Contacting Taxbit Customer Support

In this guide, you will find information on how to contact Taxbit’s Customer Experience Team.

The Taxbit Customer Experience Team is here to help you get the most out of our platform. You can submit a ticket through one of the support methods below when you need help. Our team will carefully review your request and work to resolve it as quickly as possible. We also offer a comprehensive knowledge base with self-service resources to guide you through common questions and tasks.

For most inquiries, please allow at least one business day for a response unless your request is classified as S1 or S2.

If you experience an outage or other incident, submit a support ticket through the Online Submission Form and select “Report an outage” in the Request impact field. This immediately notifies the Taxbit Customer Experience on-call team, who will take ownership, coordinate with Engineering, and manage the incident through resolution. The CX team will provide status updates in the ticket via email.

Hours of Operation and Coverage

Tickets with severity 1 and 2 are managed 24/7/365.

For tickets with severity 3 and 4, coverage is available during the following hours in MST:

Sunday: 7:00 p.m.–Midnight
Monday–Thursday: 12:00 a.m.–3:00 a.m., 7:00 a.m.–6:00 p.m., and 7:00 p.m.–midnight
Friday: 12:00 a.m.–3:00 a.m. and 7:00 a.m.–6:00 p.m.
Saturday: No coverage

We also provide coverage from 9:00 a.m.–5:00 p.m. in the SGT time zone.

Extended weekend coverage will also be available on the following dates:

January 23–24
January 30–31
February 13–14
March 13–14
March 27–28

Ticket Severity and Associated Response Times

Ticket severity	Description	Initial response time	Status Updates	Target resolution time	Support Coverage
Severity 1 (Critical)	Complete or major outage. Core operations are halted, and no workaround exists	30 min	60 min	2 Hours or less (continuous effort until resolved)	24/7/365
Severity 2 (Major)	Significant Degradation of a core feature in the app or API is experiencing increased latency or error rates.	60 min	2 hours	6 Hours (continuous effort until resolved)	24/7/365
Severity 3 (Minor)	Non-critical feature impairment, a viable workaround exists.	1 BD	3 BD	5 BD	Standard Business Hours
Severity 4 (Info)	Questions/clarity, feedback, feature requests	2 BD	5 BD	20 BD	Standard Business Hours

*Target Resolution time represents our goals, but actual resolution time will depend on the nature of the issue and the fix.

Coverage hours and response targets apply year-round.

Contact Modalities

Contact method	When to use it
Taxbit Assist	Ask product questions in plain language, get quick answers, review recommended support documentation, and find where to complete common tasks in the Taxbit Dashboard. Taxbit Assist can also be used to submit support tickets for questions it cannot help answer. Taxbit Assist cannot currently answer questions about your data (coming soon). Taxbit Assist can be found in the bottom-left corner of the Taxbit Dashboard.
Tax Online Submission Form	General support requests about the Taxbit Dashboard. Access via the form link.
Tenant Creation Request Submission Form	Tenant creation requests within the Taxbit Dashboard. Access via the form link.
Bulk Asset Configuration Request Submission Form	Bulk asset configuration requests within the Taxbit Dashboard. Access via the form link.
Physical Mailing Request Submission Form	Physical mailing requests for TY2024 and earlier. Physical mailing is self-service from the Forms page for TY2025 and later. Access via the form link.

Help Center

Taxbit’s Help Center is available to every Taxbit customer 24/7. These articles are created and maintained using insights obtained from historical and current data.

Articles are actively updated when new features become available or new information is needed. Visit the Taxbit Tax Help Center for self-service resources.