Support billing guidelines

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We charge a fee for Technical Support for some of our programs. This article lists which programs are billed for Technical Support and explains how we calculate pricing.

Program Billing status
Accounting CS Billable
AdvanceFlow Non-billable
FileCabinet CS Billable
Fixed Assets CS Billable
GoFileRoom Non-billable
GoSystem Tax RS Non-billable
Virtual Office CS (includes NetStaff CS and NetClient CS) Billable
Multi-factor Authentication Non-billable
Onvio Non-billable
Planner CS Non-billable
Practice CS Billable
Software as a Service (SaaS) Non-billable
UltraTax CS Non-billable
Workpapers CS Billable

Pricing

Technical Support for billable products is charged in one of two ways:

  • Pay-per-contact support is billed by time spent on each call, email, or chat, including time spent researching the issue and working on your data. This is charged in 10-minute increments.
  • Unlimited Technical Support contracts are available for a fixed monthly fee. Pricing is determined by the products and type of licenses you own, with reduced pricing available for covering multiple products with the support contract.

Pricing Examples

  • If you work with Technical Support for 25 minutes and your issue is resolved, you will be charged for three 10-minute increments of support.
  • If you purchase a Technical Support contract for Accounting CS and also own Accounting CS Payroll, the contract must cover both products and your network or terminal-server users.

Email Customer Support if you have questions about your technical support bill or would like more information about support contracts.

Details on billable questions

For products with non-billable support, we will not bill you for any calls for that product.

For products that are billable, your fee depends on the topic of the call, chat, or email. If the topic is not billable, the time spent on that question or issue will not be included in your support bill.

Non-billable topics

  • Calls, emails or chats with specific suggestions for improving our software or documentation.
  • Encountering a problem as a result of a verified program issue. A "verified" issue is one identified and reproduced in-house on various data sets.
  • Reporting a documentation error or issues resulting from that error.
  • Receiving support on our programs that offer non-billable support:
    • UltraTax CS
    • Planner CS
    • GoSystem Tax
    • Web Builder CS
    • SaaS for CS Professional Suite
  • Receiving support on trial systems.
  • Receiving support on downloading and applying CS Connect updates.
  • Help with downloading and applying licenses through CS Connect.
  • Requests for release dates for our programs.

Billable topics

Some billable topics for support are:

  • Assisting with general instructional topics and troubleshooting.
  • Seeking help with a particular program procedure, even if that procedure isn't detailed in current documentation. We do our best to document the most commonly used procedures; however, we do not guarantee that all procedures will be documented.
  • Installing updates and upgrades, including network installation assistance.
  • Providing support via telephone, email or chat. We bill based on time spent on the issue. This includes time when you are placed on hold and the issue is researched or while data is worked on.
  • Encountering a problem where the cause isn't determined, but troubleshooting assistance is provided.
    • This may involve several attempts at resolution.
    • Some issues may require contacting your hardware or network technician.
  • Contacting support about an issue that isn't resolved, but requires consulting assistance. Even if the cause cannot be determined, the support contact may still be billable.

Examples of Billable Issues

  • Your firm is attempting to get a printer to work with your software.
  • Your firm has a new server and you call for technical assistance with installing the software.

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Internal only

Firms must meet a 12-month minimum commitment before they may cancel the Support Contract.

The pricing is increased on May 1 every year.

Related topics

Internal: Handling Support Disputes

Internal: Support Terms & Contracts