ONESOURCE Support Guidelines and Best Practices

This guide outlines the support guidelines and best practices for utilizing the ONESOURCE support services provided by Thomson Reuters. It details the procedures for contacting support, including case management and premium support options. The document emphasizes the importance of providing detailed information when creating support cases to expedite resolution times. It also explains the service-level agreements (SLAs) that govern response and restoration times based on the priority levels of incidents. The guide includes recommendations for maintaining effective communication between customers and support personnel, as well as the necessity of involving IT administrators in certain situations. Additionally, it provides information on the handling of system outages, maintenance notifications, and the implications of custom integrations on support coverage. The document concludes with a list of US holidays observed by Thomson Reuters, which may impact support availability.