Supporting Your Practice

1. Overview

As part of our Software License and Support Agreement with customers, we undertake to resolve defects, technical or operating errors in the Licensed Software and to provide customers with reasonable support and updates within a reasonable time.

2. Objectives

This document aims to:

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

3. Service Management

3.1 Service Availability

The Helpdesk team is available during the following regional business hours:

Telephone support:

Australia: 02 9046 6900 - Available from 8:30 A.M. to 5:30 P.M. (AEST/AEDT), Monday to Friday
United Kingdom: 0121 630 3593 - Available from 9:00 A.M. to 5:30 P.M. UTC, Monday to Friday

Email support: support@efimis.com - available 24/7

Australia: Monitored 8:30 A.M. to 5:30 P.M. (AEST/AEDT), Monday to Friday
United Kingdom: Monitored 9:00 A.M. to 5:30 P.M. UTC, Monday to Friday

Web support:

Submit a support ticket via the Support Portal - available 24/7

Australia: Monitored 8:30 A.M. to 5:30 P.M. (AEST/AEDT), Monday to Friday
United Kingdom: Monitored 9:00 A.M. to 5:30 P.M. UTC, Monday to Friday

Calls, emails, and web requests received outside regional business hours will be collected and may be actioned. However, responses are not guaranteed until the next working day.

3.2 Support Requests

The EFIMIS 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. EFIMIS reasonably endeavours to respond to service related incidents and other requests 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

*Response times refer to business hours within the applicable region, unless otherwise specified.

3.3 Fair Use

EFIMIS 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.
EFIMIS will hold to the agreed timeframes above after the priority of the ticket has been ascertained by the support team.

4. Software Updates

EFIMIS is 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, based on our core 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, determined by customer requirements and completed development work. We may also make smaller updates on a more frequent basis as necessary.

5. Customer Responsibilities

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 (support@efimis.com) 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 EFIMIS helpdesk team when resolving a service related incident or request.
Provide all assistance to the EFIMIS 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. EFIMIS Responsibilities

EFIMIS 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 as appropriate
Notify customers as appropriate in advance of all scheduled maintenance

7. Our Services

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

Your firm is also automatically included for invitations to live webinars covering topics such as new feature demonstrations and training sessions.