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.
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.
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
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.
When issues go beyond the scope of standard support, Vertex helps with special support services, including:
- Data remediation
- Performance optimization
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