Frequently Asked Questions

If you've got questions, we've got answers.

Q. I am concerned that Vertex is located in Ohio and that the quality of your customer support will suffer as a result. Tell me why we should even consider Vertex since we are located in Kansas and you are in Ohio.

A. The Internet has made a huge difference in our lives and this case is no exception. But good service is more than close proximity or an Internet connection. Good service is about the commitment to deliver quality service, employing dedicated customer support staff that are well trained and who genuinely care about the customer. Vertex Customer Support staff consists of six full-time staff whose primary responsibility is to answer calls. Most calls are immediately answered by a support rep when a customer calls. Plus we use GoToAssist software and the Internet to connect to your desktop when you call. That way, we see the same thing that you are seeing. Whether it is providing instructions on how to use a feature or transferring a file and getting you on your way quickly. So in many ways, our response time is faster than another company that is in your same city. I suggest you talk with other customers that have worked with us for years and verify what I am saying—that way you will be sure.


Q. We are a small agency and I have heard that Vertex is good but it is expensive. We cannot afford Vertex.

A. We recently started pricing our software for client payroll and case management based upon the number of consumers an agency serves. Since the price is now dramatically less than before, you might want to check with us directly since the price that someone else paid can be very different from your price.


Q. At first look it appears that Vertex nonprofit software is more than what we need. We are a small agency and do not have a huge budget for software. Does Vertex have any products for small agencies like ours?

A. You are not the first person that had the initial impression that Vertex is only for large agencies. It is true that our complete set of products is used by many larger agencies. When you look into Vertex further you see that our products for client payroll, case records, and accounting are in use by many smaller agencies. This happens for several reasons. One is that you can license only the functionality that you need so you do not pay for software that you cannot use. And second, pricing is a function of your agency size. And let's face it, would you rather buy software that from day one only does what you need now or software that allows you to grow?


Q. We are not networked and only have 50 consumers. Can we install Vertex Client Payroll Manager on a standalone computer?

A. Yes you can install our Client Payroll Manager on a single standalone computer. Windows 2000 or Windows XP Home or Professional can be used. The software's hardware requirements are not excessive—typically any computer purchased in the last few years works fine.


Q. I have heard that Vertex Financial Manager is expensive. Do you sell another accounting system that costs less?

A. Vertex Financial Manager is licensed so that you purchase only the core functionality and user licenses that you need. In this way you get a robust integrated system for a lesser price. In addition, you receive an accounting system that has been enhanced for the needs of agencies just like yours.


Q. Job Manager seems like it is exactly what we need in order to help manage our subcontracts. What is the profile of the typical customer that is using Job Manager?

A. Job Manager is designed for agencies that have higher volume subcontract jobs. Typically a customer of Job Manager will have subcontracts of more than one million dollars per year, have the need to accurately track all costs for a job, not just labor (which can be done with our Workshop Payroll Manager), provide a high level of responsiveness to the customer, and control inventory.


Q. We are interested in the some of the Vertex software but first we need to get a better idea of whether it will work for us. How can we do that?

A. We will first schedule a call to discuss your needs and review any requirements documentation that exists. We will let you know if we are deficient in any of the areas. We also review budgets to determine if the costs of acquiring the products is in line with your budget. If all is still okay, we will schedule a demonstration where we will walk your team through the software and demonstrate how the products address your needs and where they differ.


Q. How can we get a demo of the Vertex software?

A. Just submit a request from our website or give us a call. Demonstrations are scheduled once we jointly determine that what you require can be accomplished by our products. If the product cannot do what you need, we do not believe we should waste each other's time in a demo so we try to give you answers early in the process.


Q. I could not find any pricing information on your website. How do we find out if the cost is in line with our budget?

A. Our software products are priced based upon the modules and options you choose, the number of consumers you serve and the total number of users that will be using each functional area of the Vertex nonprofit software. As soon as we are able to provide you an estimate of costs it is in both of our interest for us to do so. If the software and services you require are beyond your budget we want to establish that early so neither of us wastes our time. We typically can give ballpark pricing after a short discussion with you.


Q. We had a bad experience with a software vendor before and do not want to spend a lot of money and then find out that the software does not do what we thought it did. How can we avoid that this time?

A. First we would have a short discussion with you to hear directly from you what your requirements are for our product. Sometimes there are error flags right then and we can immediately let you know where our product may be deficient. Additionally, as part of this same process we will drill down from your requirements and explore some of the finer points. Then, if we have not been able to disqualify our product, we will arrange a demonstration of the features you need. In this way we both can make sure that the way our products work will be suitable for you. Sometimes additional functionality is required beyond what our standard product contains. In these cases we are willing to make a software modification, at additional cost, to fit your exact needs.


Q. We had a custom client data system written for us and it just isn't working out. We have paid a lot of money, more than I ever expected and I see no end in sight. Can Vertex convert our data so we do not have to reenter it?

A. The basic consumer data can easily be imported into Vertex Case Records Manager and/or Client Payroll Manager by exporting it into our standardized import CSV format. Importing other data will require assistance from Vertex. As with all data, prior to importing it into a new system you want to be sure that the data is correct. Importing erroneous data into any system does not maintain trust in the others who must use it.


Q. We have a Novell Netware Server. Can we install Vertex software since we do not have a Windows 200x Server?

A. You will need to install a Windows Server and make it part of your Novell Network so that all users have access. Novell readily accomodates this setup. Several Vertex customers operate with this setup.


Q. We have a LAN and a wide area network (WAN) that connects our different sites. How can those users at our remote sites run Vertex?

A. WAN users can have complete access to Vertex applications by providing them access through Microsoft Terminal Services, an option that is part of Windows Server. By using Terminal Services low bandwidth connections like DSL or T1, it can be easily used while providing rapid response rates.


Q. Does some of the information I entered for Vertex Client Payroll need to be re-entered when we buy Vertex Case Records?

A. No, absolutely not. The Vertex Client Payroll Manager is part of a single database that includes the functionality to also do Case Management. When you buy only one of these products your license allows you access to only the functionality that you purchased. When you license Vertex Case Records, whatever you entered into Vertex Client Payroll Manager before will automatically be visible in the new products and vice versa.