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 [email protected] or through our support portal https://support.lawmaster.com.au/support/home 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 Client 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 Client 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. Medium: 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 Client within 1 business day. Further updates as required.
   
   
4. Normal: First update to Client within 1 business day. 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 [email protected] or through our support portal https://support.lawmaster.com.au/support/home. 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.