Stakeholders named. Escalation path agreed before work starts.
Requirements confirmed. Access closed out.
Your integration built against your ERP.
You test. We support. Sign-off before go-live.
Final push to production and you're live.
Support is run by qualified tax experts, not a generic help desk. They know your setup, not just the ticket in front of them.
One person accountable for your account. Reachable by phone
The floor is contractual. What we've actually run is higher.
For a P0 (your integration down, compliance blocked), we respond within 60 minutes and update you every 4 hours until it's resolved.
Support desk, to team manager, to support business head. Shared with you at kick-off, not discovered the first time something breaks.
P0 issues get a workaround within 24 hours. P1 within 48 hours. Not just an acknowledgment. Something that lets you keep working while the fix lands.
Fixes address what's actually broken: design, logic, or configuration. The goal is restoring normal operation, not covering the symptom.
Your Customer Success Manager and technical support are the same people throughout. No handoff to someone new when something breaks.
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