Customer Support

Support Plans

  Standard Premium
Phone & Email Support (in English) 12/5 hotline* 12/5 hotline*
Account Management Not included Designated CSM**
Guaranteed Response Time 8 hours (12/5) first 60 days* - Customer Support email and phone access after 60 days 2 hours (12/5)*
Business reviews*** Not included Quarterly
Self Service Help Center Included Included
Initial Training One virtual training session One virtual training session
Continued Training N/A - "Getting Started Guide" in Help Center Limited to 5 virtual training sessions per year


*Monday through Friday, 7:00 AM - 7:00 PM CST

**CSM: Your Customer Success Manager assigned to your account

***A meeting with your Vertex CSM to review the prior period, evaluate progress toward established goals, and develop strategies to meet the outline for what success is for you and your team(s).