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United States Support
Support billing guidelines
Learn about which applications have billable Technical Support, which Technical Support topics are billable, and the different Technical Support contracts to help you manage payments.
If your application includes billable Technical Support, you will be charged for support services that fall under billable topics. The billing process will vary based on your specific Technical Support contract.
You can email Customer Support with questions about your bill for Technical Support or for information about Technical Support contracts.
Applications with billable Technical Support
We may bill you for our Technical Support of an application depending on its billing status:
- Billable Technical Support: The fee we charge for Technical Support of the application depends on the topic.
- Non-billable Technical Support: We won't bill you for Technical Support of the application.
Application | Billing status |
|---|---|
Accounting CS | Billable |
Engagement Manager | 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 |
Non-billable topics
- A problem caused by a verified issue with an application. A verified issue is one that we've identified and reproduced in-house.
- A report of a documentation error or issues caused by that error.
- Download and application of CS Connect updates or CS Connect licenses.
- Support on trial systems.
- Release dates for applications.
- Suggestions for improvement of our application or documentation.tipIf you have suggestions for improvements, we recommend that you use our .
- Two-factor authentication/Auth0 Guardian/¶¶Òõ³ÉÄê Account/Login Issues
Billable topics
- General instructional topics and troubleshooting.
- Help with a particular procedure in an application, even if we don't explain the procedure in our documentation.noteWe don't guarantee that we've documented all procedures.
- Installation of updates and upgrades, including network installation assistance.
- Support via telephone, email, or chat. We bill based on time spent on the problem. This includes the time when we put you on hold, and when we research the problem or work on the data.
- AÂ problem that we haven't found the cause of, but we've given troubleshooting help.
- We may have tried several times to solve the problem.
- We may need to contact your technician to resolve some problems.
- A problem that we haven't resolved, but that needs our consulting help. Even if we can't find the cause, the support contact may still be billable.
Examples of billable topics
- Your firm asks for our help to get a printer to work with our application.
- Your firm has a new server and you call for help with installation of our application.
Types of Technical Support contracts
We will bill you for Technical Support according to which support contract you have:
- Pay-per-contact support: We'll bill you for time spent on each call, email, or chat. This includes the time we spend to research the problem and work on your data. We'll bill this in 10-minute increments.
- Unlimited Technical Support contracts: We charge you a fixed monthly fee. We'll set the pricing according to the applications and licenses you have.tipYou can get lower prices for an Unlimited Technical Support contract that includes multiple applications.
Examples of pricing under Technical Support contracts
- If you work with Technical Support for 25 minutes and we resolved your problem, we'll charge for 3 10-minute increments of support.
- If you buy a Technical Support contract for Accounting CS and also own Accounting CS Payroll, you'll need the contract to cover both products and your network or terminal-server users.
Internal use only
Firms must meet a 12-month minimum commitment before they may cancel the Support Contract.
We increase the pricing on May 1 every year.
This article applies to:
- Product: Accounting CS,Account management,Engagement Manager,FileCabinet CS,GoFileRoom,Practice CS,UltraTax CS,Virtual Office CS,Workpapers CS
- Subject: Billing,User account