Tax Calendar Standard Support Terms and Policies

  • Live Phone Support (limited to two dedicated customer support contacts)

    • 8am to 5 pm CST (Monday – Friday) (excluding company holidays)
    • Support Phone: 210-961-9998
    • Extended support hours will be provided during the periods of the 14th thru the 31st of each month and will include weekends and holidays.

 

 

 

  • Case Logging – Customer inquiries will be logged and tracked until completion

 

  • Software service maintenance

    • includes maintenance releases, enhancements, new versions to the tax calendar software.
    • Bug fixes to bring the service into substantial conformance with its then current user guide.
    • Initial Response time of 2 business hours  or less
    • Resolution Process
    • Trouble Ticket opened
    • Assign engineer to determine and correct the error
    • Periodic Initiate work to correct the error
    • Reports on the status of the correction

 

  • All Scheduled Outages are usually scheduled during weekends and non-business hours and customers are usually notified via email