Customer Support

Support Plans

	Standard (Included in Subscription)	Premium
Email Support (in English)	12/5*	12/5*
Account Management	Not included	Designated Customer Success Manager**
Guaranteed Response Time	8 hours (12/5)*	2 hours (12/5)*
Business reviews***	Not included	Quarterly
Self Service Help Center	Included	Included
Admin Training	One virtual training session	One virtual training session
Self-guided application training	Quick Start Guide resources in Help Center	Quick Start Guide resources in Help Center
Continued Training	Help Center resources & new feature webinars	Help Center resources, webinars, and new feature training available upon request

 

* Monday through Friday, 7:00 a.m. – 7:00 p.m. CST.

** CSM means your Customer Success Manager that is 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).