Vertex Enterprise e-Newsletter

Get the latest news from Vertex on Tax Accounting, Tax Data Warehouse and our other tax innovations.

Vertex
Product Support:
Where excellence
exceeds expectations

Still Have Questions?

Contact us at 800.355.3500 or submit a Web inquiry.

For all other support inquiries, please contact support.

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.

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:
On-Demand Complimentary Webcasts

This webcast explores the details and best practices surrounding the scheduled release of Returns 9.5. With the release set to go live on August 1, 2013, this webcast will help you prepare for your upcoming upgrade and provide the information you need to make it stress free.

Watch the webcast

This webcast explores the Sales & Use Tax Returns Product Roadmap, specific Release 9.5 improvements, and the deployment options available so you can plan ahead. Learn about the new and enhanced features and deployment options associated with Sales & Use Tax Returns Release 9.5.

Watch the webcast

Grab a cup of coffee and watch Redcats USA and Vertex on our popular Coffee Break webcast series. Learn how a $2 billion company operating with multiple back-office systems, and subsidiaries with manual processes, made a quick but smooth transition to outsourcing that resulted in more than just time and process improvements.

Watch the webcast

Grab a cup of coffee and watch PC Connection and Vertex to learn how this busy tax department gained even more value from its decision to outsource its returns, the second time around.

Watch the webcast

Watch Vertex for this thirty-minute discussion on the Returns v9.0 Software as a Service (SaaS) solution.

Watch the webcast

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.

Watch the webcast