Vertex Extended Support Options

For customers with special needs, we offer a range of extended support services, including 24x7 support, Technical Account Managers (TAMs), and extra help with key issues. For an even greater value, we offer support bundles that combine popular options to provide the highest level of confidence.

Technical Account Managers

TAMs play a key role in the overall Vertex extended support offering, providing a full range of proactive services, including:

• 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 (e.g., walkthroughs, explanations)

There are two types of TAMs:

• Standard TAM — Designated support contact for continuity and quicker resolutions
• Extended TAM — Upgrade from standard TAM, with two annual onsite visits for better shared perspective and understanding

With an 80%+ annual renewal rate, TAMs continuously demonstrate their value to customers.

Vertex 24x7 Fee Based After Hours Support

This option ensures quick access to senior Support professionals for help during critical times, such as system installations, updates, ERP migrations, holidays, and peak periods. Subscriptions to 24x7 Support are available in increments from a single 24 hour period to a full year. Please note that a 24x7 subscription grants access to Support staff outside normal business hours- hourly charges also apply for actual call time. (Note: The Premium Support bundle includes a 24x7 subscription.)
Learn more and register for 24x7 Support.

Start Services

Get started quicker with Vertex Start Services. A trained Vertex specialist will guide you through the software installation and configuration process (or do the installation directly via a remote connection). In addition, Getting Started training ensures you have the essential information needed to successfully start using your new software.

Start Services is currently available for:

• Vertex ECM

Special Support Services

Issues sometimes go beyond the scope of standard support. To help, Vertex Support offers various specialized services for both Transaction Tax and Income Tax customers, including:

• Technical
• Environmental
• Configuration
• Data remediation
• Performance optimization

Support Bundles

These value-priced packages combine the most popular support upgrades (Note: These are only for customers with Vertex^® Q Series^®, Vertex^® O Series^® or Vertex^® Returns)

• Advanced Support provides a higher level of bundled services through 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 is a bundle of our highest level services including:
  • An assigned account team
  • Extended TAM (with on-site visits)
  • 24x7 support

For more information about Vertex Extended Support Options, please email SupportInfo@vertexinc.com or call 484.595.5950. For all other Support inquiries, please visit our contact us page.