Implementing new accounting software is pointless if your team doesn't know how to use it. Most tax and accounting software vendors offer support and training, but the scope, depth, and cost vary wildly—and many customers don't realize what they're actually getting until they need it. Understanding what's included (and what costs extra) can save you thousands of dollars and weeks of implementation headaches.
What's Typically Included in Standard Support
Most mainstream accounting software—QuickBooks Online, Xero, FreshBooks, and similar platforms—bundle basic support into their subscription. This usually includes:
- Email and chat support during business hours
- Access to an online knowledge base with tutorials and FAQs
- Community forums where users share solutions
- Software updates and bug fixes
However, "standard" support doesn't mean unlimited hand-holding. Response times typically range from 24 to 48 hours for non-critical issues, and support staff may not be familiar with your specific industry workflows or tax requirements. For small businesses running simple invoicing and expense tracking, this is often sufficient. For firms managing complex multi-entity structures, payroll integrations, or specialized tax scenarios, it falls short quickly.
Training Options and What They Cost
Training is where costs diverge significantly. Here's what to expect:
Self-service training (included or free)
- Video tutorials and documentation
- Webinars hosted by the vendor
- Cost: $0–$200/month subscription
Group onboarding sessions ($500–$2,000)
- 1–2 hours with a vendor trainer via video call
- Best for teams of 3–10 people getting up to speed simultaneously
- Usually scheduled within 2–4 weeks of purchase
One-on-one consulting ($150–$400 per hour)
- Personalized setup, configuration, and workflow training
- Essential if you're migrating from legacy systems or have unusual requirements
- Can take 10–40 hours depending on complexity
Dedicated implementation services ($3,000–$15,000+)
- Full project management, data migration, team training, and ongoing support
- Reserved for enterprise clients or complex transitions
- Timeline: 6–12 weeks
Many mid-market firms choose a hybrid: they buy one or two group training sessions upfront, then hire a freelance accountant or bookkeeper familiar with the software for a few hours to customize reports or set up tax tracking.
What to Look for in Support Agreements
Before committing, confirm these specifics:
- Response time guarantees: Is there an SLA? Does it vary by issue severity?
- Support channels: Phone, email, chat, or only web-based?
- Industry expertise: Do they have support staff trained in your vertical (e.g., nonprofit accounting, multi-state tax)?
- Data migration assistance: Is it included, or a separate paid service?
- Ongoing support model: Is support continuous, or limited to a 30–90 day implementation window?
- Tax update coverage: Do updates for new tax codes, forms, and regulations cost extra?
For tax-specific software like Lacerte, UltimateTax, or TurboTax Enterprise, confirm that support includes guidance on tax law changes and form updates for the filing season—not just troubleshooting button clicks.
Red Flags and Negotiation Points
If a vendor quotes you $5,000+ for training without an itemized breakdown of hours and deliverables, push back. Similarly, watch for:
- Support "sunsets" after 90 days (common with resellers)
- Training that's only available during tax season rush
- No written documentation of what was configured or why
- Hidden costs for API integrations or third-party add-ons
For medium-sized firms, negotiate package deals: combine software licensing with a fixed number of training hours at a discounted rate. Most vendors have room to bundle, especially if you're committing to a multi-year contract.
Ongoing Support vs. One-Time Training
Don't confuse initial onboarding with ongoing support. After your team is trained, plan for:
- Monthly or quarterly check-ins (often $200–$500/session) to review processes, troubleshoot, and optimize workflows
- Annual training refreshers for new staff or software updates
- Access to premium support tiers ($50–$200/month extra) if you need faster response times
If your firm is under 10 people and relatively stable, standard support usually suffices. If you're growing, managing multiple client portals, or running payroll integrations, ongoing support becomes a business necessity, not a luxury.
Mercoly makes it simple to compare support and training offerings side-by-side from multiple tax and accounting software providers, so you can match service levels to your actual needs and budget.
Frequently Asked Questions
Q: Is training usually included in the software price? A: Basic self-service training and documentation are included, but personalized one-on-one or group training sessions cost extra—typically $500 to $2,000+ depending on complexity and duration.
Q: What happens to support if we switch vendors? A: Your old vendor's support ends immediately; you'll need to sign up for support with the new provider, which may require a new training investment to transition workflows and data.
Q: Can we negotiate better support terms if we buy a multi-year contract? A: Yes—most vendors will bundle additional training hours, extended implementation support, or priority phone support into a longer-term agreement at a discount.
Start comparing support packages from trusted providers today on Mercoly.