Support

If you require software support for your installation of General Ledger Manager, you may contact a Thomson Reuters software support team member using the method below that is most convenient for you:

• Send an e-mail message to either one of the following addresses: onesourcesupport@thomsonreuters.com or onesourcefirmeditionsupport@thomsonreuters.com.
• Send a message using the ONESOURCE Email Income Tax Support Gadget. An email sent using this gadget on the ONESOURCE platform will create a support case within the Thomson Reuters HEAT system.
• Call 1-800-327-8829, ext. 333 to speak with a software support team member.

When contacting support, you should provide all of the following information:

• Your 4-digit personal account number (PAN);
• A reference to General Ledger Manager as the product for which you require support; and,
• The details of your support issue.

Notes: If you do not know your PAN, then contact your Thomson Reuters Client Services Manager who should be able to provide you with it.

When you contact support for the first time, you may be asked for additional identifying information such as your name, location, telephone number, and e-mail address when necessary.

Granting Support Access to Thomson Reuters

If your request for support requires a Thomson Reuters software support team member to access your General Ledger Manager data, then a General Ledger Manager administrator within your company must deliberately grant support access to Thomson Reuters. Thomson Reuters support cannot access your data unless you provide access. When your support issue is resolved, a General Ledger Manager administrator in your firm should revoke access to Thomson Reuters support, though access can be revoked at any time. .

To allow Thomson Reuters support to access your data, a General Ledger Manager administrator must do the following:

1. Click Settings in the top right corner of the application.
2. Click the Grant Support Access to Thomson Reuters command to select it. A check mark appears beside the item in the menu.

To remove access to your data, do the following:

1. Click Settings in the top right corner of the application.
2. Click the Grant Support Access to Thomson Reuters command to deselect it. The check mark beside the item in the menu should be removed.