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|When calling Support, if you are forwarded to voicemail, be sure to leave a detailed message and only call once. We will respond to all voicemails promptly during our published support hours.|
All Times Are Central Standard Time
*CTS Refund Policy: CTS Tax Software order cancellations received within 72 hours of purchase will be offered a refund minus a $49 order processing fee and a $199 software setup fee. No refunds will be granted for software that has been installed on your computer, used to enter taxpayer information, used to enter tax office / tax preparer information, e-file tax returns, or prepare and print tax returns even if the request is received within the 72 hour refund window. Absolutely no refunds will be granted after 72 hours. All refund requests must be in writing.
Normal Support Hours
Monday – Thursday: 10:00 am – 5:00pm
Friday: 10:00 am – 2:00pm
Current Support Hours
Monday – Thursday: 10:00 am – 6:00 pm
Friday: 10:00 am – 5:00 pm
Saturday 10:00 am – 2:00 pm
CTS SUPPORT AGREEMENT:
CTS will provide and offer support for the Software remotely from the CTS office. Support shall not include, and CTS will not provide, any tax, legal or other professional advice of any kind, including, but not limited to: the appropriate handling of any tax and accounting related issues. CTS will provide tax form guidance, such as how to link forms within the tax return. Tax research tools are available for purchase and will be integrated into the tax software after purchase by the OFFICE OWNER / END USER.
Support for any prior year software may be limited. CTS may also choose to not support software that is installed on hardware that does not meet CTS standard published system requirements and is not responsible for any software that is installed on any hardware that does not meet our minimum system requirements.
The OFFICE OWNER / END USER agrees that any employees will not knowingly place more than one call at any given time to the CTS support system regarding the same situation or question. CTS reserves the right to terminate the OFFICE OWNER’s / END USER’s access to Support if it is determined that the OFFICE OWNER / END USER is committing acts that are disruptive to the CTS Support Service (e.g., being verbally abusive to any support representative, providing the CTS direct Support line to the OFFICE OWNER’s / END USER’s clients, excessive calls to the tech support line, etc.)
It is the responsibility of the OFFICE OWNER / END USER to know how to prepare tax returns and complete all forms in the tax software. CTS will not prepare or complete tax returns for the OFFICE OWNER / END USER.
The OFFICE OWNER / END USER agrees and understands that all requests for support services must be directed to CTS via our toll free number (866)540-1391 during our published hours of operation. Requests for tech and tax form support services via email will not be accepted, all request for support services must be made via the toll free number. Saturday support is limited to peak tax season.
Support Termination. If the OFFICE OWNER / END USER does not renew the tax software, all Support services by CTS will be terminated on the 13th month after the purchase of the initial software. If the Online version of the software is used, any database of returns for prior years will not be available for use after the 13th month after the purchase of the initial agreement.
It is the responsibility of the OFFICE OWNER / END USER to maintain the software passwords. Training is available for password management. CTS will provide three free password resets for the admin user of the online or desktop version of our tax software. After three password resets the OFFICE OWNER / END USER will be billed $25 for each password reset. The OFFICE OWNER / END USER has the ability and the authority to reset passwords for all the software users that are registered in the tax software.
CTS does not offer or provide tax preparation training, our tax software is designed for tax professionals that already know how to prepare taxes. CTS will train the OFFICE OWNER / END USER or it’s designated representative on how to login and setup the tax software, setup the return template / software defaults, navigate the tax software, get all software updates, transmit returns and retrieve acknowledgements.
Additional Support Services
- Set up and install Tax Software on one computer for Free $149 each additional computer
- Set up and install Online Tax Software Free
- Return backup and storage Free
- Train one employee to use software Free
- $149.00 each additional employee
- Bank Registration Free
- Marketing Information and Support Free
- $249.00 Network install Tax Software (Up to 3 computers)
- $149.00 each additional computer
- $249.00 Emergency re-install
- $25 Password Resets
- Emergency after hours and weekend support billed at $199.00 per hour with one hour minimum