Vertex Support

Contact Us

International Tax Phone Support: +1 800 281.1900 or +44 (0)20 8622 3053

Vertex Product Support is available Monday through Friday from 8:15 a.m. to 8:00 p.m. Eastern Time (GMT -5:00). Our 2008 Holiday hours are as follows:

• New Year's Day - Tuesday, January 1: Closed
• Memorial Day - Monday, May 26: Closed (United States)
• July 4th - Friday, July 4: Closed (United States)
• Labor Day - Monday, September 1 : Closed (United States)
• Thanksgiving - Thursday, November 27 and Friday, November 28: Closed (United States)
• Christmas - Wednesday, December 24 & Thursday, December 25: Closed

Our Service Commitment to You

Our goal at Vertex is to provide world class product support to our customers. In keeping with that goal, we've established a list of Service Level Agreements outlining our commitment to our customers. 

• We will treat you with respect and answer your questions in a friendly, professional manner.
• We will do our very best to ensure that all calls made to our product support organisation are routed live to a 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) and you leave a message, we will strive to return your call within two business hours.
• Should you contact us via the on-line form below, please be aware that the majority of e-mails are responded to within two business hours
• Your call will be assigned a severity level (One through Three) based on the nature of the issue and its impact upon your business. Detailed information about the severity levels is outlined in the Phone Support section.

• We will attempt to resolve the issue you are calling about during your first call. Resolution will come through the support analysts to whom you were originally routed or through escalation to an appropriate specialist. 

If we are unable to resolve your call during your first contact, two things will happen:

• We will continue to work towards a resolution to the issue. While we give priority attention to high severity cases, you can expect the majority of issues to be resolved on the same day you call.
• We will provide you with status updates periodically, commensurate with the severity level of your call.

• At any time during or after a support call, you may request escalation of your issue to a more senior support analyst or to management.
• Calls received by our voice mail system during non-business hours will be returned the next business day. This will be done as quickly as possible, taking into consideration your time zone and your business hours.

Support Options

We are dedicated to providing flexible support offerings to meet the changing requirements of our customers.  Utilize our Phone Support or On-line Support through the Customer Cafe- whichever is more convenient for you! 

 To send your request on-line, just visit the Customer Café and use the online support enquiry form. 

As soon as we receive your enquiry, a confirmation e-mail will be sent to you with an enquiry ID number for your reference.  The majority of on-line enquiries are responded to within two business hours. 

**Vertex utilizes a prioritization process to ensure that issues of a more critical nature receive immediate attention. When calls come in to Product Support, they are categorised into one of three levels of Severity. (Every possible issue cannot be listed here, but the following examples give you an idea of what each Severity Level entails.)

Severity Level 1:
Production application is down
Production application is not calculating any tax

Severity Level 2:
Monthly update cannot be applied
Customer is within weeks of going live
Encounter with a software bug
System is not calculating tax or not calculating tax correctly for a specific location.

Severity Level 3:
Encounters with an invalid GeoCode, Tax Area ID, or rate
Customer needs usage assistance (education)
Request for an enhancement
Customer is experiencing any of the above Severity Level 2 or Level 3 problems in a test environment.

With this information in mind, please have the following information readily available to speed your call along when you contact Vertex Product Support :

• Your Vertex Customer ID number
• The Severity Level of your issue: Please be sure to identify your issue as Severity Level 1 only if it truly is. Issues identified incorrectly as Severity Level 1 reduce our ability to respond to priority calls in a timely manner.
• The name of the product about which you are calling
• The version of your Vertex software
• Your third-party software version, operating system version, and relational database version (if applicable to your environment)
• If the call is an "open issue" that you have already logged with us, please reference your Inquiry ID number