Customer Support

Support Plans

(Included in Subscription)
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).