Last updated: July 18, 2026
This page documents the response and resolution targets Tax Corpus aims to meet for customer support. It is maintained by Tax Corpus and is intended to set clear expectations for our clients across the USA, UK, and Pakistan. It does not replace any service-specific engagement letter you may have signed with us.
1. Hours of Operation
- Standard hours: Monday – Friday, 10:00 AM – 7:00 PM Pakistan Standard Time (PKT).
- Out of hours: Messages received outside standard business hours are answered the next working day. Emergency incidents (see SEV-1 below) are monitored and handled 24/7.
- Public holidays: We observe major regional public holidays; out-of-hours response rules apply during these times.
2. First-Response Targets
| Channel | Target (Business Hours) |
| Live chat (Client Portal) | Within 15 minutes |
| WhatsApp (+92 336 6518 557) | Within 30 minutes |
| Email ([email protected]) | Within 4 hours |
| Order chat (Existing engagement) | Within 2 hours |
| Payment verification (Bank transfer receipt) | Within 2 hours |
3. Resolution Targets by Severity
- SEV-1 (Portal down / Payment gateway broken): Mitigation initiated within 4 hours, 24/7.
- SEV-2 (A specific feature is broken for you): Fix or viable workaround provided within 1 business day.
- SEV-3 (General question or how-to request): Answered thoroughly within 2 business days.
- SEV-4 (Cosmetic issue / Nice-to-have feature): Logged and tracked in our internal development backlog.
4. What Counts as a “First Response”
A first response is a substantive reply from a Tax Corpus team member—either a direct answer, a clarifying question necessary to proceed, or a formal acknowledgement with an Estimated Time of Arrival (ETA) for a solution. Automated replies and read receipts do not count toward these targets.
5. What We Ask of You
- Keep it Contextual: Use the specific order chat in your portal for anything tied to an existing engagement. This keeps your compliance file complete and organized.
- Provide Details: Include relevant screenshots, your entity name, order IDs, and the email address associated with your account when writing to support.
- Be Prompt During Tax Season: For active tax filings or corporate formations, please respond within 48 hours when we request additional financial or identity information. This is critical to ensure we meet stringent IRS, HMRC, SECP, or FBR statutory deadlines on your behalf.
6. Escalation
If a response target is missed, simply reply to your existing support thread with the word “escalate” or send a direct email to [email protected] with “ESCALATION” in the subject line. Escalations bypass standard queues and are reviewed by a senior management team member within 2 business hours.
7. Status & Outages
For platform availability and known portal issues, please refer to our system status page. During an active outage, the standard response targets above are temporarily paused for non-incident queries until core services are fully restored.
Note: These targets are best-effort commitments. We track them strictly internally and report on any missed targets during our quarterly service and compliance reviews with retainer clients.