The following Subtitles are now updated and available on Westlaw AU:
Contracts: Specific 8.9 “Electronic Contracts”; Intellectual Property 23.1 “Copyright” (Chs 4–6); Wills and Estate Administration 36.1 “Wills”
For Contract Express support, email contractexpress-support@thomsonreuters.com
TR will provide support for Contract Express by telephone, email, and web meeting as shall be reasonably required during Business Hours:
Business Hours - 9:30 am to 5:30 pm AEST during every Business Day.
Business Day - Monday, Tuesday, Wednesday, Thursday or Friday excluding public or statutory holidays.
| Priority Level | Priority description | TR Action Plan | TR Resolution |
|---|---|---|---|
| 1 | Major system impact (system down). A problem that cannot be reasonably circumvented and which is an emergency condition that significantly restricts use of Contract Express by Customer to perform necessary business functions | 4 Business Hours | 2 Business Days |
| 2 | Moderate system impact (system crashing/hanging). A problem that restricts the use of one or more portions or features of Contract Express by Customer to perform necessary business functions, but does not completely restrict use of Contract Express. System crashing/hanging caused by complexity arising from Customer’s inefficient use of template mark-up does not constitute a Contract Express product problem | 8 Business Hours | 5 Business Days |
| 3 | Minor system impact (performance/operational impact). A problem that restricts the use of one or more portions or features of Contract Express by Customer to perform a necessary business function, but the defect can be reasonably circumvented or the problem does not substantially restrict the use of one or more portions or features of Contract Express by Customer to perform necessary business functions | 2 Business Days | Future planned release |
| 4 | No system impact (request for enhancement). This classification does not correspond to a defect in the Contract Express services. The Customer may suggest the incorporation of new functionality and TR agrees to consider such suggestion. TR may, in its sole discretion, incorporate such suggestion into a future release | 1 Week | Future release |
Outside of Business Hours, the Customer may request support from TR personnel located outside of Australia. TR personnel will assist Customer with a Priority 1 problem during Extended Support Hours.
Extended Support Hours – 9.30am Sydney, Australia time to 5.30pm London, England time but excluding Recognised Holidays.
Recognised Holidays – public or statutory holidays in the various locations from which support services are provided.
Out of region TR personnel may not be able to Resolve Customer’s problems without technical support, information or input from local TR personnel which will not be available until the next Business Day.
Maintenance and support services comprise:
Maintenance and support services do not include:
Where the Customer has an installed version of Contract Express, maintenance services do not include diagnosis and rectification of any fault in the Contract Express software in the context of:
Where the Customer accesses Contract Express by way of TR’s hosted software, maintenance services do not include diagnosis and rectification of any fault in the operability of Contract Express in the context of:
Where the Customer has licensed Client Use and/or Guest Access:
You can view our full installation and support guide by downloading the PDF below.
The Uniform Evidence Law Noticeboard is your definitive resource for evidence law news as it occurs. With rapid updating by respected barrister, Stephen J Odgers SC, the Noticeboard keeps you apprised of all of the latest legislative and case developments related to evidence law. For...
The following Subtitles are now updated and available on Westlaw AU:
Labour Law 26.4 “Awards and Workplace Agreements”; Real Property 28.1 “Principles of Real Property”; Real Property 28.12 “Retirement Villages”
This video will introduce getting started with Westlaw AU.
Robson's Annotated Corporations Legislation is a major law resource for Australia's corporations practitioners. Online subscribers benefit from up-to-date legislation, detailed currency statements, amendment histories and notifications of future amendments. In addition, links to First...