Support Process & Transparency
We publish our performance. Every metric below is drawn from real platform data, because precision shouldn’t stop at the casework you do. It should define the software that supports you.
All Systems Operational · Updated Monthly
Real Numbers. No Approximations.
These aren’t estimates. They are tracked, audited figures our team holds itself accountable to every day.
Average Response Time
From first contact to a real expert reply — not an automated acknowledgement.
First-Touch Resolution Rate
Nearly all issues resolved in a single interaction. No ticket spirals, no bounced replies.
Average Resolution Time
End-to-end from first message to confirmed resolution, including complex case inquiries.
Platform
Uptime
Backed by AWS GovCloud infrastructure with continuous monitoring and automatic failover.
Member Retention Rate
Tax professionals stay because the platform and the people behind it consistently deliver.
Support That Goes Beyond a Help Desk
Many platforms reserve their best support for enterprise tiers or charge separately for training and onboarding. At IRS Solutions, the full support experience, including live education, communication with anyone on our team, and community access, is part of every membership.
- Multi-Channel Support: Reach the team by phone, email, or support ticket, whatever fits your workflow. No single-channel bottleneck.
- Dedicated Onboarding: A structured onboarding process gets your practice up and running efficiently. Not just documentation links — real guidance tailored to how tax resolution practices actually work.
- Support Included in Base Price: Core support is not paywalled behind a higher-tier plan. What you see in the pricing is what you get, with no hidden tiers for basic help.
- Free Training & Education: Complimentary training sessions, onboarding classes, and continuing education resources are included at no additional cost. Your membership includes access to accredited live classes taught by tax resolution veterans.
- Knowledgeable Support Specialists: Access to talk with anyone on our team about your firm’s workflows, client base, and case types. You’re not explaining your practice from scratch every time you reach out.
- Custom Training Sessions: Live, role-specific training beyond standard onboarding, tailored to your firm's size, practice focus, and case types. Available to members who want deeper platform fluency.
- Peer User Community: Access to a moderated community of tax professionals using IRS Solutions to exchange best practices, case approaches, and workflow strategies. Learn from peers who face the same challenges you do.
- Webinar & Continuing Education: Regular live and on-demand webinars covering IRS procedure updates, software features, and tax resolution strategies, with CPE/CE credits that count toward your annual requirement.
IRS Solutions membership is designed to reduce your dependency on support through a platform that anticipates common challenges — and to surround you with expertise and community when you want to go deeper.
Built on Infrastructure That Doesn't Blink
99.99%
Downtime isn’t just an inconvenience in tax resolution; it can mean missed IRS deadlines, delayed case filings, and lost client trust. We treat platform reliability as a professional obligation, not a technical checkbox.
Uptime calculated on a rolling 12-month basis across all platform services. Status details available at trust.irssolutions.com.
You Always Know What Happens Next
We don’t leave you guessing. Every error that occurs in IRS Solutions triggers a clear, consistent process. Five steps. No ambiguity. You’ll hear from us twice; once to confirm we’re on it, and once to tell you exactly what we found and what we did.
1
Member Action
You Submit an Error Report
When an error occurs, your screen includes a short form to share a bit more about what you were doing. It takes about 30 seconds. This information goes directly to our leadership and development teams and gives us the context we need to investigate — without having to guess.
⏱ Completes in under 30 seconds
2
Automatic Alert
Our Team Is Notified Immediately
The moment a platform error occurs, an automatic notification is sent directly to the phones of our leadership and development teams. They are alerted in real time — no delay, no manual handoff.
⚡ Instant — automated
3
First Outreach
We Call You to Confirm We're On It
A member of the IRS Solutions team calls you personally to let you know we received the report and that our team is actively reviewing it. You’re not left wondering whether anyone saw it — we confirm it directly. Leadership reviews the details and begins diagnosis during this phase.
⏱ Avg. 15-minute response
4
Investigation
Technical Escalation with Direct Feedback Loop
Complex or edge-case inquiries are escalated to a senior team member with direct tax resolution experience. Platform-level issues are escalated to engineering with full context documentation. Feature feedback from support escalations directly informs our product roadmap.
⏱ Same business day
5
Resolution Call
We Call You Back to Report What Happened
Once our team has investigated and resolved the issue, we call you again to walk you through exactly what happened and what we did to fix it. If no fix was needed, we explain what we found. Either way, you get a clear, complete answer, not a ticket closure notice.
✅ Same or next business day
What Tax Professionals Say
Ratings from verified users across independent review platforms — sourced directly, unedited.
G2
★★★★★
Based on verified reviews
Capterra
★★★★★
Based on verified reviews
Sourceforge
★★★★★
Based on verified reviews
G2 — Verified Review
★★★★★
“Easy program to use and wonderful staff as a support system. The staff is immediate with answering questions and helping us meet our clients needs. The program does exactly what we need for tax resolution and the tools inside the program are geared for ease of use.”
Jessica S.
Director of Internal Operations & Enrolled Agent
Capterra — Verified Review
★★★★★
“Great Product with Good Peeps! It has been a delight. I was having some issues uploading my data base of clients and I called there support. They were wonderful and suggested that perhaps a CSV file would work and sure enough it did. They also softly advised me of a few misspellings!”
Morris A.
Owner
Sourceforge — Verified Review
★★★★★
“I’ve been using IRS Solutions for my resolution practice, and I can honestly say it has been a game-changer. The software is extremely user-friendly, reliable, and smooth to navigate – with little to no technical issues. Their customer support is outstanding. David & Suzanne, in particular, have been incredibly helpful, responsive, and patient.”
Shaneaka L.
Enrolled Agent / Owner
Built for Precision. Designed for Performance.
We are tax professionals who understand that precision matters. Our values are grounded in clarity, accountability, and measurable results.
Built to Minimize Support. Backed by Experts When You Need Us.
IRS Solutions is engineered to reduce support dependency through automation, intuitive workflows, and continuous platform monitoring. The best support interaction is the one you never need; and we design for that outcome first.
We Measure Success Differently
Our standard isn’t ‘good enough.’ It’s measurable performance in platform reliability, workflow efficiency, and member outcomes. We continuously refine IRS Solutions based on real-world case experience and member insight, so the platform evolves alongside changing IRS procedures and reduces the need for reactive troubleshooting.
When you reach us, a real expert picks up. Not a tier-one script. Our response time isn't a best-case promise; it's our operational standard.
We track this because it tells the truth about how well our team actually understands your workflow; and how well our platform anticipates your needs.
This page is permanent and indexable. These numbers aren't locked in a quarterly report. They're visible to every prospective member, because we stand behind them.
Every escalated ticket becomes a product signal. We track patterns, not just resolutions — so the same issue stops repeating across our member base.
Support FAQ
Not necessarily — and it’s worth understanding why. A large support team can indicate product complexity (software that requires heavy hand-holding to operate), platform instability (more outages, more bugs, more reactive fire-fighting), or high ticket volume (unresolved systemic friction, not service quality).
Modern, well-engineered SaaS platforms reduce support dependency through automation and intuitive design. What matters is resolution speed and product stability — and those are exactly the metrics we publish above.
A first-touch resolution is a support inquiry that is fully answered and confirmed within a single interaction. No follow-up tickets, no escalation, no second contact needed from the member. We count 94% of all support contacts as first-touch resolved.
Our team is available Monday through Friday, 7:00 AM – 6:00 PM PST. For urgent after-hours platform issues, our infrastructure monitoring runs 24/7 with automated alerting and on-call coverage for critical incidents.
Training is genuinely included; not a stripped-down sample. IRS Solutions membership includes accredited live classes, onboarding sessions, custom training available by request, and ongoing webinars covering IRS procedure changes and platform updates. CPE/CE credits are included for eligible sessions. There is no separate training plan you need to purchase.
Every piece of feedback — from support tickets, webinars, member forums, and direct conversations — is tagged and reviewed by our product team. IRS Solutions is built by former tax professionals, so your workflow insights directly shape how the platform evolves.
All performance metrics on this page are reviewed and updated monthly. Uptime data is tracked continuously via our platform monitoring stack and reconciled against our AWS GovCloud service records. If a metric changes meaningfully in either direction we update it here.
All subscription plans cover the full platform, not a pared-down trial. If IRS Solutions doesn’t meet your expectations within the first 60 days, you receive a complete refund, no questions asked. You must call us at (844) 447-7765 and we will make sure your fees are refunded to your credit card. We are confident enough in our platform and our support to make that offer unconditionally.
Not all support is created equal. As you compare solutions, consider how quickly teams respond, whether support is proactive or reactive, and if you’ll have access to knowledgeable specialists who understand your use case. Strong vendors also provide structured onboarding and ongoing guidance as your needs evolve.
Utilize this checklist to compare vendors side-by-side and avoid gaps that only show up after implementation:
Access the Customer Support Evaluation Checklist