VeritCertified™ Technical Support Channels

Q: What is VeritCertified™ Technical Support?

VeritCertified™ is the name of Verito's technical support service. VeritCertified™ technicians diagnose and resolve computer hardware and software problems for tax and accounting firms: workstation and printer issues, tax software errors, hosted desktop access, network and email problems, and security incidents. Every technician completes Verito's hands-on training on the software firms use before taking live calls.

Q: What are your support hours?

Phone, live chat, and email are staffed 24/7/365. Our self-service portal is always available. Remote support is scheduled around business hours unless the issue is business-critical, in which case we respond right away.

Q: Which channel should I use for an urgent outage?

Call us. Hosting clients: (844) 817-9399. Managed IT clients: (844) 629-9899. Phone is the fastest path to a Tier-1 engineer for outages or anything blocking work. You'll be connected in under 60 seconds and the engineer can escalate to higher tiers if needed.

Q: Which channel is best for non-urgent questions?

Live chat for quick questions. Email or a ticket for anything that needs a documented thread. The self-service portal is great for how-to questions you can resolve on your own.

Q: What happens after hours?

Phone and chat are staffed around the clock, including weekends and holidays. You'll reach a live technician who can triage immediately or escalate if the issue needs a specialist.

Q: How do I escalate an issue?

Every ticket has a severity level that determines priority. If you need to escalate, ask your technician or email your account manager. Business-critical issues are bumped to the top of the queue automatically.

Q: Where are the response times documented?

Our target response times are listed above in the SLAs section. Your contract spells out the specific commitments that apply to your plan so there are no surprises.

VeritCertified™ is Verito's 24/7 technical support service for tax and accounting firms. We diagnose and fix computer hardware, software, network, and hosted application problems. Pick the channel that fits your situation and see the response time before you start.

Under 60s Response24/7/365 Coverage92% First-Touch Resolution

How to Reach VeritCertified™ Support

Five ways to reach a VeritCertified™ technician, each staffed around the clock. Pick the one that fits the urgency and detail of your issue. Response and resolution targets are listed on each card. Your contract spells out the specific commitments for your plan.

Phone Support

Response: Immediate pickup
Resolution: 92% first-touch

Hosting: (844) 817-9399 Managed IT: (844) 629-9899

Direct line to a VeritCertified™ technician for mission-critical outages. Separate lines for VeritSpace and VeritGuard clients keep your firm running through April 15th crunch.

Email / Ticket System

Response: Within 10 minutes
Resolution: Based on severity

Hosting: [email protected]Managed IT: [email protected]

Documented ticket thread for complex problems and compliance queries. Audit-ready resolutions with a clear record for internal controls.

Live Chat

Wait time: Under 1 minute
Resolution: Same session

Quick in-dashboard chat with a technician. Best for simple questions and config help so your team stays productive without picking up the phone.

Remote Support

Scheduling: Within 4 hours
Priority: Sooner if business-critical

Get Remote Support

Secure screen-sharing and remediation. We fix software glitches, installation issues, and printer woes without waiting for an on-site visit.

Self-Service Portal

Availability: Open 24/7
Updates: Added continuously

Access Portal

Always-open knowledge base, troubleshooting guides, and how-to videos so your staff can resolve common issues independently.

VeritCertified™ Technical Support

What VeritCertified™ Support Diagnoses and Fixes

Every channel above connects you to a VeritCertified™ technician who troubleshoots the problem, finds the cause, and resolves it or escalates it. VeritCertified™ technical support is provided by Verito Inc for tax and accounting firms across the United States.

Tax and accounting software

Errors, crashes, failed updates, printing problems, and data file issues in Drake, Lacerte, UltraTax, ProSeries, QuickBooks, CCH, and the add-ons built on them.

Computer hardware

Workstations, laptops, printers, scanners, and monitors that will not start, connect, or perform. We diagnose the fault and fix it or tell you what to replace.

Servers and hosted desktops

Login failures, slow sessions, disconnects, drive mapping, and application access problems on your dedicated private server.

Network and connectivity

Wi-Fi drops, VPN problems, and remote desktop connections that fail or time out, in the office or at home.

Email and Microsoft 365 / Google Workspace

Mailbox problems, sync errors, file sharing, and sign-in lockouts, including multi-factor authentication resets.

Security incidents

Suspected phishing, malware, or a compromised account. We triage right away, contain the issue, and walk you through next steps.

How a VeritCertified™ support request works

1
Reach us
Call, chat, email, or book a remote session. You reach a live VeritCertified™ technician in under 60 seconds by phone or chat.
2
We diagnose
The technician pulls up your account history, reproduces the problem, and pinpoints whether it is hardware, software, network, or the hosted environment.
3
We resolve or escalate
Most issues close on the first contact. If the software vendor needs to be involved, we bring them onto a three-way call so you are never bounced around.

When to Use Each Channel

Not every issue needs the same path. Use this guide to route your request to the right team the first time.

Urgent System Outage

Call us

You'll reach a Tier-1 engineer within minutes who can engage higher tiers if needed.

Non-Urgent Software Questions

Start with chat

Our technicians will provide step-by-step guidance to resolve your issue quickly.

Complex Compliance or Security Concerns

Open a ticket

A specialist will review documentation and collaborate with your account manager.

Routine Maintenance or Updates

Proactive monitoring

We catch problems before they break. Most fixes happen while you sleep. You won't notice a thing.

Support Channels FAQ

Common questions about how VeritCertified™ support works.

What is VeritCertified™ Technical Support?

What are your support hours?

Which channel should I use for an urgent outage?

Which channel is best for non-urgent questions?

What happens after hours?

How do I escalate an issue?

Where are the response times documented?

Need help choosing the right channel?

Not sure which path to take? Talk to a specialist and we'll point you to the fastest resolution for your situation.

Talk to a Specialist Contact Us

24/7 Support | Under 60s Response | 92% First-Touch Resolution

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