What Are NetSuite Support Case Severities and Statuses?

NetSuite support cases are categorized by severity levels, which typically range from S1 to S4, with customizable options extending to S5. These levels indicate the urgency and impact of a defect on business operations. The following are common definitions for some severity levels:

• S1 – Defects which block one or more Core Business functions from working. These are usually resolved 1- 5 business days however could take longer depending on complexity of the defect.
• S2 – Defects which are not preventing any Core Business functions from being operational. Depends on impact of the business use case of the individual customer and so, may not be fixed, unless the defect affects multiple customers.
• S3 – Defects which have an Alternate Solution and /or is not a hindrance to your business. Investigation and Resolution To be Determined.

NetSuite support case statuses are highly customizable to align with an organization's specific workflow and issue management processes. While default statuses exist, many implementations utilize custom configurations. The following are examples of statuses that may be encountered or configured within NetSuite support cases:

• Open - Under Investigation – Active investigation is being performed by Support, Development, or Quality Assurance.
• Open - Resolution TBD - Not currently scheduled to be investigated, pending escalation or additional customer cases.
• Open - On Hold Indicates that there may be an Alternate Solution and that complete resolution would require invasive feature work which has not yet been scheduled for any future release.
• Open - Accepting Votes - Accepting Votes for Enhancements.
• Testing/Pending Release - Resolution is being tested - Scheduled to be fixed in an upcoming release.
• Pending Customer Reply – Defect is pending case reply sent to you. We need for you to provide feedback on the problem or for you to provide more information.
• Closed - Released in New Code Version – Defect resolution available on the upcoming NetSuite version. Upon upgrade to the new version of the NetSuite product that is when you will receive the resolution.
• Closed – Released – The reported problem has been fixed and released to your account.
• Closed - Available in New Bundle Version - Fix has been released and is available in the latest version of the bundle.
• Closed - Not Reproducible - Your reported problem is no longer reproducible based on current information.
• Closed – Duplicate – An existing defect for your reported problem was previously filed under a different number. Your case has been reattached to the other defect. Please see your case for the new defect number.
• Closed - As Designed - It has been reviewed and decided that this defect is working as designed. Support has contacted you to review and go over other options if available.