enQ is a subscription service to reach IRS agents quickly with a base fee of
- 30,000 credits/mo
- Unlimited users
- Unlimited calls
- Roll-over credits
- Practitioner Priority Service
- ACS Collections
- Correspondence Examination
- Identity Verification
- e-Help Desk (e-Services)
- Lien Line
- Brookhaven (Holtsville) OIC
- Tax Exempt
- Business Resolution
Credits are used on a per-call basis using the following formula:
Billed Credits = Duration of Call x Credits per Minute
Duration of Call refers to the time on the IRS line, meaning the elapsed time between:
a) time that enQ bridged your call to the IRS line and
b) the hangup time.
The Credits per Minute rate is dynamic and calculated for each call. The rate is based on the supply and demand for that particular department and the time of day. enQ will quote the rate to you at the time of your call. enQ's objective is to charge the lowest credits per minute rate that provides an adequate level of service, balancing the supply and demand across all of its customers.
Supply is defined as the quantity and difficulty in reaching an agent at a particular department and time of day. Supply is limited as the IRS answers a finite number of calls per day. In addition, reaching an IRS agent can be difficult due to the IRS’ courtesy disconnects and long hold times.
Demand is defined as the number of enQ customers desiring to connect to those agents at that particular department/time of day.
For example, the rate for a popular IRS department at 7 am EST may be significantly less than the same department at noon. The rate for a low-demand IRS department may be low regardless of the time of the day.
The Credits per Minute rate starts from 20 credits per minute and can be 100 credits per minute (or more) for the most popular IRS departments during peak times (noon).
The bill duration increment is one second. For example, if a call duration were 330 seconds (5.5 minutes) at a rate of 70 credits per minute, the billed fee would be 5.5 * 70 = 385 credits. This fee excludes taxes, which will be added to the monthly invoice.
Handling of Credits
Credits are deducted from your account after each completed call.
If you consume more credits in a month than your plan, you will be billed $0.01 per credit for each additional credit.
If you consume fewer credits in a month than your plan, you will receive roll-over credits. The maximum number of roll-over credits that you can accumulate is equal to three times your monthly plan credits. For example, if you are on the $300/mo for 30k credits/month, you can accumulate up to 90k credits.
Roll-over credits are consumed first (before plan credits). Bonus/referral credits show up as rollover credits. Credits have no cash value but can be used with the enQ service.
enQ subscription fees are paid at the end of the month.
However, an initial account deposit is collected/updated when a subscription is created or changed. The account deposit will be applied to the final invoice upon cancellation.
In general, the account deposit is $300 for users on the standard $300/mo plan. enQ reserves the right the update the deposit amount so that it is reflective of your monthly usage. For example, if your monthly usage is regularly $1,000/month, enQ may increase your account deposit to $1000.