Documentation, Support, and Training

Documentation

We offer integrated documentation covering software, tax processing, and administration.

Help

Our extensive help systems provide step-by-step procedures and reference information, if applicable, for all Organizer screens. Full-text search capabilities are also available.

Product Guides

Numerous product guides are available on our Customer Center site or are integrated into our extensive help systems. You can locate a comprehensive list for each tax application under Current Year Guides on the left menu in the RS Help site for each application.

Release Notes

Release Notes contain the following sources of information:

  • New for This Release delivers current information on what is included in each new release.
  • Open Issues alerts you to any limitations in the current release, as well as helpful hints, corrections, and changes.

You can access these documentation resources on the Customer Center site or under Current Year Release Notes on the left menu in the RS Help site for each application.

Support

Telephone Support

Thomson Reuters provides a telephone support entitlement as part of your annual license fee. This entitlement includes year-round support via a toll-free 800 number and offers assistance with tax processing, including installing your equipment and software.

If you encounter a problem or have a question regarding our products, call Product Support at 1-800-327-8829 weekdays. For regular and extended hours, please refer to the Product Support Schedule. The schedule is mailed to all clients annually and posted to the Customer Center site. Refer to the schedule for detailed information on the hours of operation and holidays.

Thomson Reuters Professionals

Thomson Reuters provides the highest level of customer assistance in the industry, offering numerous options for the convenience and needs of you and your entire tax department:

  • Telephone Support: Speak directly with a support representative trained to answer product questions, make updates to your account, provide advice and expertise to resolve most issues.
  • Email Support: Working after hours or do not have time to talk to someone on the phone? Send us an email and we will reply to you. Access our easy-to-use Customer Center site anywhere, anytime to submit a question or ask for help.
  • Client Service Managers (CSM): Our field-based CSMs are dedicated to providing a level of customer support that is unparalleled in the industry.
  • Direct Support: For customers needing a higher level of dedicated support, Thomson Reuters offers Direct Support at 1-800-327-8829.

On-Site Support

Client Support Managers (CSMs), located in most major cities throughout the United States, assist in training and installation. We recommend one day of on-site assistance from a CSM, although larger practices may require additional days. The CSM can conduct training at your site to help ensure successful use of our products.

We provide optional CSM professional services on request for an additional fee plus travel expenses.

Training

ONESOURCE University, a learning platform, provides a forum for planning and accessing options for the professional development of your entire tax organization. Choose from a variety of training options designed to increase proficiency for users of every level on all software features and functionality. Through ONESOURCE University, you will have access to live and on-demand courses, the capability to search for training on a variety of topics, register for classes and manage CPE reporting.

CPE Credit

We are registered with the National Association of State Boards of Accountancy as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses. Complaints regarding registered sponsors can be addressed to National Registry of CPE Sponsors, 150 Fourth Avenue North, Suite 700, Nashville, TN, 37219-2417 or by visiting the web site: http://www.learningmarket.org

Annual User Conference

The Annual User Conference offers workshops for you to keep abreast of tax law and software changes. It also provides you with the opportunity to informally contact other ONESOURCE Income Tax customers, Thomson Reuters developers and support personnel. The sessions are organized by major areas of interest for ONESOURCE products, including:

  • Tax Law & Research
  • Managing the Corporate Tax Department
  • Income Tax (Domestic, Insurance, International)
  • WorkFlow Manager
  • Calendar
  • Data Query
  • Tax Provision
  • Fixed Assets
  • Transfer Pricing
  • Information Reporting

Many of the sessions keep you up to date on our products, including overviews of new enhancements and tips on how to get the most from the software.

Hands-on sessions during the conference provide an opportunity to use the software with live instruction.

 

 

 

RS Resources/support.htm/TY2021

Last Modified: 06/30/2020

Last System Build: 09/25/2022

©2021-2022 Thomson Reuters/Tax & Accounting.