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the product is good but lacks technical support
October 29, 2019

the product is good but lacks technical support

dinesh bala kotins | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version

Vertex Indirect Tax O Series

Overall Satisfaction with Vertex

The company is using Vertex for global taxation, and the software is really good, but we have a lot of system issues and we are not getting proper customer care support.
  • Tax calculation.
  • It's easy to understand the logic.
  • Customer care/technical support.
  • Support engagement is a little bit costly, but services are not even that effective.
  • Product Features
  • Product Usability
  • Analyst Reports
The user experience and reliability of support are very important for the decision making process.
  • Vertex helps with the indirect tax returns of UK MTD e-filing.
The tax assist rule is one of biggest assets of Vertex, and it is very user-friendly.
Unfortunately, I've had bad experiences with Vertex support, and support is always asking us to restart the system rather than checking the original issue.
  • sap
Other than the technical support, the product is really good.

Vertex Feature Ratings

Type of tax
9.0
Sales and Use Taxes
9
Cross-border Taxes
9
VAT / GST Taxes
9
Energy and Fuel Taxes
Not Rated
Tax Reporting & Compliance
8.3
Geolocation for Tax Assessment
8
3rd-Party Software Integrations
7
Tax Data Reporting
9
Compliance Administration Management
9
Tax Exemption Processing
9
Tax Document Management
9
Complex Tax Scenario Management
7

Using Vertex

9 - business tax
2 - Basic understanding of tax law and Vertex training are needed.
  • Global taxation -- we are using Vertex across the globe.
  • Brazil's taxation is in our scope.
We had the system down in May of 2019 and almost every month we have been having 1-day system down because of Vertex Java Socket timed out errors. We contacted Vertex consulting and followed their recommendations, but until now the issue exists.
technical support is always a big concern

Evaluating Vertex and Competitors

Vertex Support

ProsCons
Quick Resolution
Kept well informed
Quick Initial Response
Poor followup
Problems left unsolved
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
Not Sure
Yes - We have reported multiple issues and always we get a simple response saying to upgrade your O series or java or sic, etc.