This document sets out the support, success, and platform availability commitments that come with your Filed subscription. Your service level (Foundation, Expansion, or Horizon) follows the taxpayer capacity of your platform tier.
Service levels
Every Filed customer receives the same response and resolution targets and a dedicated Success Manager. The levels differ in support hours, usage reporting, business reviews, and office hours.
Foundation
Up to 5,000
taxpayers
A dedicated Success Manager, in-app support from 8am to 5pm ET Monday to Friday, quarterly usage reporting, and weekend and U.S. holiday coverage during the tax busy periods, March 1 to April 15 and September 1 to October 15.
Expansion
5,001 to 10,000
taxpayers
Everything in Foundation, plus extended support hours of 8am to 8pm ET, monthly usage reporting, and quarterly business reviews at Filed's discretion.
Horizon
10,001 to 20,000
taxpayers
Everything in Expansion, for the largest firms we serve, with guided usage reporting, quarterly business reviews, and optional semi-monthly CS office hours.
What's included
| Feature | Foundation | Expansion | Horizon |
|---|---|---|---|
| Support | |||
| In-app support | Included | Included | Included |
| Availability | 8-hour availability8am to 5pm ET, Monday to Friday | 12-hour availability8am to 8pm ET, Monday to Friday | 12-hour availability8am to 8pm ET, Monday to Friday |
| Response time | 24 hours | 24 hours | 24 hours |
| Resolution time* | 2 / 5 / 10 days | 2 / 5 / 10 days | 2 / 5 / 10 days |
| Seasonal support | Weekend and U.S. holiday supportMar 1 to Apr 15 and Sep 1 to Oct 15, 8am to 5pm ET | Weekend and U.S. holiday supportMar 1 to Apr 15 and Sep 1 to Oct 15, 8am to 8pm ET | Weekend and U.S. holiday supportMar 1 to Apr 15 and Sep 1 to Oct 15, 8am to 8pm ET |
| Usage reporting | Basic reporting, quarterly | Basic reporting, monthly | Guided, with recommendations |
| Documentation | FAQs, quick start guides, knowledge base access | FAQs, quick start guides, knowledge base access | FAQs, quick start guides, knowledge base access |
| Client success | |||
| Dedicated Success Manager | Included | Included | Included |
| Quarterly business reviews | Not included | At Filed's discretion | Included |
| CS office hours | Not included | Not included | Semi-monthly (optional)Hour-long open sessions with your success team |
| Executive escalation | Included | Included | Included |
| Onboarding | |||
| 30-day onboarding with your Filed team | Included | Included | Included |
| Tax Engineer for complex needs | Included | Included | Included |
| Champion training | Included | Included | Included |
| Platform | |||
| Monthly uptime commitment | 99.5% | 99.5% | 99.5% |
* 2 days for simple items, 5 days for complex items, and 10 days for exceptional cases at Filed's determination. Resolution times are guidelines, not guarantees, and missing the posted days does not constitute a failure on Filed's part. See "Response and resolution" below.
Report any issue through the chat widget in Filed. A member of our tax support team will review your ticket and follow up with a resolution or your best path forward.
You will be introduced to your Success Manager, who is your main point of contact by email for check-ins, questions, and keeping you informed about upcoming changes.
Our VP of Tax Experience oversees our entire post-sale success team and is always available as an escalation point if something critical needs attention.
Response and resolution
Every request, including support tickets, emails, and other asks, receives a response within 24 hours at every service level. Resolution then follows three time frames.
Resolved within 24 hours to 2 business days.
Resolved in up to 5 days.
Exceptional bugs and complex requests are resolved in up to 10 days, at Filed's determination.
Support hours are 8am to 5pm Eastern Time for Foundation and 8am to 8pm Eastern Time for Expansion and Horizon, Monday through Friday. A day is a business day, excluding U.S. federal holidays.
Tax busy periods: from March 1 to April 15 and September 1 to October 15, Saturdays, Sundays, and U.S. federal holidays are covered at every service level, during your level's support hours, and count as days.
Resolution times are guidelines, not guarantees, and missing the posted days does not constitute a failure on Filed's part. Occasionally a ticket, request, or other ask may be deferred at Filed's discretion, and resolution is not guaranteed. Service credits are not available for missing these time frames. Credits apply only to platform availability, described below.
Platform availability
These terms apply to every service level. Live and past platform status is posted at status.filed.com.
Filed will use commercially reasonable efforts to make the Platform available 99.5% of the time in each calendar month (“Monthly Uptime”), measured as total minutes in the month less minutes of Downtime, divided by total minutes in the month. “Downtime” means a period during which the Platform is unavailable to Customer's authorized users, as verified by Filed's monitoring systems.
The Platform is hosted on Microsoft Azure. Filed's availability commitment is supported by the service level agreements Microsoft provides for the Azure services underlying the Platform.
Downtime does not include unavailability resulting from:
If Monthly Uptime falls below 99.5%, Customer may request a credit of 10% of the monthly fees for the affected month; if below 99.0%, 25%. Customer must request credits in writing within 30 days after the end of the affected month. Service credits are Customer's sole and exclusive remedy for any failure to meet this commitment, and total credits in any month will not exceed 25% of that month's fees.
| Monthly Uptime | Credit | Downtime in a 30-day month | Downtime in a 31-day month |
|---|---|---|---|
| 99.5% or higher | None | Up to 216 minutes | Up to 223 minutes |
| Below 99.5%, at or above 99.0% | 10% of monthly fees | 217 to 432 minutes | 224 to 446 minutes |
| Below 99.0% | 25% of monthly fees | More than 432 minutes | More than 446 minutes |
Minutes shown are rounded to the nearest whole minute and exclude the maintenance and events listed in Section 3.
General terms
“Platform” means the Filed software and services made available to Customer under its subscription. “Customer” means the firm or organization that holds a paid Filed subscription. “Agreement” means Customer's subscription agreement with Filed together with the Filed Terms of Service. “Service level” means Foundation, Expansion, or Horizon, determined by the taxpayer capacity of Customer's platform tier. “Monthly fees” means the Platform fees attributable to the affected month; where Customer pays a single flat fee for a period of several months, that fee divided by the number of months in the period.
Support requests are made through the in-app chat widget. Questions to your Success Manager are made by email, and other requests can be sent to support@filed.com. A response is the first reply from a member of the Filed team; an automated acknowledgment does not count. Filed may ask for additional information, and time spent waiting on Customer does not count toward the time frames above.
If a matter is critical and has not been addressed through support or your Success Manager, Customer may escalate it to Filed's VP of Tax Experience, who oversees Filed's post-sale success team. Escalation does not change the targets in this document.
To request a credit, email support@filed.com within 30 days after the end of the affected month and include the dates and times of the unavailability. Filed will confirm Monthly Uptime using its monitoring systems. Approved credits are applied to a future invoice and are not payable in cash.
This document supplements the Filed Terms of Service. For paying Customers, Section 1 applies in place of the Terms of Service statement that the service will not be available at any particular time, but only to the extent of the availability commitment stated here. All other provisions of the Terms of Service continue to apply, including the warranty disclaimers, the limitation of liability, and the governing law. Service credits are not refunds and do not change the Terms of Service provisions on fees and cancellation. If this document and the Terms of Service conflict on availability or support, this document controls.
Version history
| Version | Date | Summary |
|---|---|---|
| 1.0 (current) | October 30, 2026 | First published. |
When this document changes, the previous version stays available at its own link and is listed here.
Questions about this document? Reach us through the chat widget in Filed or at support@filed.com.
These terms are subject to change without notice at any time.
