Vertex® Premium Support Options
For customers whose transaction tax and income tax needs extend beyond standard support, Vertex offers:
For even greater value, our most popular support options can be purchased in support bundles.
24x7 Fee-Based Support
Access senior support professionals outside normal business hours. Our 24x7 support team quickly responds during critical times, such as system installations, updates, ERP migrations, and during holidays and peak periods. Subscriptions to 24x7 Support are available in increments from a single 24-hour period to a full year. (Note: Hourly charges apply for actual call time.)
Learn more or register for 24x7 Support.
For greater value, the Premium Support Bundle includes a 24x7 Support subscription.
Technical Account Managers (TAMs)
With an over 80% annual renewal rate, TAMs continuously demonstrate their value to customers by providing these desirable services to your organization:
- Designated liaison and client advocate for all Vertex-related issues
- High-level planning and ongoing guidance to ensure deployment success
- Proactive notification of critical defects
- Escalation and proactive follow-up on key support issues
- Guidance navigating the Vertex organization
- Help resolving a range of issues (such as walk-throughs, explanations, and others)
Vertex offers two levels of TAMs:
- Standard - Designated support contact for continuity and quicker resolutions
- Extended - This standard upgrade provides two annual on-site visits to achieve shared perspective and better understanding
Quick Start Services
Get started faster with your Vertex software. A trained specialist will guide you through the software installation and configuration process, or will do the installation for you via a remote connection.
- Vertex® Exemption Certificate Manager – Dedicated installation assistance and Getting Started training are available for standalone installations of ECM.
| Returns 9.0 Upgrade Service – A Vertex specialist will remotely guide you through upgrading to Vertex® Sales & Use Tax Returns version 9.0. | Express Returns 9.0 Upgrade Service – A Vertex specialist will receive your Vertex® Sales & Use Tax Returns database, upgrade it to version 9.0, and return it to you. | |||
Sign up for this service by Friday, May 18, 2012 to guarantee that Vertex can schedule your upgrade to meet the deadline.
For more information, contact ServicesInfo@vertexinc.com or 484.595.2530 to schedule.
Special Support Services
When issues go beyond the scope of standard support, Vertex helps with special support services, including:
- Technical
- Environmental
- Configuration
- Data remediation
- Performance optimization
Support Bundles
Get a higher level of service with our Support Bundles for Vertex® Indirect Tax O Series®, Vertex® Sales Tax Q Series®, and Vertex® Sales & Use Tax Returns. These value-priced packages combine our most popular premium support options.
- Advanced Support provides an assigned account team and TAM. Available in 6-month and 12-month subscriptions, this bundle includes:
- Enhanced real-time service commitments
- Exclusive call queue staffed by senior support professionals
- Proactive internal coordination to ensure smooth experience
- Plus all the Standard TAM benefits
- Premium Support offers our highest level services including:
- An assigned account team
- Extended TAM benefits, including on-site visits
- 24x7 support
Live & On-Demand Complimentary Webcasts
Grab a cup of coffee and join PC Connection and Vertex for our new afternoon Coffee Break to learn how this busy tax department gained even more value from its decision to outsource its returns, the second time around.
Watch Vertex for this thirty-minute discussion on the Returns v9.0 Software as a Service (SaaS) solution.
Watch this one-hour webcast discussion from Vertex on how to migrate to Vertex Sales and Use Tax Returns 9.0 in the most timely and efficient manner.
Call 800.355.3500 to Speak to a Sales Representative.
