RE: Mixing Basic with Premium Support
Is it possible to have a contract with NetSuite with a mix of users, some on basic support and some on premium support to reduce overall user seat costs?
No. Support is billed as a single line item across the term of your contract. It is not on a per-user basis. I have seen other companies work with NetSuite partners on an hourly basis to get a backdoor into more responsive phone support with only basic support, but then you gotta pay them every time you submit a ticket where that is needed, so probably only worth it if you need urgent support very infrequently.
