Contact & complaints

A cross-border buyer cannot walk into the shop, so here is everything needed to reach a person, and what to expect when you do.

Ask for a price

Tell us the product and how many seats. Some licences — Autodesk among them — are quoted rather than shelved, and volume pricing is lower than the shelf price on the rest. Either way you get a figure back, not a brochure.

Who we are

Getting in touch another way

• Email: info@vertexinfosolutions.com — if you would rather keep the thread in your own mailbox.
• Monday to Friday, 04:00–13:00 UTC (09:30–18:30 IST)

Hours are given in UTC as well as local time because most of our customers are in another timezone. A message sent outside those hours is answered the next working morning, not days later.

What to include

• Your order number, if you have one.
• The email address the order was placed with.
• What went wrong, and what you would like done about it.
• For a quote: the product, the seat count, and the term you want it for.

How long we take

• Acknowledgement within one business day.
• A substantive answer within three business days. Where an answer depends on the publisher — a licensing transfer, a volume band — it takes longer, and we will tell you that rather than go quiet.
• Resolution of a complaint within 30 days.

Escalating

A complaints contact has not been configured for this deployment. This has to be filled in before the store takes a real order.

If we still cannot agree

Consumers in the EEA and the UK may refer a dispute to an alternative dispute resolution body in their own country. Wherever you are, you keep every right your local consumer law gives you — see terms of sale.

Security reports

Found a vulnerability in this website? Email the address above with “security” in the subject. We will acknowledge within one business day and will not pursue anyone who reports responsibly.