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Avalara Help Center

Support and IT Contacts

This document applies to all license types.  Content last updated 7/18/2018 (mostly formatting & links).
Help Center documentation is confidential and proprietary to Avalara clients.

Support Contacts

Every customer selects 2 Support Contacts from their staff who:

  • Must be well-versed in the use of the Avalara Excise Platform 
  • Perform an internal triage of user questions, taking advantage of all available self-help resources
  • Gather and provide adequate information to reproduce the issue or answer the question
  • Can open, escalate and manage cases 24 hours a day, seven days a week directly from the service, except for planned downtime 

Cases opened or updated outside customer support hours will be addressed the next business day. Excise support hours are from 8:00 am to 5:00 pm Central time (USA) Monday through Friday, excluding observed holidays. Note: Group email addresses cannot be used for a Support Contact.

For more details about how support works, click Support from the menu at the top of any page here in the Help Center. 

What if no Support Contacts are available?

What if no one can login? 

  • Gather and provide adequate information to reproduce the issue or answer the question
  • Send that information in an email to ExciseLogin@avalara.com and include an explanation of why a Support Contact is not available 
  • Call 877-780-4848, give them your case number and ask to speak to an Excise Support Specialist 

Support Contacts can also open a case to change one Support Contact to another. If all Support Contacts have left your organization, someone with contract signature authority will need to open a support case as described above, in "What if no Support Contacts are available?".

Who gets notified about releases and other changes?

For all of these answers, click Releases from the menu at the top of any page here in the Help Center.  

Self-hosted (deployed) Contacts

Because self-hosted customers must maintain their own servers, network, load balancers and other IT infrastructure, and also perform their own upgrades, they can designate up to 2 additional contacts (called IT Contacts) who:

  • 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 release highlights and software updates from the support site at https://excisesupport.avalara.net.

Group email addresses can be used for one of your IT Contacts, leaving 1 designation for a real person to login to the support site.

 

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