# Getting Support

If you've tried the troubleshooting guides and still need help, this page explains how to contact support and what information to provide for the fastest resolution.

## Before contacting support

Before reaching out, gather the following information. Having these details ready helps the support team diagnose and resolve your issue more quickly.

### Information to collect

| Detail                                                             | Where to find it                                                                                                   |
| ------------------------------------------------------------------ | ------------------------------------------------------------------------------------------------------------------ |
| **Your NetSuite account ID**                                       | **Setup > Company > Company Information** (look for Account ID)                                                    |
| <code class="expression">space.vars.productName</code> **version** | **SuiteApps** → find <code class="expression">space.vars.productName</code> → look at the version shown next to it |
| **Your NetSuite role**                                             | Shown in the top-right corner of NetSuite, next to your name                                                       |
| **Environment**                                                    | Note whether the issue is in Sandbox or Production                                                                 |
| **Browser and version**                                            | Found in your browser's "About" menu (e.g. Chrome 120, Firefox 121)                                                |
| **Error messages**                                                 | Take a screenshot of any error messages displayed                                                                  |
| **Steps to reproduce**                                             | Write down the exact steps that lead to the problem                                                                |
| **When it started**                                                | Note when you first noticed the issue and whether anything changed around that time                                |
| **Who is affected**                                                | Note whether the issue affects one user, some users, or all users                                                  |

### Screenshots

Screenshots are extremely helpful. When taking screenshots:

* Capture the full browser window (not just a cropped portion)
* Include the browser address bar so the URL is visible
* If an error message appears, capture it before closing it
* If the issue involves specific records, capture the record details

## Contacting In8Sync support

### By email

Send your support request to the email address provided in your <code class="expression">space.vars.productName</code> license agreement or welcome documentation.

Include in your email:

* A brief description of the problem
* The information listed above
* Screenshots attached
* Your preferred contact method and availability for follow-up

### Through your account manager

If you have a dedicated account manager at In8Sync, you can reach out to them directly. They can escalate issues or connect you with the technical support team.

## What to expect

After contacting support:

1. **Acknowledgment** — You should receive a confirmation that your request was received.
2. **Initial review** — The support team will review your information and may ask clarifying questions.
3. **Diagnosis** — The team will investigate the issue, which may include reviewing your account configuration.
4. **Resolution** — You'll receive instructions to resolve the issue, or the team will apply a fix on their end.
5. **Follow-up** — The team may check back to confirm the issue is resolved.

## Escalation

If your issue is urgent (e.g. the portal is completely down for all users), mention this in your initial contact. Urgent issues include:

* Portal is inaccessible to all users
* Data loss or corruption
* Security concerns
* Payment processing failures affecting live transactions

{% hint style="warning" %}
For business-critical urgent issues, flag the message as **Critical** in the subject line and describe the business impact (e.g. "all 5 stores blocked, \~$X/hr revenue impact"). Critical issues are routed to senior engineers regardless of plan.
{% endhint %}

## Self-service resources

Before contacting support, you can also try:

* **This documentation** — The troubleshooting guides in this section cover the most common issues.
* **NetSuite Help Center** — For issues related to NetSuite itself (not specific to <code class="expression">space.vars.productName</code>), NetSuite's built-in help may have answers. Access it via the **Help** link in NetSuite.
* **NetSuite Status Page** — If NetSuite itself seems slow or unavailable, check the NetSuite status page for known service issues.

## Tips for faster resolution

* **Be specific** — "The portal shows an error when processing payments" is more helpful than "the portal is broken".
* **Include context** — Mention if the issue started after a recent change (update, new configuration, new users).
* **Test in Sandbox** — If possible, reproduce the issue in Sandbox so the support team can investigate without affecting your Production environment.
* **Try basic fixes first** — Clear browser cache, try a different browser, verify user access settings. Mention what you've already tried.
* **One issue per request** — If you have multiple unrelated issues, submit them separately so each can be tracked and resolved independently.

## Related Pages

<table data-view="cards"><thead><tr><th></th><th></th><th data-hidden data-card-target data-type="content-ref"></th></tr></thead><tbody><tr><td><strong>Common Issues</strong></td><td>Quick-reference table of typical NetSuite Admin problems.</td><td><a href="/pages/Aia6hkePwNAuCJD6gas2">/pages/Aia6hkePwNAuCJD6gas2</a></td></tr><tr><td><strong>Installation Issues</strong></td><td>Specific installation and update problems.</td><td><a href="/pages/zZmidmc4xfYsuugK4Btq">/pages/zZmidmc4xfYsuugK4Btq</a></td></tr><tr><td><strong>Access Issues</strong></td><td>Login, role, and permission problems.</td><td><a href="/pages/9AUqCeZ4JQOYvcWGMnbq">/pages/9AUqCeZ4JQOYvcWGMnbq</a></td></tr></tbody></table>


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# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.in8sync.com/netsuite-admin-guide/common-issues/support.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.