Who should I contact
Who to contact?
At Acuity, we strive to answer as many questions as possible. We are the host of the client's Legal Matter Management and eBilling site. We are the pros on how to navigate the system, but sometimes there may be a processing question that would be best resolved with the client directly. The client provides the matters to Acuity, assigns firms, approves invoices/timekeepers and is the source of payment.
Firm should contact Acuity
- Invoice upload and processing
- Site navigation or procedures
- New law firm user set up
- How to enter Timekeepers
- General user troubleshooting
- New feature suggestions
Firm should contact Client
- Where is my payment
- Why is my Timekeeper not approved
- Why is my matter not assigned to my firm
- How do I request an appeal
Client should contact Acuity
- Invoice review and processing
- Site navigation or procedures
- New law firm set up
- How to approve Timekeepers
- General user troubleshooting
- New feature suggestions
Client should contact Firm
- Inquiry unresolved
- Timekeeper Rate missing
Acuity Tip
- For quick questions Chat feature is best
- For more complicated questions or if you don't have time to chat, open a Support ticket
- For the less straight forward questions, pick up the phone and give us a buzz
- For more written information on opening a ticket, see How to Contact Acuity Support