Standard Support Terms and Policies

Live Phone Support

(limited to two dedicated customer support contacts)

8am to 5 pm CST (Monday – Friday) (excluding company holidays)

Support Phone: 210-961-9998
Extended support hours will be provided during the periods of the 14th thru the 31st of each month and will include weekends and holidays.

24×7 Email Support

email support

365x24x7 AKORE Cloud Support

email support

Case Logging – Customer inquiries will be logged and tracked until completion

Software service maintenance:

  • Includes maintenance releases, enhancements, new versions to the tax calendar software.
  • Bug fixes to bring the service into substantial conformance with its then current user guide.
  • Initial Response time of 2 business hours or less
  • Resolution Process
  • Trouble Ticket opened
  • Assign engineer to determine and correct the error
  • Periodic Initiate work to correct the error
  • Reports on the status of the correction

All Scheduled Outages are usually scheduled during weekends and non-business hours and customers are usually notified via email