Customer success plans
Support services
Avalara has a great plan for every business owner. Consider which support plan complements your purchase. No matter which option you choose, an Avalara specialist will guide you through the initial implementation. After all, we’d hate to see a customer pick the wrong tax categories for their goods and services and jeopardize the accuracy of our products.
The support plan you pick will have important implications for how fast you finish implementation and how much you rely on your internal staff. Let’s take a look at your options.
| Compare support plans | Standard (included) | Standard Support Plus | Business | Enterprise |
|---|---|---|---|---|
|
Contact support by submitting a case online |
Included | Included | Included | Included |
|
Contact support by phone or chat |
N/A | 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 |
| 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