{
  "schema_version": "1.2.0",
  "generated_at": "2026-09-09T01:12:48.605Z",
  "last_modified": "2026-06-23",
  "result": {
    "slug": "netsuite",
    "name": "NetSuite",
    "vendor": "NetSuite",
    "website": "https://www.netsuite.com/portal/home.shtml",
    "category": "enterprise-and-operations",
    "category_name": "Enterprise & Operations",
    "tags": [],
    "sla_url": "https://www.oracle.com/a/ocom/docs/corporate/netsuite-service-level-commitment-v04012021.pdf",
    "last_verified": "2026-06-23",
    "sla_status": "credit",
    "sla_status_label": "Credit-backed",
    "sla_help_wanted": false,
    "status_page": null,
    "scope": "global",
    "uptime": 99.7,
    "max_credit_percent": 25,
    "max_credit": {
      "kind": "capped",
      "label": "25%",
      "value": 25,
      "unit": "percent"
    },
    "has_automatic_credits": false,
    "min_plan_for_sla": "standard",
    "needs_review": false,
    "default_credit_policy": {
      "calculation": "tiered",
      "remedy": "credit",
      "max_credit_percent": 25,
      "unit": "percent",
      "note": null,
      "automatic": false,
      "credit_tiers": [
        {
          "below": 99.7,
          "credit": 10
        },
        {
          "below": 99.5,
          "credit": 15
        },
        {
          "below": 99,
          "credit": 25
        }
      ]
    },
    "claim_process": {
      "deadline_days": 30,
      "deadline_basis": "end_of_month",
      "business_days": false,
      "method": "SuiteAnswers (article ID 97409 \"How to submit an SLC Claim\")",
      "url": "https://www.oracle.com/a/ocom/docs/corporate/netsuite-service-level-commitment-v04012021.pdf",
      "required_evidence": [
        "Details of the claim as reasonably requested by Oracle"
      ],
      "review_days": null,
      "credit_application": "Service credit based on the monthly fee for the use of the Service"
    },
    "exclusions": [
      "Scheduled maintenance",
      "Unavailability from suspension or termination of the Service",
      "Issues caused by Customer's or third-party equipment, software, services, or technology outside Oracle's direct control",
      "Non-production and test accounts (Sandbox, Release Preview, Beta, Education, Demo, Developer, debugger)"
    ],
    "support": {
      "tiers": [
        "Basic",
        "Premium",
        "ACS Advise",
        "ACS Monitor",
        "ACS Optimize",
        "ACS Architect",
        "ACS Platform"
      ],
      "has_24x7": true,
      "fastest_response": null,
      "response_is_sla": false,
      "designated_contact": "csm",
      "architecture_review": true,
      "professional_services": true,
      "success_program": true,
      "training": true,
      "pricing": "custom",
      "source_url": "https://www.netsuite.com/portal/services/support-services/advanced-customer-support.shtml",
      "note": "Premium adds 24/7 for Sev1/2; ACS tiers add CSM, reviews, and optimization services. Premium SuiteSupport: 24x7 for critical (Sev 1); Advanced Customer Support (ACS) is a separate paid proactive program with assigned advisors. No public per-severity response time."
    },
    "support_tiers": [
      {
        "name": "Standard",
        "slug": "standard",
        "price": "Included",
        "sla_eligible": true,
        "response_time": "< 24 hours"
      },
      {
        "name": "Enterprise",
        "slug": "enterprise",
        "price": "Custom",
        "sla_eligible": true,
        "response_time": "< 1 hour"
      }
    ],
    "sla_tiers": [],
    "services": [
      {
        "id": "crm",
        "name": "NetSuite CRM",
        "category": "crm",
        "description": "Customer relationship management",
        "sla_url": "https://www.oracle.com/a/ocom/docs/corporate/netsuite-service-level-commitment-v04012021.pdf",
        "uptime": 99.7,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "erp",
        "name": "NetSuite ERP",
        "category": "erp",
        "description": "Enterprise resource planning",
        "sla_url": "https://www.oracle.com/a/ocom/docs/corporate/netsuite-service-level-commitment-v04012021.pdf",
        "uptime": 99.7,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "financials",
        "name": "NetSuite Financials",
        "category": "accounting",
        "description": "Financial management",
        "sla_url": "https://www.oracle.com/a/ocom/docs/corporate/netsuite-service-level-commitment-v04012021.pdf",
        "uptime": 99.7,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "commerce",
        "name": "NetSuite SuiteCommerce",
        "category": "e-commerce",
        "description": "E-commerce platform",
        "sla_url": "https://www.oracle.com/a/ocom/docs/corporate/netsuite-service-level-commitment-v04012021.pdf",
        "uptime": 99.7,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "wms",
        "name": "NetSuite WMS",
        "category": "warehouse-management",
        "description": "Warehouse management",
        "sla_url": "https://www.oracle.com/a/ocom/docs/corporate/netsuite-service-level-commitment-v04012021.pdf",
        "uptime": 99.7,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      }
    ],
    "notes": "NetSuite is a Finance & Payments provider. See the official Service Level Commitment at [https://www.oracle.com/a/ocom/docs/corporate/netsuite-service-level-commitment-v04012021.pdf](https://www.oracle.com/a/ocom/docs/corporate/netsuite-service-level-commitment-v04012021.pdf).\n\n<!-- Add human-readable notes about NetSuite's SLA nuances here. -->"
  }
}