How can I report a problem in the timeSensor LEGAL software?
FAQ
If you have a question about using the timeSensor LEGAL software, we recommend that you first do a quick search in the FAQ section of our help center. Simply enter a keyword for your question in the search box and you will most likely get one or more hits.
support ticket
If you did not find what you were looking for in the help center, we recommend that you open a support ticket on our customer portal. The advantage of the ticket system is that you can precisely track the processing of your request. All communication about your request will then be handled via the ticket system. For larger law firms, there is the additional advantage that different employees in the law firm can see each other's tickets, thereby creating greater transparency
In order to be able to use the customer portal, you have to register once. Your access will usually be activated within 12 hours
e-mail
If you send an email to our email address hotline@timesensor.com , a ticket will also be automatically created in our ticket system and your case will be processed by our support team. Please do not send support requests to the direct email addresses of our employees, as such emails are not seen by the support team and the processing of your request may be unnecessarily delayed.
phone
You can also reach us by phone during available support hours. The support times depend on your service level (SLA):
Contract | Support hours for telephone support | Weekend emergency number | phone number |
contractless | Mon.-Fri. 9 a.m. to 12 p.m. and 2 p.m. to 5 p.m | No | 0800 511 000 (CH) |
Software maintenance contract standard | Mon.-Fri. 9 a.m. to 12 p.m. and 2 p.m. to 5 p.m | No | +41 848 511 000 (CH) +49 6221 381 406 (DE) |
Service Level Agreement Level 1 | Mon.-Fri. 09.00-17.00 | No | mentioned in SLA |
| Service Level Agreement Level 2 | Mon.-Fri. 09.00-19.00 | No | mentioned in SLA |
| Service Level Agreement Level 3 | Mon.-Fri. 9 a.m. to 9 p.m | Yes | mentioned in SLA |
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