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Avalara Help Center

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:

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

Available 60 days from purchase or stated project start.

Assisted path with a GoLive Implementation Consultant:

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

Available 120 days from purchase or stated project start.

Assisted path with a GoLive Implementation Consultant:

  • 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 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

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