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 E-Billing 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 Open an Acuity Support Ticket