NetSuite Support vs. In-House IT: Pros and Cons

Businesses frequently must make important decisions about their IT infrastructure and support systems in the fast-paced business environment of today. The decision of whether to use NetSuite support or handle IT internally is one of the most important ones that many firms must make. This choice will have a big impact on the performance, cost-effectiveness, and general efficiency of the company.

Understanding NetSuite Support

The term NetSuite Support describes several services offered by NetSuite, a well-known cloud-based ERP software. The purpose of these services is to facilitate the use and upkeep of NetSuite ERP systems by businesses. To ensure optimal software functionality and performance and to address any issues that may arise during use, NetSuite support is essential. NetSuite support services typically encompass the following key aspects:

  • Technical Support: NetSuite offers technical support to assist with system configuration, troubleshooting, and resolving technical issues. It includes assistance with software installation, updates, and system integrations.
  • Functional Support: Functional support focuses on helping users maximize the functionality of their NetSuite ERP system. It involves guidance on utilizing various modules and features to meet specific business requirements.
  • Software Updates and Patches: NetSuite regularly releases updates, patches, and enhancements to improve the software’s performance and security. Support services include assistance with applying these updates to the system.
  • User Training and Education: NetSuite support often provides NetSuite training resources and materials to educate users and administrators on how to make the most of the software’s capabilities.
  • System Performance Monitoring: NetSuite’s support services may involve monitoring the performance of the ERP system, ensuring it runs smoothly, and addressing any issues that may affect its efficiency.

Types of NetSuite Support

NetSuite offers several support packages and services to cater to the diverse needs of its clientele. These support plans typically include the following: 

  1. Standard Support: This basic support plan typically covers essential technical assistance, software updates, and access to NetSuite’s knowledge base. It’s suitable for organizations with relatively straightforward requirements.
  2. Premium Support: Premium support plans are designed for businesses with more complex needs. They often provide faster response times, dedicated account management, and additional support resources.
  3. Advanced Customer Support (ACS): ACS is a premium support option offering an even higher service level. It includes proactive system monitoring, personalized support, and tailored services to meet business requirements.
  4. SuiteSuccess: This comprehensive package combines NetSuite support with professional services and industry-specific expertise. It is aimed at companies looking for a complete solution that aligns with their industry’s best practices.

Selecting the right kind of NetSuite support is essential since it affects the resources and help that your company may receive. Your budgetary restrictions, the intricacy of your business procedures, and the importance of the NetSuite system should all be considered when making your choice. It is essential to comprehend the various support plans and services offered to make an informed decision that best meets your company’s needs.

In-House IT Support

In-house IT, also known as in-house information technology, means having a dedicated internal team or department overseeing and looking after the company’s IT infrastructure and technology-related strategies. This in-house IT team usually consists of skilled professionals with knowledge in different aspects of IT, including tasks like managing the network, providing system support, developing software, and ensuring cybersecurity. The core responsibilities of an in-house IT team encompass:


  • Infrastructure Management: Managing and maintaining the company’s IT hardware, including servers, workstations, and networking equipment, to ensure they function efficiently and securely.
  • Software and Application Support: Installing, setting up, and offering assistance for the software programs that staff members utilize. It involves ensuring that programs are up to date and debugging software problems.
  • Network Management: Keeping an eye on the network infrastructure of the company to make sure it is safe, dependable, and able to support its connection requirements.
  • Data Security: Putting security measures in place to guard against unwanted access, data breaches, and assaults on the organization’s data.
  • User Support: provide technical support to staff members with IT-related difficulties, such as malfunctioning hardware, software, or user access concerns. 
  • Pros: In-House IT

  • Control and Customization: The degree of control and customization that in-house IT offers is one of its notable benefits. With an internal IT team, the company may modify IT solutions to meet its unique requirements. For companies with specific operating needs or strict security and compliance requirements, it is valuable.
  • Immediate Access: In-house IT teams offer immediate access to IT support. When technical issues arise, employees can quickly contact the internal team for assistance, leading to faster problem resolution and reduced downtime. For companies whose daily operations significantly depend on their IT systems, it may be vital. 
  • In-depth Knowledge of Company Operations: In-house IT teams develop a deep understanding of the company’s operations, culture, and unique challenges. This knowledge allows them to align IT solutions with the business’s goals and strategies more effectively. They can proactively identify opportunities for IT improvements that directly benefit the organization.
  • Cons and Challenges: In-House IT

High Operating Costs: Maintaining an in-house IT team can be cost-prohibitive for many organizations. The high operating costs associated with in-house IT include:

  • Salaries and Benefits
  • Infrastructure Costs
  • Software and Licensing Expenses
  • Training and Development

Limited Expertise: In-house IT teams may need more expertise and specialization. IT professionals within the organization might not cover the full spectrum of IT requirements, leading to:

Skill Gaps

Outdated Knowledge

Scalability Challenges: Scaling an in-house IT team to meet the changing needs of a growing organization can be a considerable challenge. Issues related to scalability include:

  • Recruitment and Onboarding
  • Cost Burden
  • Resource Allocation

Staffing and Training Issues: In-house IT teams often face staffing and training issues that can impact their effectiveness, including:

  • Staff Turnover
  • Training and Certification
  • Workload and Burnout

Pros and Benefits: NetSuite Support


     NetSuite support offers several cost-effective advantages for businesses:

Reduced Overhead: NetSuite support plans often come at a fixed cost, allowing organizations to budget more effectively without the variability of in-house IT salaries, benefits, and infrastructure expenses.

No Recruitment or Training Costs: There are no expenses related to recruiting, onboarding, or training IT personnel. NetSuite support providers come with experienced professionals ready to assist.

Pay for What You Need: NetSuite support plans can be tailored to match the organization’s specific requirements, allowing businesses to pay for the support they need, making it a cost-effective solution for companies of all sizes.

Specialized Expertise: 

     NetSuite support providers bring specialized expertise to the table:

NetSuite Proficiency: These providers are experts in NetSuite ERP systems, ensuring that your software is utilized to its full potential, with insights into best practices and industry-specific knowledge.

Cybersecurity: Many NetSuite support services include dedicated cybersecurity experts who can protect your system against threats and vulnerabilities effectively.

Customization and Development: NetSuite support often includes access to developers who can customize the software to meet unique business needs.


    NetSuite support offers scalability benefits:

Easily Adjust Support Levels: Organizations can adjust their support plans as their needs evolve, whether it’s to accommodate growth, implement new features, or reduce support during less active periods.

Rapid Deployment: With NetSuite support, you can quickly access additional resources or expertise without the time and effort required for recruitment and onboarding.

Access to the Latest Updates: 

     NetSuite regularly releases updates and enhancements for its software. NetSuite support provides access to the latest updates, ensuring your system remains up-to-date, secure, and optimized. It is vital for businesses that want to take advantage of new features, improvements, and security patches without delay.

 24/7 Support Availability: 

      Many NetSuite support providers offer 24/7 support, ensuring that assistance is available anytime, even during non-business hours. This around-the-clock support can be precious for global businesses with operations in different time zones, as well as for handling critical issues promptly.

Cons and Limitations: NetSuite Support

Dependency on Vendor: 

    One of the potential drawbacks of relying on NetSuite support is the dependency on the     vendor for critical support services. This dependency can manifest in several ways:

Limited Autonomy: Organizations using NetSuite support may have limited control over the timing and nature of updates, patches, and system changes. They must align their IT operations with NetSuite’s release schedule.

Vendor’s Priorities: The vendor’s priorities may not always align perfectly with the business’s needs. Updates and changes the vendor makes may take time to address the organization’s unique requirements.

Vendor Lock-In: Organizations may find themselves locked into a long-term relationship with NetSuite, making it challenging to transition to an alternative solution if business needs or circumstances change.

 Limited Control Over Support Processes: 

     NetSuite support introduces limitations in terms of control over support processes:

Lack of Customization: The support services provided by NetSuite are often standardized. It can limit the degree of customization or tailoring of support to match the organization’s requirements.

Third-Party Dependency: NetSuite support may involve third-party providers or subcontractors. In such cases, organizations may need more visibility and control over who is delivering their support services.

Response Times: While NetSuite support often offers prompt assistance, response times may sometimes align with an organization’s immediate needs, particularly if the support team is handling a high volume of requests from other clients.

In summary, companies must make a critical choice between NetSuite support and In-house IT that will have a significant impact on their productivity, cost-effectiveness, and general efficiency. Each option offers a different set of advantages and disadvantages that should be carefully weighed considering the needs and goals of the business.

Moreover, NetSuite consultants play an essential role in helping businesses navigate this decision-making process. They can conduct in-depth assessments, perform cost analyses, and provide customized recommendations based on a company’s circumstances. Consultants offer industry insights, assist in vendor selection, ensure strategic alignment, and guide change management when transitioning to NetSuite support or adjusting to in-house IT.

The decision-making process is significantly enhanced when leveraging the expertise of a NetSuite consultant. They bring knowledge, offering informed recommendations that factor into your unique business landscape. Ultimately, the choice between NetSuite support and in-house IT is not one-size-fits-all, but with the proper guidance, businesses can make an informed decision that sets them on the path to IT success.

Author bio: Rutuja Katkar is a highly motivated marketing professional with a passion for exploring different aspects of the field. She has a strong interest in reading and researching new strategies to keep up with the ever-evolving marketing landscape. She’s constantly on the lookout for creative and innovative solutions that exceed expectations.

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