Supporting Your Practice

Modified on Wed, 8 May, 2024 at 3:53 PM

This article is aimed at our clients within the AU region.

1. Overview

As part of our Software License and Support Agreement with customers, we undertake to resolve defects, technical or operating errors should they occur in the Licensed Software and to provide customers with reasonable support and updates of the Licensed Software within a reasonable time. “Client Software” means the software that is installed and run on a user’s computer.

2. Objectives

The objectives of this document are to:

Provide clear reference to service ownership, accountability, roles and/or responsibilities
Present a clear, concise and measurable description of service provision to the customer
Match perceptions of expected service provision with actual service support & delivery

3. Service Management

3.1 Service Availability

The PracticeEvolve helpdesk team will be available to assist customers at the following times:

Telephone support:
Available by phone call to 02 9046 6900 between the hours 8:30 A.M. to 5:30 P.M. (AEST) Monday – Friday;
Email support:
Available 24 hours by email to evolvegosupport@practiceevolve.com, Monitored 8:30 A.M. to 5:30 P.M. (AEST) Monday – Friday
Web support:
Available 24 hours by submitting a new ticket via our Support Portal, Monitored 8:30 A.M. to 5:30 P.M. (AEST) Monday – Friday
Calls, emails and web requests received outside of the above hours will be collected and in many cases will be actioned, however no action is guaranteed until the next working day

3.2 Support Requests

The PracticeEvolve support team will classify each support request at the time it is received based on the likely impact of the issue on the customer submitting the request and other customers. PracticeEvolve reasonably endeavours to respond to service related incidents and/or other requests submitted by the customer in the following time frames:

Priority	Description	Response Time*
Urgent	Systems, processes or operations are critically affected by a defect or incident in the Software which renders the software inoperable across the entire business	< 1 hour
High	Systems, processes or operations are critically affected by a defect or incident in the Software causing disruptions for one or some users (less than the entire business). Or systems, processes or operations are affected by a defect or incident in the Software causing minor disruptions across the entire business. Temporary workarounds may be supplied until a software change is presented.	< 8 hours
Medium	Systems, processes or operations are affected by a defect or incident in the Software causing minor disruptions for one or some users (less than the entire business). Or systems, processes or operations are affected by a defect or incident in the Software across the entire business without disruptions.	< 48 hours
Low	An issue or request that requires a resolution or feedback, but does not cause disruptions to the business.	< 48 hours

*all times are within business hours unless explicitly stated otherwise

3.3 Fair Use

PracticeEvolve agrees to provide support under the following conditions:

Support may not be used as a substitute for training. If the majority of your organisation’s tickets are training based, you may be invoiced for additional training
PracticeEvolve will hold to the agreed upon timeframes above after the priority of the ticket has been ascertained by the support team.

4. Software Updates

PracticeEvolve is fully committed to the development of high quality, practical and user-friendly software solutions for the legal profession. We take pride in our products and reputation, which are based on our core key values: Innovation, Quality service and Technical excellence. We aspire to constantly improve our software in alignment with customer needs.

Our software development process involves periodic updates and releases, which are determined by customer requirements and completed development work. Additionally, we may make smaller updates and tweaks on a more frequent basis as necessary.

5. Customer Responsibilities

In order to provide a consistently high-level of service support and delivery, we ask that customers:

Make all support requests as soon as possible following the discovery of any issue.
Where possible, submit support requests in writing (as separate items) to our email address (evolvegosupport@practicevolve.com or such other email address we provide) or via our Support Portal. This ensures the request is received into our automated ticketing system and allows us to better manage the resolution of issues.
Make a staff member available to work with the PracticeEvolve helpdesk team when resolving a service related incident or request.
Provide all assistance to the PracticeEvolve helpdesk team so that remote administration tools (such as TeamViewer or Remote Desktop) can be used and full access gained to your computer systems to enable resolution of the issue.

6. PracticeEvolve Responsibilities

PracticeEvolve undertakes to:

Meet response times and ensure support is available as set out in the Service Management section above
Continue to develop and evolve the Licensed Software as set out in the Software Updates section above
Notify customers in advance of any new software update releases and make release notes available to customers as appropriate
Notify customers as appropriate in advance of all scheduled maintenance.

7. Our Services

Your subscription/support agreement allows you access to log in to our Support Portal and EvolveCommunity to access all our training guides, videos, and FAQs.

Your firm is also automatically included for invitations to live webinars which will cover a range of topics such as new feature demonstrations and training sessions.