Is Your NetSuite Support Falling Short? 5 Signs You Need a Better Partner

NetSuite is a powerful ERP platform, but its true value hinges on the expertise of your support partner. Whether it’s maintaining customisations, resolving errors, or managing upgrades, your partner should act as a strategic asset, not a bottleneck. If you’re questioning your current provider’s performance, here are five clear signs it might be time to find a better NetSuite Support Services partner. 

1. Slow Response Times Are Hindering Your Operations 

A reliable NetSuite support partner understands that downtime equals lost revenue. If your team constantly waits hours—or even days—for a response, it's a red flag. Your business deserves proactive service, not reactive support. Timely issue resolution should be the standard, not the exception. 

2. Recurring Issues Aren’t Being Resolved 

If you're dealing with the same NetSuite errors over and over, it’s likely your partner is applying quick fixes rather than long-term solutions. This not only drains resources but also slows down your team. If you’re frequently stuck in a cycle of basic troubleshooting, it may be time to seek professional help to address root causes. 

3. They Lack Industry Knowledge or a Strategic Approach 

ERP support isn’t just about solving tickets. A great partner understands your industry, anticipates challenges, and recommends improvements. If your current provider is falling short of offering strategic guidance or customisation recommendations, you’re likely missing out on better ROI.   

4. Communication Is Inconsistent or Poor 

Clear, consistent communication is essential in any support relationship. If you’re left in the dark about updates, changes, or system recommendations, that’s a major concern. Effective communication ensures your system evolves with your business, not against it. 

5. You’re Not Getting the Value You’re Paying For 

Outsourcing NetSuite support should be a cost-effective move. If you're unsure what your partner is doing with the retainer you pay for, that's a sign of low transparency and poor value. Switching to a more transparent and results-driven team can unlock significant efficiency gains. Learn about the top benefits of outsourcing NetSuite support to evaluate your options. 

Time for a Change? 

Partnering with the right support team makes all the difference. If any of the above signs ring true, consider working with a trusted provider like ERP Buddies, who specialises in custom NetSuite support aligned with your business goals. With over 2,000+ support projects, 400+ consultations, and 300+ custom integrations across 30+ industries and 50+ countries, ERP Buddies brings over a decade of expertise to every engagement. Our 90% client retention rate speaks to the transparency, results, and trust we deliver. 

If any of the above signs resonate with you, reach out to ERP Buddies today and experience the difference a dedicated, strategic NetSuite support team can make.