to do anything before the tier upgrade because your data doesn't change. After the upgrade, you may need to update integrations and customizations to use the additional base tier concurrency and any additional SuiteCloud Plus licenses you bought.

How long does it take to receive the new service tier after I place my order?

The service tier upgrade starts right after the sales order is billed. After the sales order is billed, an invoice is generated, and a new service tier license is created. You'll get your new service tier within 3 days of license creation.

After the new license is created, the system updates the base concurrency threads automatically.

Your new service tier components are provisioned as of the contract start date. The components include file cabinet storage size, full licensed users, and monthly transaction line limits.

Where in NetSuite can I check the status of my service tier?

You can confirm your new service tier by checking your Billing Information page when your new service tier begins. The Service Tier field on the Billing Information page is updated 72 hours after the new license start date. To access your Billing Information page, go to Setup > Company > View Billing Information.

You can also check your service tier on the Service Tier Dashboard page. To access the dashboard, go to Setup > Company > Service Tier Dashboard.

Will I be notified when the tier upgrade is complete?

Yes. You'll get a notification when your tier upgrade is finished.

If additional maintenance is required, users with the Administrator role get an in-account notification at least 48 hours in advance. This doesn't affect your ability to use the increased capacity of the new tier. After the additional maintenance is complete, you'll get a notification if the Maintenance Complete box is checked at Setup > Company > General Preferences.

If additional maintenance is required, do I need to do anything to prepare for the scheduled maintenance related to the service tier upgrade?

If additional maintenance with downtime is required, consider pausing any 24/7 integrations before the scheduled date. Try to run those processes to run ahead of the scheduled maintenance window (best practices). You can resume the processes after maintenance is complete.

Can I purchase an upgrade for a short-term period and later downgrade to a lower tier?

Service tiers support long-term growth and aren't meant for short-term spikes. Customers get a wider threshold in tracked attributes, so you rarely need to downgrade.

How is my sandbox account upgraded?

NetSuite offers one sandbox option, so no upgrades are possible or needed. We no longer offer premium sandboxes since all customer sandbox accounts have their own database instance.

Who can I speak with about tier upgrades?

Contact your Account Manager if you have questions or concerns about the tier upgrade process. For technical questions, contact NetSuite Customer Support.

• NetSuite Service Tiers
• NetSuite Service Tier Structure
• Service Tier Dashboard
• Service Tier Upgrade Process Overview
• Transaction Types Included in Monthly Transaction Lines Metric
• SuiteSuccess Transaction Types Analysis Workbook SuiteApp