This document applies to all license types. Content last updated 2/8/2019.
Help Center documentation is confidential and proprietary to Avalara clients.
Our responsibilities and yours
If you're new to Avalara Excise Customer Support, you'll want to read our responsibilities and yours.
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Each customer identifies two Support Contacts who:
- Must be well-versed in the use of the Avalara Excise Platform and have an active user account
- Perform an internal triage of user questions, taking advantage of all available self-help resources
- Include enough information to reproduce the issue or answer the question
- Can open and manage cases 24 hours a day, seven days a week directly from the service, except for planned downtime
- Provide individual email addresses (group email addresses can't be used for Support Contacts).
Excise customer support hours are from 8:00 am to 5:00 pm Central time (USA) Monday through Friday, excluding observed holidays. Cases opened or updated outside customer support hours are addressed the next business day.
Because self-hosted customers must maintain their own IT infrastructure (servers, database, load balancers, etc.) and also perform their own upgrades, they can designate up to 2 additional contacts, called IT Contacts.
- Receive release notices. All SaaS (cloud) users receive a release notice with a summary earlier in the day from the Home page Message Center.
- Can download releases and other files by logging into the Avalara Excise production site at https://excise.avalara.net. See Support Downloads for details.
- Only Support Contacts can open, escalate and manage cases.
- Updating IT Contacts is the same as Updating Support Contacts (below).
Users must be identified with the real name of the person who logs into our sites. A group email address can be used for one of your IT Contacts but that account will not get a login.
What if our Support Contacts have left the company?
- Gather enough information to reproduce the issue or answer your question
- Send an email to ExciseLogin@avalara.com with:
- The information you gathered
- Why no Support Contacts are available (e.g. they've left the company, vacation, etc.)
- Do not use ExciseLogin@avalara.com for other support issues
Updating Support Contacts
Support Contacts must open a case to change one Support Contact to another. Simply include the following information:
- For the person to remove: Full name and email address
- For the person to add: Full name, email address, phone number and title (optional)
If all Support Contacts have left your organization, someone with contract signature authority will need to open a support case as described above.
What if no one can login or create a case?
How can I escalate a case?
See Create a Support Case for response times and how you can escalate a case.
Who gets notified about releases and other changes?
Click Releases from the menu at the top of any page here in the Help Center.
Self-hosted (deployed) notifications
Self help resources
All of these options are available available 24 x 7 x 365 (minus maintenance periods).
- Message Center widget - the latest news delivered the moment you login (Home)
- WalkMe - interactive tutorials, best for rarely used topics or new users
- Help Center - smart search at the top of every page - and be sure to check the News Flash
- User Guide - click Help in the top right of any Avalara Excise page
- Case history - think you've seen this before, but can't remember the answer? We saved it for you! Ask your Support Contact to look in Admin > Support Cases > Closed cases (dropdown)