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Customer Success Plans

Support services

Compare Support Plans Standard (included) Hourly support Standard Support Plus Business Enterprise

Contact support by email, phone, chat, or submitting a case online

AAT-Get Started-Checkbox.png AAT-Get Started-Checkbox.png AAT-Get Started-Checkbox.png AAT-Get Started-Checkbox.png AAT-Get Started-Checkbox.png
Support Hours (Pacific Time) 5 a.m. - 5 p.m. Mon - Fri N/A 5 a.m. - 9 p.m. Mon - Fri 24 hours, 7 days 24 hours, 7 days
Products supported AvaTax, Returns (see Returns Setup for more options) AvaTax, CertCapture, Returns (see Returns Setup for more options)  AvaTax, Returns (see Returns Setup for more options) AvaTax, CertCapture, Returns (see Returns Setup for more options) AvaTax, CertCapture, Returns (see Returns Setup for more options)
Response Times / Priority Routing (specify this pertains to non-implementation support) 24 Hours N/A 8 Hours 4 Hours 1 Hour
Critical Support (System Down) 1 Hour N/A 1 Hour 1 Hour 1 Hour
GoLive Support Details Self-serve with the Avalara Help Center
  • Planning call
  • Taxability call
  • Connector installation call**
  • Returns assessment
  • Pre-live review call
  • Product orientation call

Assisted path with a GoLive Implementation Consultant:

  • Planning call (one per product)
  • Connector installation call**
  • Pre-live review call (one per product)

Available 60 days from purchase or stated project start.

Assisted path with a GoLive Implementation Consultant:

  • Warm handoff from Sales
  • Planning call (one per product)
  • Taxability call
  • Connector Installation call**
  • Setup overview call (one per product)
  • Post-live review call
  • Issue triage/resolution

Available 120 days from purchase or stated project start.

Assisted path with a GoLive Implementation Consultant:

  • Warm handoff from Sales
  • Planning call (one per product)
  • Taxability call
  • Connector Installation call (multiple connectors)**
  • Setup overview call (one per product)
  • Testing review call
  • Returns assessment
  • Pre-live review call (one per product)
  • Post-live review call

Issue triage/resolution until live on product

Additional Benefits E-learning via Avalara University E-learning via Avalara University E-learning via Avalara University
  • Complimentary live remote essentials training for one service *
  • Complimentary live remote essentials training for two   services *
  • Technical Account Manager 
Price

Included

$250/hour

$1,995

$7,995 $15,995

* Remote instructor-led training for up to 5 people

** Approved Avalara-built and 3rd party partner connectors included

Returns Setup - Professional Service

Compare Support Plans Standard Returns Setup Business Returns Setup Enterprise Returns Setup
Products supported Returns Returns Returns
Implementation support Until setup complete Until setup complete Until setup complete
Implementation support details
  • Company filing calendar creation
  • DOR credentials setup
  • AvaTax nexus setup
  • Setup of up to 100 AvaTax filing calendars + locations
  • Company filing calendar creation
  • DOR credentials setup
  • AvaTax nexus setup
  • Setup of up to 200 AvaTax filing calendars + locations
  • Company filing calendar creation
  • DOR credentials setup
  • AvaTax nexus setup
  • Setup of up to 400 AvaTax filing calendars + locations
Price $7,500 $12,500 $25,000

 

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