Vertex Support

Vertex is committed to offering our customers world-class SCP certified solution support and access to a full suite of training classes to sharpen their skills and resourcefulness in their Vertex environment.

Vertex Training Solutions

Vertex provides training solutions on the complete suite of Vertex solutions for direct and indirect tax. Our Certified Technical Trainers™ work to customize content so it meets the unique needs of your organization. In addition, Vertex Training provides flexible learning environments either at one of our state-of-the-art training facilitates, via Web classroom, or on site at your organization.
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Vertex Solution Support

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 will treat you with respect and answer your questions in a friendly, professional manner
  
• 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)
  
• 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
  
• Your call will be assigned a severity level (Level One calls through Level Three) based on the nature of the issue and its impact upon your business
• We will attempt to resolve the issue you are calling about during your first call; a resolution will come through the support analysts to whom you were originally routed or through escalation to an appropriate specialist
  
  

If you are already a Vertex customer and would like to view our support hours, learn more about severity levels or fill out an online support help form, please log-in to the Vertex Customer Café. Please visit our contact us page for phone support numbers.