Support Policy

back to home

Support Policy

Effective Date: April 14, 2026

At MaxScale Accounting, we are dedicated to providing timely and accurate support to ensure your financial operations run smoothly. This policy outlines our standards for communication, technical assistance, and service delivery.

1. Scope of Support

Our support services are categorized into two areas:

  • Technical Support: Assistance with accessing our secure client portal, password resets, file upload issues, and navigating our digital platforms.

  • Professional Support: Clarifications regarding your filed taxes, bookkeeping entries, or financial reports. (Note: In-depth consulting or new project requests may fall outside standard support and require a separate engagement).

2. Communication Channels

To ensure security and efficiency, please use the following channels:

  • Secure Portal: For sharing sensitive financial documents and tax records.

  • Email: For general inquiries at [Insert Email Address].

  • Phone: For urgent matters during business hours at [Insert Phone Number].

  • Scheduled Consultations: For deep-dive financial reviews (must be booked 24 hours in advance).

3. Response Time Standards

We strive to respond to all inquiries as follows:

  • General Inquiries: Within 1–2 business days.

  • Technical Portal Issues: Within 24 business hours.

  • Tax Season Peak (Jan 1 – April 15): Responses may take up to 3 business days due to high volume. We prioritize inquiries based on filing deadlines.

4. Client Responsibilities

To provide the best support, we ask that our clients:

  • Provide complete and accurate documentation in a timely manner.

  • Use our secure portal for all PII (Personally Identifiable Information) rather than standard email.

  • Notify us immediately of any changes in business structure, contact information, or financial status.

5. Service Availability

Our standard support hours are:

  • Monday – Friday: 8:00AM-9:00PM

  • Sunday: 2:00PM-7:00PM

  • Holidays: Our office follows all federal bank holidays.

6. Emergency Support

For critical issues, such as notice of an immediate IRS audit or payroll system failures, please include “URGENT” in your email subject line or call our office directly. We will make every effort to prioritize these cases.