Collection-Master, Q-LawE, Q-Law, and vMedia

Quick Links

• Ask Goldie AI Support Agent
• Ask Goldie User Guide
  • Firm Admin actions to manage licenses
  • How users set up their accounts and use Ask Goldie
• Ask Goldie Prompt Guide

First Point of Contact

Ask Goldie* is the required first point of contact for Collection-Master, Q-LawE/Q-Law, and vMedia support. With Ask Goldie, you get:

• Immediate answers 24/7 — no waiting for a response
• Faster resolution across your Vertican platforms
• Access to VT Client Success knowledge resources
• Unlimited conversations with no usage caps
• Reference to prior queries/answers in your chat dashboard

Goldie Support Change Summary

• Effective August 1, Ask Goldie became the required first point of contact, and you could still create a vPortal support request.
• Effective September 1, vPortal support requests required the submission of a copy of your Ask Goldie conversation.
• Effective October 1, direct support that goes beyond Ask Goldie is provided through Professional Services.

* All comments about Ask Goldie also apply to the Goldie Plus Custom Agent.

This is the process for Collection-Master, Q-LawE/Q-Law, and vMedia clients.
vExchange clients continue to create a New Support Request.

Professional Services

I Need More Help

When you click “I need more help”, you will be able to obtain additional assistance. Here’s what happens after you click “I need more help”.

• If you already have Professional Services consulting (1 hour) or training (2 hours), a message will display that your request for assistance has been submitted to the Client Success Team for further review. Client Success will also receive the Ask Goldie chat you submitted.
  • A representative will contact you to confirm the usage of available time, as shown on your My Services page in vPortal.
  • If the assistance needed exceeds your available Professional Service hours, purchase of additional Professional Service hours will be required.
• If you do not have a balance of Professional Service hours, you will be routed to the vStore page where you can purchase Web Based Consulting or Emergency Services. Client Success will be notified and will receive your Ask Goldie chat. 
  • Note that Web Based Training is reserved for vPro Training Packages or pre-planned sessions and is not for use in lieu of Consulting hours for direct technical support.
• If you do not have a vPortal account, you will receive a message to contact your Firm Administrator or Support Coordinators.
  • If your firm contacts are outdated, you can contact Account Management to update your firm’s contacts, but Account Management is unable to provide you with direct support for your issue.
• If you report a potential bug that is validated as a bug, any applicable Professional Service payments will be credited.

Emergency Services

An authorized representative from your firm can purchase Emergency Services for up to 2 hours of assistance. Note that the purchase of Emergency Services has been moved to the Professional Services menu on the vStore and the Incident menu has been removed.

• Only the emergency issue can be serviced during the 2-hour maximum window.
• If the emergency issue is resolved within the 2 hours, any unused time cannot be used for other issues.
• If the emergency cannot be resolved within the 2 hours, additional hours may need to be purchased. 

Initial Response Time Service Level Agreement (SLA)

Emergency Services come with a 2-hour service level agreement (SLA). This SLA is about our initial response time, not the resolution time. Response time refers to the acceptable time frame for an initial Client Success inquiry to facilitate the resolution of an Emergency Services request. 

Weekend/Holiday Severity Requirement

• Weekend/Holiday Emergency Services are only provided for Severity Level 1 technical support issues. The severity level is determined solely by Vertican.
• Emergencies can happen at any time, but Emergency Services during weekend/holiday hours is a completely unexpected severity level 1 issue, rather than a result of intentionally doing potentially risky activities on the weekend.
  • If you decide to update the software on the weekend and you encounter problems, this is not considered an emergency. Likewise, a planned server migration over the weekend is not an emergency.
  • In such cases, the nature of our service is not to make the firm fully operational by Monday, but to conduct an initial inquiry and stabilize the situation.
    

Weekend/Holiday Emergency Contact

• If you believe you have a Severity Level 1 emergency during Weekend/Holiday hours, you may call Vertican in order for Client Success to make a determination of the severity level.
  • Q-Law & Q-LawE: 800-435-7257 x499
  • Collection Master & vMedia: 800-435-7257 x731
• Vertican does not monitor emails or its ticketing system during weekends and holidays. If you have an emergency during a weekend or holiday, phone is the only available contact method.
• Weekend/Holiday Emergency Service can be declined if the request does not meet the Severity Level 1 standard. In that case, Emergency Services will be provided during normal service hours the next business day.
• You will need to purchase Emergency Services before any work is performed by Vertican.

Service resolution time is heavily dependent on you providing the necessary resources, information, and approvals to Vertican, as well as other factors under your control. Vertican cannot guarantee a resolution of your issue within a set time period due to a number of influencing factors, amongst them:

• Detailed documentation you provide for Vertican to properly identify, diagnose, and resolve the issue as soon as possible.
• The timeliness of replies from authorized contacts, including third-party partners.
• Implementation of steps suggested by Vertican to troubleshoot or correct the issue.
• Your ability to replicate the issue.

If you are unable to provide the necessary resources, information, and approvals in a timely manner, it may result in any of the following: 

• Vertican assistance may be delayed and resolution delayed or prevented. 
• Vertican resources may be reallocated without timely or appropriate information. 
• Vertican may reduce the severity level of Weekend/Holiday emergency service.  
• Vertican may close the service request if you refuse to implement recommended steps. 

A Compliance request (also known as a security audit or vendor Due Diligence Questionnaire) is a request for copies of Vertican’s Certificate of Insurance, Data Center Information, or auditing records pertaining to System and Organization Controls.

• Submit your request to vtcompliancecommittee@vertican.com.
• Fulfillment of Compliance requests is a non-billable service.

Vertican may change its service hours, service pricing, response times, and the requirements for clients to receive support and services, including using a designated contact method and providing specified documentation.

Older Vertican documentation, including videos, may reference old support procedures. The information on this page supercedes any outdated information in documentation.