Vertex Support Service Level Agreements

Service Level Agreements outline our commitment to our valued customers:

We will treat you with respect and 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 (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 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.