Lawtel Services

Help Desk/Technical Support
For customer support, please click here.
Support requests may cover:

1. Routine use and operation of the relevant Information Service;
2. Advice on best methods to assist the user in obtaining the best possible use from the Information Service;
3. Issues preventing access to the Information Service (Technical Faults);
4. Editorial concerns with content of an Information Service such as coverage of particular area of law or failure to update legislation correctly or quickly (“Editorial Matters”) and
5. The availability of trainers at times to be arranged to provide training.

Help Desk will log brief details of each support request and assign one of the following priority levels:

1. "High Priority" in respect of any issue which prevents the accessing and/or running of the Information Service or a significant proportion of the Information Service;
2. "Low Priority" in respect of any cosmetic software/service issue;
3. Editorial concerns with content of an Information Service such as coverage of particular area of law or failure to update legislation correctly or quickly (“Editorial Matters”) and
4. "Medium Priority" in respect of any other issue.

Help Desk may redirect enquiries as appropriate based on the nature of a request. The front-line Customer Support team will continue to own and monitor support requests that have been referred to the specialist teams and should be the first point of contact for any subsequent enquiry.
 

We offer a choice of support for users to ensure that they are deriving maximum benefit from their online subscription to the Information Service.
We offer a range of training methods including on-site training at an organisations offices, Webex/ remote training, e-learning and telephone support.
Training is customised to meet the needs of users and we offer a range of sessions from beginner to advanced.
We also offer a range of guides in hard copy and electronically, and in addition there are comprehensive Help files available within each Information Service.
Each Information Service also provides dedicated support via telephone and email.
There is no additional charge for any training offered although on-site training is subject to qualification criteria.
Users should submit training requests for all Information Services and queries to trainingrequest@thomsonreuters.com to arrange mutually agreeable methods, dates and times for training.