- Ask Goldie (or the Goldie Plus Custom Agent) is the required first point of contact for Collection-Master, Q-LawE/Q-Law, and vMedia support.*
- If you give a “thumbs down” to an Ask Goldie response, you will be directed to order Professional Services for direct support.
- Direct Support requires the use of Professional Services Consulting hours for Collection-Master, Q-LawE/Q-Law, and vMedia clients.*
- Professional Services training is reserved for pre-planned sessions and is not for use in lieu of Consulting hours for technical support.
- Other Professional Services – whether hourly or SOW-based work, must be ordered and paid for through vPortal.
- When ordering a vPro Service Package, please identify the package #.
- Emergency Services – requirements:
- If during Weekend/Holiday hours:
- Phone contact using the published emergency phone number:
- Collection Master & vMedia: 800-435-7257 x731
- Q-Law & Q-LawE: 800-435-7257 x499
- Confirmation from Vertican that your request fulfills the Severity Level 1 requirement.
- Phone contact using the published emergency phone number:
- Purchase of Emergency Services before any work is performed.
- If during Weekend/Holiday hours:
* vExchange clients continue to create a New Support Request.
Each firm should have at least two authorized Support Coordinators, if possible. This way, if one Support Coordinator is out, the other one can respond to inquiries from Vertican regarding any pending services. Additional information:
- Support Coordinators are only recognized by Vertican if they are designated in vPortal.
- If you need Vertican to speak with your third-party IT vendor, you must designate them as a Support Coordinator (not just a user) in vPortal.
- Open the vPortal Housekeeping Guide > Update & Verify vPortal Account. Follow instructions to Confirm / Update Support Coordinators.
- You can have a maximum of 3 Support Coordinators, including a third party.
- It may take a few days for a change in vPortal to be recognized by Vertican.
- Hourly Professional Services expire 180 days after purchase.
- Expired hours are non-refundable.
- Any balance of Web Based Training, Web Based Consulting, or Emergency Services is visible to users with permission.
- Go to My Services on vPortal to see hours purchased, used, and remaining.
- Click on the number of Hours Remaining to see the expiration date.
- The expiration date is the deadline for services to be completed.
- Please submit your order well in advance of the expiration date.
- SOW-based Professional Services have various requirements to monitor.
- A potential research fee must be paid before SOW preparation begins.
- You have 14 business days to accept the SOW in writing and pay for it in vPortal.
- Go to My SOWs on vPortal to see All SOWs, including Signed and Pending.
- For more information see the Statement of Work (SOW) section of the Professional Services page.
To avoid delays in your case resolution, please include documentation at the time you submit a service request.
- Without sufficient information and documentation, your request must be sent back before it can be placed in the queue and worked.
- Vertican may inform you of specific documentation required to diagnose your issue.
Examples of supporting documentation:
- Steps that were taken prior to the issue, including screens entered or buttons pushed.
- Logs, copies of error messages, screenshots or videos of the user’s experience.
- Changes made to the system or environment prior to the issue.
- Error reports:
- Q-Law and Q-LawE: Obtain error reports by going to Maintenance > System Maintenance-Admin > Backup-Pack-Index, Error Log, and log files/.
- Collection-Master: If you have an error, press Ctrl-A to get the command console and type the following command: PROC ER. This creates a file called VT_ERROR_LOG.TXT in your User folder, which you can attach to the support request.
- Encrypted Files: If you wish to send encrypted files to Vertican, please ask the Client Success Representative for a ShareFile link to ensure that proprietary information is secure.
Vertican Fact-Finding:
- Cases may require offline research and Vertican may reach out to you for clarification or documentation.
- Sometimes multiple contacts with you are necessary to achieve a final resolution.
- You can avoid this by presenting all necessary information and documentation up front.
Deadline for Your Response:
- You must respond to all fact-finding requests within 5 business days, or the service request could be closed.
Keep your software current.
- Supported Software Versions: In order to receive direct support (Professional Services or Emergency Services), software must be the latest version or a version released within the last 6 months.
- If Vertican can resolve the issue, you do not need to update to the latest version.
- Consult the Software Versions page for the release dates of our products.
- How to Find Your Software Version.
- Required Software Update: You may be required to update to the latest version before support can be rendered if:
- The issue you’re experiencing is a result of not using the latest software.
- The issue cannot be replicated by Vertican.
- After Software Update: After you update the software and reboot, please be aware of the following.
- New documentation must be submitted to show that the issue remains despite the software update.
- If you cannot replicate the issue after updating the software, you can use your Professional Service hours for up to 180 days from purchase.
Keep your account status current.
- Professional Services for direct services could be delayed if you have an outstanding invoice over 30 days, including billing for Statement of Work (SOW) invoices.
- Invoices are generated on the first day of the applicable month or year and are due 30 days from the date of invoice. Client is obligated to keep credit card and ACH information current in vPortal for billing purposes.