Support Services
Netgain support that keeps your accounting team moving
Netgain’s support team combines accounting expertise with deep NetSuite knowledge to help your team resolve issues quickly, reduce downtime, and keep your financial processes running smoothly.
Support options built for your team
Netgain offers multiple levels of support so your organization can choose the level of responsiveness and expertise that fits your operational needs. Every customer receives Base Support as part of their Netgain products, with optional Enhanced and Platinum tiers available for organizations that require faster response times, priority access to senior support specialists, and additional support.
Whether your team needs help troubleshooting an issue, answering product questions, or navigating complex accounting workflows in NetSuite, our support services ensure you always have access to experts who understand both the technology and the accounting processes behind it.
BASE SUPPORT
Essential coverage
ENHACED SUPPORT
Proactive monitoring
PLATINUM SUPPORT
Priority & dedicated hours
Knowledge Center access
Access to support team
Feature
After-hours monitoring
Month-end prioritization
Priority support routing
Additional support hours*
10 hours
20 hours
Email support response time
Avg. 24-48 hours
Avg. 4 business hours
Avg. 2 business hours
*Requests that fall outside the scope of standard support services, such as those not related to “how-to” guidance, resolving error messages, basic reporting, or basic troubleshooting. Please note that consulting or advisory services, as well as any scripting or development work, are not included.
A closer look at each support tier
While the comparison chart provides a quick snapshot, each support option is designed to support different levels of operational complexity and responsiveness. Below is a closer look at what each tier provides.
Base support
Base Support gives every Netgain customer the resources needed to operate their solutions with confidence. Your team has access to the Knowledge Center, documentation, and support team to resolve common questions and issues. This tier is best for organizations that need reliable support during standard hours and handle most troubleshooting internally.
Enhanced support
Enhanced Support is built for teams that need faster responses and additional flexibility. It includes accelerated response times, prioritization during critical accounting periods, and access to support hours for deeper troubleshooting or guidance. This tier helps teams resolve issues faster and maintain momentum during busy periods like month-end close.
.webp){kind=spacer}
Platinum support
Platinum Support delivers the highest level of service with the fastest response times and direct access to senior support specialists. Requests bypass Tier 1 and go straight to the most experienced team members, helping resolve issues quickly. Expanded support hours are also included for more advanced needs. This tier is ideal for organizations running mission-critical processes in Netgain that require immediate, expert support.
Why Netgain accounting software implementations are different
Many accounting software implementation teams focus on getting their products installed and overlook the accounting reality behind it. At Netgain, we lead with accounting expertise, so your system is not only functional but fully aligned with your compliance and reporting needs.
NetSuite
experienced consultants
CPA
certified consultants
500+
customers onboarded each year
9 out of 10
customers recommend Netgain
Customer Incentives Hub
The Customer Incentives Hub is built exclusively for Netgain customers to reward loyalty and make engagement easy. Explore incentives, referrals, and helpful resources all in one place.
Learn MoreWhat Netgain customers say about our support team
“Thank you for all of your support and quick responses throughout this project. Your guidance, attention to detail, and ability to keep everything on track made a big difference.”
See why Netgain is trusted by thousands of accounting teams
Say goodbye to your insane workload. Say hello to fearless financials. Meet Netgain.