vExchange Support Plan FAQs

1. Are we required to purchase a vExchange support plan?

2. Do we pick a vExchange support plan or is it assigned by Vertican?

3. What action do I need to take to access my vExchange support plan?

4. How soon after purchasing can I use an additional incident, emergency incident, or weekend/holiday incident?

5. How soon after upgrading our support plan can I use additional incidents that come with the higher plan?

6. How can I view my firm’s incident balance?

7. What if I want to downgrade our support plan?

8. What is the Service Level Agreement (SLA) for vExchange support cases?

9. Are there any support guidelines that clients should follow?

10. Does our firm need a Support Coordinator?

11.  If we are both a Vertican Receiver and Sender, do we need support plans for both Receiver and Sender?

12. As a Sender, do we have the option to assist our Receivers in getting their support cases resolved?

13. Do we need a vExchange support plan if we already have support through our collections product?

14. What if we have identified a Vertican error or bug?

15. How does our vExchange mailbox / support plan relate to our collections product support plan?

16. How does our vExchange mailbox / support plan relate to our Analytics user count?

17. How does our vExchange mailbox / support plan relate to onboarding fees?

18. How does our vExchange mailbox / support plan relate to fees for Universal Gates?

19. How does our vExchange mailbox / support plan relate to Account Delivery & Storage fees?

20. What are December 2023 prices relative to what we paid before?

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1. Are we required to purchase a vExchange support plan?

Yes, the support plan is part of your mailbox subscription. The minimum required plan for Receivers is the Silver plan. The required plan for Senders depends on active inventory volume.

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2. Do we pick a vExchange support plan or is it assigned by Vertican?

• All Receivers are assigned the Silver support plan by Vertican.
  • The support plan is part of your mailbox subscription.
  • This is a flat fee regardless of claim volume.
  • Receivers can upgrade or downgrade their support plan in vStore.
  • An alternative to upgrading your plan is to purchase additional vExchange support incidents.
• All Senders are assigned a support plan by Vertican based on active inventory volume (open and closed cases) as of the first of each month.
  • The support plan is part of your mailbox subscription.
  • Senders cannot upgrade their support plan but can purchase additional vExchange support incidents.

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3. What action do I need to take to access my vExchange support plan?

No action is needed. Beginning December 1, your vPortal account will reflect your new required vExchange support plan, which is included with your mailbox subscription. vExchange mailbox / support plan subscriptions will auto renew each month.

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4. How soon after purchasing can I use an additional incident, emergency incident, or weekend/holiday incident?

If you purchase an incident through click-to-buy on vPortal, that incident is available for use the same day.

• Since Vertican does not provide 24/7 support, you will need to follow procedures for emergency support in order to receive it when you need it.
  • Please refer to our information on Emergency Support.
• Unused support cases do not carry over to the next month, whether part of your monthly allowance, additional incidents, emergency incidents, or weekend/holiday incidents.

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5. How soon after upgrading our support plan can I use additional incidents that come with the higher plan?

Only Receivers can upgrade their support plan, not Senders.

If a Receiver manually upgrades, the new support tier goes into effect the month following the upgrade. This means any extra incidents will not be available for use until the upgraded plan goes into effect. You can purchase an extra incident if you need one before your upgrade takes effect. Extra incidents can be used immediately but expire at the end of the month.

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6. How can I view my firm’s incident balance?

Your firm’s Support Coordinator can view your firm’s incident balance in vPortal. See instructions on our How to Use vPortal page. Unused support cases do not carry over to the next month, whether part of your monthly allowance, additional incidents, emergency incidents, or weekend/holiday incidents.

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7. What if I want to downgrade our support plan?

(A) Receivers who upgraded can downgrade back to a lower plan.

(B) Senders cannot manually downgrade their support plan. However, since the mailbox / support plan is based on active claims inventory, Senders may be able to lower their subscription fee by archiving claims. 

Please note that the archiving of claims is subject to the following conditions.

• There is a 7-day waiting period for archives to take effect.
• A claim must be in archived status for the entire month to be excluded from the active inventory count for that month. 
• If a claim was active on any day during the month, it will count as active inventory for that month.
• Billing on the first day of each month is based on inventory for the prior month.
• In order for archiving to affect a Sender’s bill, the active inventory must fall into a lower support plan tier.

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Here is an example of a Sender that wants to archive a claim in order to fall into a lower support plan tier beginning December 1.

• By October 24, the Sender requests that Vertican archive the claim. There are two methods:
  • For each claim, send the PCode vX:C901 in YGC Record 09 or in vX Record 1405.
  • Manually archive a claim one at a time in Analytics.
• On October 31, the 7-day waiting period is complete and the claim is archived.
• As of November 1, the claim becomes part of the archived inventory count for November. The claim must remain in archived status for the entire month of November.
• On December 1, the Sender is charged for November’s inventory. The claim that was archived on October 31 does not count as active inventory for November as billed in the December invoice. 
• If the new active inventory count places the Sender in a lower support plan tier, the Sender will pay the lower monthly support plan subscription as of December 1.

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In addition, Senders should keep the following in mind.

• If archiving claims results in a lower support plan tier, your monthly incident allowance will also be lower. In the above example, the lower incident allowance would take effect December 1.
• Please monitor your inventory and support tier.
  • If your inventory count causes a downgrade of your support tier, you can purchase additional incidents.
    • Extra incidents can be used immediately but expire at the end of the month.
• If you are a Platinum or Diamond client, and downgrade to Gold or Silver, your support plan no longer includes an SLA or Account Management services.

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8. What is the Service Level Agreement (SLA) for vExchange support cases?

• For vExchange support plans, only Platinum and Diamond level plans come with an SLA.
• The SLA is based on initial response time for Severity Level 1 incidents.
• The exception is that a Silver or Gold client can purchase an emergency incident during normal support hours or during weekend/holiday hours and emergency incidents come with an SLA.

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9. Are there any support guidelines that clients should follow?

Yes, Vertican has seven support guidelines that govern the provision of technical support. More information can be found on our Support Guidelines page.

• Use an authorized Support Coordinator.
• Monitor your support allowance.
• Create a support request using Vertican systems.
• Submit a single issue per support request.
• Provide sufficient documentation with your request.
• Respond to Vertican within 5 business days.
• Keep your software and account status current.

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10. Does our firm need a Support Coordinator?

Yes. Each firm should list at least one Support Coordinator on vPortal and can have as many as three. Generally the same person is the Firm Admin and the first Support Coordinator. The Support Coordinator is responsible for submitting tickets, responding to Client Success, and monitoring the firm’s incident balance. Your Firm Admin can follow instructions to Update Support Coordinators in vPortal.

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11. If we are both a Vertican Receiver and Sender, do we need support plans for both Receiver and Sender?

Yes. Vertican Senders who are also Receivers will pay for a vExchange support plan both as a Sender and a Receiver, as part of their mailbox subscription. The Vertican Receiver support plan defaults to Silver and is the same price as the prior mailbox fee, but now includes two vExchange support incidents.

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12. As a Sender, do we have the option to assist our Receivers in getting their support cases resolved?

A Sender cannot use their incidents for any Receiver. The Receiver must submit a support request.

However, Vertican is exploring the option of allowing Senders to sponsor support assistance for their Receivers. Potential options include:

• Extra Incidents: Allowing Senders to pay for extra incidents for their Receivers, over and above what the Receiver’s own support plan includes.
• Plan Upgrade: Allowing Senders to pay for an upgrade to their Receiver’s support plan so the Receiver will have additional incidents on an ongoing basis.
• Expedited Cases: Allowing Senders to pay on a per incident basis to escalate a Receiver’s support case for expedited review.

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13. Do we need a vExchange support plan if we already have support through our collections product?

vExchange support plans come with your mailbox subscription and work independently of product support plans. We have created a dedicated vExchange support team just for the launch of vExchange support plans.

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14. What if we have identified a Vertican error or bug?

If you report an issue that Vertican identifies as a bug or other error on our part, you will not be billed for the case. In other words, it will not count against your monthly support allowance.

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15. How does our vExchange mailbox / support plan relate to our collections product support plan?

You may have one support level for vExchange and another level for your collections product. The level for each support tier is based on independent criteria.

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16. How does our vExchange mailbox / support plan relate to our Analytics user count?

Your vExchange mailbox / support plan includes up to 10 active Analytics user login accounts. If your firm exceeds 10 active Analytics users, your firm will automatically be charged $99.99 per user per month for each user in excess of 10.

The Analytics website has recently been enhanced to give Receivers and Senders the ability to manage their user count by adding or deactivating users. If you do not already have a Firm Admin for the Analytics website, follow the “How to Get Admin Console” instructions in the July 2023 Analytics release email. You can also watch a short Firm Admin Tutorial.

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17. How does our vExchange mailbox / support plan relate to onboarding fees?

Senders pay a separate one-time onboarding fee of $995 per Receiver mailbox. This fee is unrelated to the vExchange mailbox / support plan subscription.

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18. How does our vExchange mailbox / support plan relate to fees for Universal Gates?

Senders can purchase Universal Gates in a similar way that you purchase DTPs. Your ability to purchase universal gates, or custom gates, is unrelated to your claim volume or other factors.

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19. How does our vExchange mailbox / support plan relate to Account Delivery & Storage fees for Senders?

Account Delivery & Storage fees are separate from the mailbox / support plan for Senders. The delivery/storage fee for archived claims is lower than that for active claims. Therefore, Senders can save on delivery/storage fees by archiving claims – subject to the following conditions.

• There is a 7-day waiting period for archives to take effect.
• A claim must be in archived status for the entire month to be billed at the lower archive rate in the invoice for the following month. 
• If a claim was active on any day during the month, it will count as active inventory for that month.
• Billing on the first day of each month is based on inventory for the prior month.

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Here is an example of a Sender that wants to archive a claim in order to save on delivery/storage fees as of December 1.

• By October 24, the Sender requests that Vertican archive the claim. There are two methods:
  • For each claim, send the PCode vX:C901 in YGC Record 09 or in vX Record 1405.
  • Manually archive a claim one at a time in Analytics.
• On October 31, the 7-day waiting period is complete and the claim is archived.
• On November 1, the claim becomes part of the archived inventory count for November. The claim must remain in archived status for the entire month of November.
• On December 1, the Sender is charged for November’s inventory. The claim that was archived on October 31 is billed at the lower archive rate for November as billed in the December invoice.

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20. What are December 2023 prices relative to what we paid before?

Please see the chart below to compare current prices with those prior to December 1, 2023. In summary:

• Senders have received unlimited free vExchange support since January 1, 2022. They are now placed on a vExchange support plan based on active claims inventory (open and closed claims). As before, Senders also pay for inventory, both active and archived claims. Senders can use the vExchange Native Business Adapter for no charge or the YGC Business Adapter at $1000 per month.
• Vertican Receivers would previously use the incident allowance from their collections product if they wanted to open a vExchange support case. Now, Vertican Receivers who stay on the Silver vExchange support plan will pay the same as they have before, but will receive 2 dedicated vExchange incidents per month at no extra charge. As before, they will also pay a monthly fee for any DTPs (CMvX and QvX are included at no charge).
• Non-Vertican Receivers previously had no support incidents included with their $199.99 monthly fee. These Receivers will now pay $499 per month for their mailbox / support plan, which will include two support cases. As before, they will also pay a monthly fee for their business adapter: either $199.99 for vExchange Native or $299.99 for the YGC Business Adapter.

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Help Center > Plans & Pricing > Pricing Charts > vExchange Support Plan FAQs