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Services
Vertex Product Support
Contact Us
Transaction Tax Phone Support: 800 281.1900
Income Tax Phone Support: 800.635.1120
Vertex Product Support is available Monday through Friday from 8:15 a.m. to 8:00 p.m. Eastern Time. Our 2008 Holiday hours are as follows:
- New Year's Day - Tuesday, January: Closed
- May 16 - Company Event: Closed at 11:30 a.m. ET
- Memorial Day - Monday, May 26: Closed
- July 4 - Friday, July 4: Closed
- Labor Day - Monday, September 1 : Closed
- Thanksgiving - Thursday, November 27 and Friday, November 28: Closed
- Christmas - Wednesday, December 24 & Thursday, December 25: Closed
Our Service Commitment to You
Our
goal at Vertex is to provide world class product support to
our customers. In keeping with that goal, we've established
a list of Service Level Agreements outlining our commitment
to our customers. We've also provided results of recent
customer satisfaction surveys relating to each the Agreements
- just click on the "Metrics" link below each
agreement to see how we're doing.
- We will treat you with respect and answer your questions
in a friendly, professional manner.
Metrics
- We will do our very best to ensure that all calls made
to our product support organization are routed live to a
qualified support analyst during normal business hours (8:15
a.m. to 8:00 p.m. Eastern Time, Monday through Friday).
Metrics
- If for any reason we are unable to answer your call live (because of unusually heavy call volumes) or you should contact us via our online form, we will strive to respond back to you within two business hours.
Metrics
- Your call will be assigned a severity level (One through
Three) based on the nature of the issue and its impact upon
your business. Detailed information about the severity levels
is outlined in the Phone Support section.
| Severity Level One |
Daily |
| Severity Level Two |
Every Third Day |
| Severity Level Three |
Weekly |
- We will attempt to resolve the issue you are calling about
during your first call. Resolution will come through the
support analysts to whom you were originally routed or through
escalation to an appropriate specialist.
Metrics
If we are unable to resolve your call during your first contact,
two things will happen:
- We will continue to work towards a resolution to the
issue. While we give priority attention to high severity
cases, you can expect the majority of issues to be resolved
on the same day you call.
- We will provide you with status updates periodically,
commensurate with the severity level of your call.
- At any time during or after a support call, you may request
escalation of your issue to a more senior support analyst
or to management.
- Calls received by our voice mail system during non-business
hours will be returned the next business day. This will
be done as quickly as possible, taking into consideration
your time zone and your business hours.
Support Options
We are dedicated to providing flexible support offerings
to meet the changing requirements of our customers.
Utilize our Phone Support or
On-line Support through the Customer
Cafe- whichever is more convenient for you!
To send your request on-line, just visit the Customer Café and use the online support inquiry form. If you haven't already registered for the Customer Cafe, just click here.
As soon as we receive your inquiry, a confirmation e-mail will be sent to you with an Service Request Number number for your reference. The majority of on-line inquiries are responded to within two business hours.
**Vertex utilizes a prioritization process to ensure that
issues of a more critical nature receive immediate attention.
When calls come in to Product Support, they are categorized
into one of three levels of Severity. (Every possible issue
cannot be listed here, but the following examples give you
an idea of what each Severity Level entails.)
Severity Level 1:
Production application is down
Production application is not calculating any tax
Severity Level 2:
Monthly update cannot be applied
Customer is within weeks of going live
Encounter with a software bug
System is not calculating tax or not calculating tax correctly
for a specific location.
Severity Level 3:
Encounters with an invalid GeoCode or rate
Customer needs usage assistance (education)
Request for an enhancement
Customer is experiencing any of the above Severity Level 2
or Level 3 problems in a test environment.
With this information in mind, please have the following
information readily available to speed your call along when
you contact Vertex Product Support :
- Your Vertex Customer ID number
- The Severity Level of your issue: Please be sure to
identify your issue as Severity Level 1 only if it truly
is. Issues identified incorrectly as Severity Level 1 reduce
our ability to respond to priority calls in a timely manner.
- The name of the product about which you are calling
- The version of your Vertex software
- Your third-party software version, operating system version,
and relational database version (if applicable to your environment)
- If the call is an "open issue" that you have
already logged with us, please reference your Service Request Number
number
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