If you're part of an IT Support team (particularly supporting NetSuite), I've got a question for you (and I'd love to hear your opinion in the comments!): When you have an issue that needs to escalate to tier 3 or tier 4 (an external consultant or NetSuite support)... Do you submit a case in the partner's portal, or do you have the partner in your support system? It's a question that I believe depends on what the partner's role is. If they are doing tier 1 support, then for sure they must have direct access to your end users. If you're treating your external support teams as tier 3 or tier 4 support... And with the rate you pay for most, you probably should be treating them as such tier 3 support... I'd say in that case, your escalation process should require entering a ticket in their system. BTW, if that tier 3 support is NetSuite support, the only way you can reach them is using their portal. Here's the thing: if you don't clearly define the relationship, you're going to end up paying high-dollar for basic support that should not cost that much. If you can get a little organized in this area, you'll be amazed at how much happier the business will be. Clearly define your escalation paths, and watch what's really happening in your organization come into crystal clear focus. If you want to discuss how to take next steps in this area, feel free to reach out! I'm currently offering a complimentary brainstorm session to IT leaders looking to take their team's performance to the next level! And if you're looking for tier 1 support that won't cost an arm and a leg, check out my website (link in comments). Discussion happening on [LinkedIn](https://arc.net/l/quote/wuseivwu) RIGHT NOW