Customer Service Pledge

Gavel & Gown Software is committed to total customer satisfaction. As proof of that commitment we offer you this Pledge:

We promise to provide prompt, courteous and friendly telephone service under our technical support plans, so you can speak to a knowledgeable technician about your needs.

We will not ship a product unless it has been thoroughly tested and we firmly believe it is ready for full implementation in a busy law firm.

Our online help is not only comprehensive, they are readable and understandable. When combined with our online tutorials and examples they give you everything you need to be up and running quickly and easily.

We promise to provide the most complete, correct and timely service information possible on our website, so users have a technical reference source available 24 hours a day, seven days a week.

When you call us with questions:
  • We will answer your call quickly. Our average time for callers to be speaking to a support rep is less than 10 minutes. If you choose to leave a message we will return your call promptly.
  • We will speak with you in plain English, not in “techno babble”.
If there are problems with the software:
  • We will acknowledge all identified issues with the software at the earliest possible time and list fixes or workarounds on our website and via technical bulletins.
  • We will do our best to fix any known issues and release the fixes in service packs available free to registered users between upgrades.
  • We will take ownership of integration issues, working with third party vendors to help you find a solution.
  • If we are working on an issue for you, we will keep you informed of our progress.

We understand the importance of this software to your daily practice. We will do everything in our power to provide immediate service response in a “customer down” situation.

We will “go the extra mile” to provide you with first class service:
  • We will monitor call histories from your firm, and make proactive recommendations on how you can improve your use of the software where we spot trends.
  • We will put you in contact with one of our Certified Consultants in your area, who may be able to assist with training, customization, companion products or troubleshooting.
  • With advance notice we will schedule staff after hours or on weekends to assist with major installations or upgrades, thereby minimizing disruption to your firm.

You have invested in an Amicus product to help you provide the best possible service to your clients. We are equally committed to providing the best possible service to our clients.