Support Services

Help is always to hand

Expert Legal IT Support

High quality support services are at the heart of our business.

We follow well established ITIL practices and our performance is continually measured against an all-encompassing pre-agreed SLA, governed centrally by our fully automated helpdesk systems and procedures which include but is not limited to:

Management and maintenance of all Cloud Hosted Servers
Full end user access to the Support helpdesk from 8am to 6pm Monday to Friday with VIP service for Partners/Directors. Extended support hours are also available up to 8pm in the evening and between the hours of 10am and 2pm on Saturdays and Sundays
Monthly reporting on incidents/tickets logged, turnaround times, backup reports etc. Including where appropriate and necessary, agreed Disaster Recovery test cycles
A quarterly progress review conducted by our Service Delivery Manager and one of our Directors either on site or by phone
Centralised management of all faults i.e. a PMS fault/issue occurs, log that with us, we will respond to the fault/issue in the first instance and where necessary log this on your behalf and follow up with the appropriate vendor. Likewise, this approach can be applied to other vendors too, for example Broadband providers, connectivity, telephony, dictation, court forms applications and so on
Customer online portal to track all ticket lifecycles across your firm with access to monthly service reports and live project schedules