We're 4 years into NetSuite and up until a few weeks ago had what I guess was called Silver Support. I was able to open cases on Suite Answers. After working through the automated emails with Suite Answers cases, I could usually get a call back from an agent and eventually either get the generic "It's an Enhancement" response or occasionally a solution.
Now I understand that NetSuite has done away with Silver Support and we are now classified as "Self Service".
I'm pretty annoyed with this and just wondering if I have something wrong or did NetSuite really just take away the most basic tear 1 level support that we had and replace it with "You're on your own now, good luck".