Technical Support for Law Firms
Technology issues don't wait for convenient times—they happen when you're preparing for trial, filing a deadline, or meeting with clients. You need support that responds as quickly as your practice demands.
Our support team specializes in legal technology. That means when you call about Clio not syncing with your calendar, or Filevine workflows not triggering correctly, you're talking to someone who understands both the technology and the legal context. No script-reading, no escalation chains—just fast, competent help from people who get it.
Our Support Performance
Customer Satisfaction Score
Based on post-ticket surveys
Average Resolution Time
Across all ticket priorities
Average Phone Wait Time
During business hours
First-Contact Resolution
Issues solved on first interaction
Support Designed for Law Firms
Generic IT support doesn't understand why a brief with a 5 PM deadline can't wait until tomorrow, or why attorney-client privilege matters for your cloud storage. Our services are built around how legal practices actually operate.
Guaranteed Response Times
When your email is down before a filing deadline, you can't wait in a ticket queue. Our SLAs guarantee response times based on severity—critical issues get immediate attention, with 15-minute response windows for emergencies.
Multi-Channel Support
Reach us however works best for you—phone, email, chat, or our ticketing system. Unlike some providers who hide behind chatbots, you'll reach a real person who can actually solve your problem.
Dedicated Support Team
You won't explain your setup every time you call. Our account model means you work with the same core team who knows your environment, your users, and your quirks. When you say 'it's doing that thing again,' we know exactly what you mean.
Remote-First Resolution
Most issues can be resolved remotely in minutes, not hours. Our secure remote access tools let technicians diagnose and fix problems without disrupting your work—often before you finish explaining the issue.
Self-Service Knowledge Base
For those who prefer to solve things themselves, our knowledge base includes step-by-step guides, video walkthroughs, and troubleshooting trees for common issues. It's designed for legal professionals, not IT people.
On-Site Support When Needed
Some problems require hands-on attention—hardware failures, network infrastructure, or office moves. Our local technicians can be on-site quickly when remote support won't cut it.
What Every Support Plan Includes
Regardless of which tier you choose, every Big Mode support plan includes access to legal technology specialists who know your platforms inside and out. Our technicians are trained on Clio, Filevine, MyCase, PracticePanther, NetDocuments, RingCentral, Dialpad, Microsoft 365, Google Workspace, and dozens of other tools that law firms rely on daily. When you submit a ticket, you are not explaining what Clio is — you are talking to someone who has configured hundreds of Clio instances.
Every plan also includes proactive monitoring that catches problems before they become emergencies. We track endpoint health, security patch status, backup success rates, and network performance continuously. If a workstation's hard drive shows early signs of failure, we replace it before it crashes during a trial prep session. If a backup job fails, we know about it within minutes — not weeks later when you actually need the backup.
Finally, every plan includes documentation. We maintain a living record of your technology environment: network diagrams, software inventory, license details, vendor contacts, and standard operating procedures. This documentation ensures continuity and makes onboarding new staff faster and smoother.
Support Plans
Choose the level of support that matches your firm's size, complexity, and expectations. All plans include access to our legal technology specialists.
Essential
Solid support foundation for smaller firms
Starting at $99/user/month
- Business hours support (8 AM to 6 PM weekdays)
- Email and ticket-based support
- 4-hour response time SLA
- Access to knowledge base
- Monthly system health reports
- Phone support
- Dedicated account manager
- On-site visits
Best for: Solo practitioners and small firms (1-5 users)
Professional
Comprehensive support for growing practices
Starting at $149/user/month
- Extended hours (7 AM to 9 PM weekdays, 9 AM to 5 PM Sat)
- Phone, email, chat, and ticket support
- 1-hour response time SLA
- Dedicated support team (2-3 techs)
- Quarterly business reviews
- Priority escalation path
- 2 on-site visits per year included
- 24/7 emergency line for critical issues
Best for: Growing firms (5-25 users) with increasing complexity
Enterprise
White-glove support for firms that demand the best
Custom pricing
- 24/7/365 support coverage
- All channels including dedicated Slack/Teams
- 15-minute critical response SLA
- Named account manager
- Monthly strategy sessions
- Unlimited on-site support
- Custom SLA terms available
- Dedicated resources during trials/transactions
Best for: Larger firms (25+ users) or those with mission-critical needs
Not Sure What Level You Need?
Let's talk about your firm's requirements—current pain points, expected growth, and service expectations. We'll recommend the right plan for where you are now, with easy paths to scale up as you grow.