TaxJar's customer support service level agreement (SLA)

TaxJar is committed to providing timely customer support with dedicated email and phone response times. We can guarantee the following customer support SLA:

Starter subscribers: 

• Users subscribed to a Starter plan will receive an email response within two business days (48 hours from when the email was sent), unless the outreach falls over the weekend. Email support hours are 8AM-7PM CST.

Professional subscribers: 

• Users subscribed to a Professional plan will receive an email response within one business day (24 hours from when the email was submitted), unless the outreach falls over the weekend. Email support hours are 8AM-7PM CST.
• Phone support is available for Professional subscribers on the 1K plan tier or higher, from 8AM-7PM CST.
  • To request a call from our support team, simply send an email to support@taxjar.com with the subject line "Request a call" to have a member of our support team reach out to you. Please include your name, phone number, best time of day for TaxJar to call, and reason for your call in the email so that we can best assist you. 
  • Call requests will be returned within one business day (24 hours from when the request was submitted), unless the outreach falls over the weekend.
• If you’d like access to phone support, you can directly upgrade to a Professional plan within your TaxJar Account Plan & Billing page of your TaxJar account.

To reach our support team, send an email to support@taxjar.com or complete our customer support form.