Help Desk
For support and feedback select the 'Contact Helpdesk' icon, the green plane icon , from the top right hand corner of any Wise Owl Legal screen.
You will be taken to the Help Desk page where you can follow various links to other helpful areas or for a specific issue, you can log a support call.
Technical Support
Technical Support is for any problem where Wise Owl Legal Software is not operating as intended by the developers.
Response Times:
System Down, No One Can Work
2 business hours
System Bug, Some Staff Cannot Work
4 business hours
System Bug, Staff Can Still Work
8 business hours
Custom Report Requests
Fee for service basis (unless on support contract)
Additional Training Requests
Fee for service basis (unless on support contract)
Assistance with Trust Accounting or Accounting Transactions
Fee for service basis (unless on support contract)
Once you log a support call, our friendly Help Desk staff will contact you by phone or email to assist you with your request in line with your support contract.
For support requests that are not urgent, please try searching the Knowledge Base or How-To Guides. There are also Frequently Asked Questions pages for your convenience.
Request Details
If you have chosen to fill in the request details form, there are a few necessary fields to help us fix your problem.
To assist not only the technicians at Wise Owl Legal but also you, the user, the support and feedback section has been separated into categories.
Selecting the most appropriate category will allow for a quicker response and help us to help you.
Token from Error Page
If the problem encountered is an error page, a token will help support staff find the details of your error promptly.
Request Summary
Please provide a brief summary of what your problem is to help us fix it quicker.
Request Detail
This section is for you to go into more detail.
The more information we have about the problem, the quicker we will be able to fix it for you.
If you need to attach screenshots or other documentation, please use the Attach Files links located below the Request Detail box.
There is also a privacy question that needs to be filled out by you before sending your request.
This is to allow us to use the problem you have had to be posted to the Community forum so other Wise Owl Legal users can learn as you do.
If you would prefer us to not share your request, the first box gives that option.
After Submission
This shows the page details after request submission.
All support and feedback requests are categorised as Support requests (bugs, errors, help or assistance), Sales requests, and Feedback (new features, changes, etc).
Improvements and Feedback
If you have any Improvements or Feedback that you would like to pass on, feel free to pass it on through the Help Desk support page by choosing the appropriate category.
Improvements:
Custom Report Requests
Fee for service basis (unless on support contract)
Additional Training Requests
Fee for service basis (unless on support contract)
Assistance with Trust Accounting or Accounting Transactions
Fee for service basis (unless on support contract)
Feedback:
Feedback is moderated by Wise Owl Legal staff. Your feedback may be edited or held privately depending on many factors:
You have requested the feedback be kept private. We will respect your privacy.
Other users may have already requested your feature. Your feedback will be added as a vote against the existing request.
Your new feature may be too specific. Only features of benefit to many Wise Owl Legal users are accepted. An add-on / plug-in system is under development.
Your new feature may be out of scope. Only features of benefit to people in the legal industry are accepted. We may recommend a 3rd party product instead.
Your feedback may contain private or sensitive information. It may be edited to remove such content or kept entirely private.
Your feedback may be too vague. We may contact you to ask for more details or simply disregard your feedback.
Your feedback may be unconstructive. Although we read all your feedback, general positive and negative feedback is not constructive on public forums. Offensive comments will be ignored entirely.
Your feedback may be a bug or error. It will be redirected to our helpdesk. There may be a short delay while this happens.