Our support commitment.
We do our best to route your calls to a live, qualified support analyst during business hours. If call volume is unusually high or you contact us through the Vertex Community, we strive to respond within two business hours. We assign severity levels based on the nature of the issue and its impact on your business.
Issues are often resolved immediately, but if we're unable to do that, we'll continue to work on it and provide you with periodic status updates in line with the severity of your issue. Most issues are resolved on the same day of the initial call.