Services

Phone Support

Executive summary
  • Knowledgeable support analysts available by phone
  • Award-winning Product Support team
  • Fast response times and prompt issue resolution
  • 24x7 Premium Support available for some products 

Vertex technical analysts are available by phone for any technical questions or issues you have with Vertex products.  We’re proud of the response times we provide to customers, and customer satisfaction surveys consistently rate our support organization at the highest level. We’re proud to have achieved SCP Certification every year since 1999. View our support metrics.

Our Support Commitment

We will treat you with respect and competently answer your questions in a friendly, professional manner.

We will do our best to ensure all calls made to our product support team are routed to a live, qualified support analyst (during normal business hours: M-F,  8:15 am to 8:00 pm Eastern Time).

If we are unable to answer your call live (because of unusually heavy call volumes), or you should contact us via the online form on myVertex, we will strive to respond 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 your issue during your first call. A resolution will come through the support analyst to whom you were originally routed, or through escalation to an appropriate specialist. If we are unable to resolve your issue during your first call we will:

  • Continue to work toward resolution of your issue. While we do give priority attention to high severity cases, you can expect the majority of issues to be resolved on the same day you call.
  • Provide you with periodic status updates commensurate with the severity of your issue.
Vertex has world class customer support. That’s something I really appreciate. 
Denice Haslett
Corporate Tax Accountant, WS Packaging

Standard Phone Support

Monday – Friday

8:15 am – 8:00 pm Eastern Time

excluding Vertex holidays

24x7 Phone Support

For an additional fee, Vertex ensures the availability of senior support professionals at any time, even outside standard support hours. This is especially valuable during critical times such as system installation, system updates, ERP migrations, and during holidays and peak periods. This service gives you access to certified technical support analysts to diagnose critical* work stoppage situations due to a Vertex component. You can subscribe to 24x7 Support in increments from a single 24-hour period to a full year. Submit a request now.

24x7 Support is available for the following products:

  • Vertex Indirect Tax O Series
  • Vertex Sales Tax Q Series
  • Vertex Sales Tax Returns
  • All Vertex Income Tax Solutions products

* Critical work is defined as system-down situations or failure of a critical Vertex component. The 24x7 Support Service does not include access to Vertex Product Development resources. All on-duty analysts are trained and certified in Vertex corporate tax products with at least two years of Vertex application support experience.

For Transaction Tax Products

In the US, call 800-281-1900, Outside the US, call +1 610-640-4210

Dial the number above, then enter the code below based on your product need.

4765: Vertex Indirect Tax O Series (sales tax)
4780: Vertex Indirect Tax O Series (consumer use tax)
4778: Vertex Indirect Tax O Series (value added tax)
4765: Vertex Indirect Tax O Series On-Demand
4765: Vertex Indirect Tax for Retail
4785: Vertex Indirect Tax for Leasing
4720: Vertex Sales Tax Q Series
4725: Vertex Sales Tax L Series
4710: Vertex Sales & Use Tax Returns
4755: Vertex Sales Tax Rate Locator
4765: Vertex Address Cleansing
4760: Vertex Exemption Certificate Manager
4770: Vertex Indirect Tax Reporting & Analysis
4725: GeoCoder
4790: Vertex Communications Tax Q Series
4727: Vertex Communications Tax L Series
4730: Vertex Payroll Tax Q Series
4732: Vertex Payroll Tax L Series

For Income Tax Products

Contact Vertex Customer Support by email solutions.support@vertexinc.com or create a service request on myVertex at https://my.vertexinc.com/support between 9:00 AM – 5:30 PM ET, Monday through Friday, with the exception of Vertex company holidays.

For Vertex Enterprise Products

In the US, call 855-826-3024, Outside of the US, call +1 941-342-3795

Dial the number above, then enter the code below based on your product need.

4180: Vertex Tax Accounting (VTA)

Then choose the appropriate Option from the list below.

Option 1: VTA Product Functional Support
Option 2: VTA Technical Support

 

Contact Vertex
Have questions or need assistance?
Contact Vertex now! 1-800-355-3500
Standard Phone Support

Monday – Friday 8:15 am – 8:00 pm Eastern Time excluding Vertex holidays

Please refer to the full list of phone numbers on this page.

24X7 Fee-Based Emergency Support

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.)

Submit a Request Now

Vertex Holidays (closed)

Friday, January 1 - New Year's Day
Monday, May 30 - Memorial Day
Monday, July 4 - Independence Day
Monday, September 5 - Labor Day
Thursday, November 24 - Thanksgiving Day
Friday, November 25 - Thanksgiving 
Monday, December 26 - Christmas Eve
Tuesday, December 27 - Christmas Day