Support FAQ

1. How frequently can I call?
As part of your support agreement for the current version of AbacusLaw, you may call us 10 times over 12 months for each user license you purchased. A two license firm would be eligible for 20 calls in this period, which we've found provides you with more than sufficient protection. Plus, you'd be permitted unlimited participation in a number of our online training e-classes.

2. What can I call about?
You can call about how to use a feature, installation questions, any problems you may have, etc. If you'd like expanded information on an full set of features (such as "calendaring"), you'll want to sign up for any of our training e-classes. (See the Training pages on this web site for more information.)

3. How long will I have to wait on hold?
There's no call queue at Abacus. Your call will be answered in 3 rings or less. You'll be talking to a technical professional, not a call dispatcher or answering machine.

4. How long can a call be?
We don't set limits per call. We'll stay on the line as long as required to solve your problem. Average call lengths are just 5 minutes, as each of our technicians has many years of experience helping law firms like yours.

5. Can I get help without calling?
Yes. You can email or fax, if you prefer, but a phone call is quickest.

6. If I call to follow up on a particular issue, can I speak to the same technician?
Absolutely. While anyone on our tech staff can help, you are very welcome to talk to the same person who helped you initially.

7. Can I get support outside of regular business hours?
Yes. Ask us about per call support for nights and weekends.

8. What happens if I add users or upgrade during the year?
We prorate support plan additions, so you only pay for the exact number of licenses and the precise timeframes.

9. Is support available on a per call basis instead of on an annual plan?
Yes. But the per call cost is a little more than an annual plan. Plus you'd miss out on getting unlimited access to a number of valuable e-classes, if, instead, you were to have a support agreement for our current version of AbacusLaw.

10. Can I get local assistance?
Yes. We have consultants across the country who can provide on-site consultation and training. Just call us for more information.