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Support

Phone Support

System installations or updates? ERP migrations? Holidays and peak tax periods? Everyday operations? Make corporate tax compliance a nonevent with phone support from our award-winning support team.

Get answers to any technical questions or issues you may have with Vertex tax software - quickly and effectively. Call a Vertex technical analyst. Our rapid response support team has earned exceptional customer satisfaction ratings year after year. In fact, we've achieved SCP Certification every year since 1999. (View our support metrics.)

Standard Phone Support

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

Our Support Commitment

We understand the challenges you face as a tax professional. We don’t just provide tax software and move on. We take the time to understand your pain points and help you address them. If you call in for support, we'll listen to your questions carefully and provide answers competently in a friendly, professional manner.

We do our best to ensure all calls during normal business hours are routed to a live, qualified support analyst. If our call volume is unusually high or you contact us through myVertex, we'll strive to respond within two business hours. We assign severity levels based on the nature of the issue and its impact upon your business.

We often resolve issues immediately, either by the support analyst to whom you were originally routed, or through escalation to an appropriate specialist. However, if we're unable to immediately resolve the issue, we'll continue to work at it and provide you with periodic status updates in line with the severity of your issue. We're able to resolve the majority of issues to be resolved on the same day as the initial call.

24x7 Phone Support

For an additional fee, Vertex ensures the availability of senior support professionals at any time, even outside standard support hours. Many companies find this option to be especially helpful during critical times such as system installation, system updates, ERP migrations, and during holidays and peak periods.

The 24x7 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 and have at least two years of Vertex application support experience.

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