Customer success plans
Support services
| Compare Support Plans | Standard (included) | Standard Support Plus | Business | Enterprise |
|---|---|---|---|---|
|
Contact support by phone, chat, or submitting a case online |
Included | Included | Included | Included |
| Support Hours (Pacific Time) | 5 a.m. - 5 p.m. Mon - Fri PST | 5 a.m. - 9 p.m. Mon - Fri PST | 24 hours, 7 days | 24 hours, 7 days |
| Products supported | AvaTax, CertCapture, 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) | AvaTax, CertCapture, Returns (see Returns Setup for more options) |
| Response Times / Priority Routing (for non-implementation support) | 24 Hours | 8 Hours | 4 Hours | 1 Hour |
| Critical Support (System Down) | 1 Hour | 1 Hour | 1 Hour | 1 Hour |
| GoLive Support Details | Self-serve with the Avalara Help Center |
Assisted path with a GoLive Implementation Consultant:
Available 60 days from purchase or stated project start. |
Assisted path with a GoLive Implementation Consultant:
Available 120 days from purchase or stated project start. |
Assisted path with a GoLive Implementation Consultant:
Issue triage/resolution until live on product |
| Additional Benefits | Training at Avalara University | Training at Avalara University | Training at Avalara University |
|
| Price |
Included |
$1,995 |
$7,995 | $15,995 |
** 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 |
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|
|
| Price | $7,500 | $12,500 | $20,000 |