Our mandate is to deliver a level of customer support that is unparalleled in the industry, 24/7. According to our clients, we succeed.
“We understand the needs of law firms, and can turn challenges into opportunities.”
SydneyPLUS LawPort is a customer-driven company. Therefore, our full range of customer support programs reinforces the value we place on putting our clients' needs first. Not only do we deliver on our promise of unparalleled customer support, 24/7, but we also constantly explore our clients' future priorities — ensuring that we align our service activities with our clients' evolving needs.
Commitment to Excellence Guarantee
We are guided by a straightforward client services philosophy.
The Four Principles
- We're Available and will quickly respond to all requests.
- We make promises and follow through on them.
- We will exceed your expectations every time.
- We will provide you with the skills to make the most of your investment in SydneyPLUS LawPort.
We are easy to reach. What should you expect?
- A sense of urgency: We do everything we can to make sure you are up and running at the earliest time possible.
- No calling queues: When you contact us by phone, there are no queues or options to negotiate when you call; you will have a live representative at the end of the line, ready to work on your question immediately.
- Fax, and e-mail are equally urgent: Fax, emails and other written communications are treated with the same urgency as telephone calls.
- Onsite support is available: If required, onsite visits can be arranged.
Commencement of Support
Service commences immediately when an agreement is reached regarding the purchase of a product or custom consulting project. If service is tied to a specific project, it continues until the client has “signed off” on the project.
Inclusive Services
Support is available to every office and every person utilizing a SydneyPLUS product in the organization, anytime you choose to call us. As such, we do not require that you centralize through a designated contact.
Methods of Communications
Support services are provided by telephone, web, email, fax, web conferencing and remote access – whichever best suits the situation and your needs.
Client Services Help Desk Availability
Client Support is available 24/7 from our three offices located in New York, Vancouver and Nottingham. When you call, you will be talking to a person—not a machine. A majority of calls for service are passed to a qualified representative who is able to begin working on your concerns immediately.
Support is available 24/7 including holidays.
| North America |
9 a.m. to 8 p.m. EST |
| United Kingdom |
8:30 a.m. to 5:00 p.m. GMT |
Our team provides 24/7 international support
To reach us, please see our Contact Us page.
Every service call we handle is recorded in our global tracking database. Our Client Services Department uses an internal system that records every incident and every response. This means that all members of our Client Services Team know what is happening at every client site. In addition to providing us with an effective tool to manage outstanding requests, it also enables our team to quickly identify solutions to similar issues. Finally, the information in the database is used to guide the efforts of our development team.
All calls are handled by a representative and worked on immediately. Voice mail is not used as a method of response at the Client Services Help Desk. Ninety-eight percent of all calls are closed the same day. Clients whose complex requests cannot be resolved immediately will have their call escalated to the Help Desk Manager. This does not replace a direct live response from our Client Services Team.