Help Center

What to expect in terms of Support

LawMaster Service Desk hours:

  1. During Business hours: 08:30 to 17:00 AEST, Monday to Friday excluding public holidays for the Brisbane, Queensland Region (https://www.qld.gov.au/recreation/travel/holidays/public).
  2. For out of hours system outages please send an email to support@lawmaster.com.au or through our support portal (LawMaster Support) with all the relevant details of the issue (i.e. any screenshots, steps to replicate, number of users impacted etc.)

Turnaround times:

  1. Critical: the LawMaster software is rendered inoperative or is unable to be used for essential processing functions. Acknowledgement within 1 hour of learning of the problem. First update to customer within 4 hours, whenever possible. Further updates at 4-hour intervals. Within 1 business day LawMaster will use all reasonable efforts to provide a workaround or a fix, or failing this, LawMaster will provide a plan for urgent rectification.
  2. High: Essential processing functionality or software access interrupted, degraded or unusable, having a severe impact on availability. No acceptable alternative is possible. First update to customer within 4 hours. Further updates as required. Within 2 business days LawMaster will use all reasonable efforts to provide a workaround or a fix, or failing this, LawMaster will provide a plan for urgent rectification.
  3. Normal: Non-critical processing is unusable or hard to use having an operational impact, but with no direct impact on LawMaster availability. A workaround is available. First update to customer within 2 business days. Further updates as required.
  4. Low: First update to customer in due course. Further updates as required.
  5. System Outage Out of Hours: After Hours Emergency System Outage Support is provided on a best endeavors basis for system outages.
    Emergency support can be logged by sending an email to support@lawmaster.com.au or through our support portal (LawMaster Support) The technical team will use its best efforts to contact you to resolve the issue but this is subject to staff availability and other priority incidents.

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