Customer Support
Support from people who understand legal practice management.
Questions happen. Whether you need assistance with a feature, troubleshooting guidance, or help navigating Centerbase, our Support team is here to help. Our specialists understand legal practice management and the workflows your firm relies on every day, providing timely assistance so your team can stay productive.
Our Support team combines product expertise with an understanding of legal operations. We work closely with Product, Customer Success, and Implementation to deliver accurate answers, practical guidance, and consistent communication throughout every support interaction.
What This Means for Your Firm:
- Expert help when you need it.
- Faster issue resolution.
- Guidance from specialists.
Multiple Support Channels
Need help? Get help. With Centerbase, you have access to a dedicated Support Specialist and a dedicated Customer Success Manager whose only concern is your firm's success.
Experienced Product Specialists
When you contact Centerbase, you talk to support specialists that truly understand the platform and can help you fully utilize all of its functionality.
Knowledge Base
Recorded webinars, written documentation, and commonly asked questions & answers are all readily available in an easy-to-use Knowledge Base for self-guided training and support whenever you need it.
Support Portal
Access all of your support resources, including your dedicated Support Specialist and dedicated Customer Success Manager, from a single location: the Support Portal.
Customer Satisfaction
Centerbase cares about customer satisfaction. From the moment you reach out to Centerbase, your firm becomes our highest priority.
Multiple Support Channels
Support that works the
way your firm works.
Every firm works differently, which is why Centerbase offers multiple ways to receive assistance. Whether you prefer submitting a support request, speaking with a specialist, or finding answers through self-service resources, our goal is to make getting help simple and efficient.
Support Portal
A single location to access all of your support resources, including your dedicated Support Specialist and Customer Success Manager.
Email Support
Reaching your support specialist is as easy as sending an email. Emails sent to support automatically create cases which are tracked in our system so nothing falls through the cracks.
Phone Support
Want to speak to a human? Just pick up the phone and call your dedicated Support Specialist.
Online Request Form
Have resources you want to attach to your support case? Use our online support request form to create a detailed overview of your support issue and send it all in at once.
Case Tracking
No matter how you get in touch with your dedicated Support Specialist, your correspondence will be logged in a single unified support case where you can track progress and resolution.
Our support process is designed to make requesting assistance straightforward and transparent. Cases are reviewed, prioritized, assigned to the appropriate specialist, and tracked through resolution with ongoing communication.
What This Means for Your Firm:
- Easy access to support.
- Clear communication.
- Multiple ways to connect.
- Confidence your request is being managed.
Self-service Support Resources
Answers when you need them.
Centerbase provides documentation, how-to articles, best practices, release information, and educational content that helps your team continue learning and working efficiently.
Our knowledge resources are continuously updated to reflect product enhancements, common questions, and customer feedback. These materials help users quickly find answers and reinforce best practices.
What This Means for Your Firm:
- Find answers anytime.
- Reduce downtime.
- Learn at your own pace.
- Support consistent processes.
Knowledge Base
Access Centerbase's comprehensive self-service Knowledge Base, where you can find answers to all kinds of product utilization questions.
Help Articles
Read dozens of help articles written by Centerbase product experts that know the in-depth ins-and-outs of the platform.
Product Documentation
Find detailed documentation complete with reference images and navigation hints to help you find what you need when you need it.
Release Notes
Each Centerbase product release comes with hand-written release notes that detail all of the features in that release and how they can help your firm succeed.
Video Resources
Centerbase's self-service resources feature many recorded videos including release note meetings, client webinars, how-to guides, and more.
Searchable Help Center
Search through all of Centerbase's self-service support resources in a single location with a single query.
Working with Customer Success
Two teams. One shared goal.
Support focuses on product questions, troubleshooting, and technical assistance, while Customer Success helps your firm improve adoption, optimize workflows, and maximize long-term value. Together these teams provide immediate assistance and strategic guidance.
Support Team
Your dedicated support specialists that resolve any issues you may find in your data, product functionality, access/permissions, etc. Reach out to this team when you have found an issue.
Customer Success Team
The team that cares about your firm's success just as much as you do. Reach out to this team when planning initiatives, preparing for future product updates, or just to bounce ideas off of.
Shared Customer History
Your firm's historical record is shared between both teams. Any cases you resolve with support will be available for your customer success team to review, and any strategic recommendations made by your Customer Success team will be top-of-mind when support assists.
Internal Collaboration
Centerbase teams communicate openly with each other. A support rep may hand you off to customer success, and vice versa, but they won't make you connect the dots yourself.
Escalation Coordination
If your issue can't be resolved by the team your firm is currently working with, expect that your case will be escalated to the next team with the proper resources to help.
Support and Customer Success work together behind the scenes, sharing customer information when appropriate so you receive coordinated assistance without having to start over each time you need help.
What This Means for Your Firm:
- Know who to contact.
- Receive the right expertise.
- Experience coordinated service.
- Benefit from a seamless partnership.
Issue Resolution & Escalation
Clear communication
from start to finish.
When an issue requires investigation, Centerbase follows a structured support process to ensure it receives the appropriate attention. Our team communicates progress, provides updates, and collaborates with Product or Engineering when additional expertise is required.
Support requests are prioritized based on impact and complexity. When needed, Support coordinates directly with Product and Engineering while keeping your team informed throughout the investigation and resolution process.
What This Means for Your Firm:
- Transparent communication.
- Confidence complex issues receive attention.
- Clear expectations.
- A dedicated team working on your behalf.
Case Prioritization
Centerbase support cases are prioritized by their severity and impact to your firm's operations. If you have an issue that needs immediate attention, expect it to get that attention.
Escalation Process
If your dedicated support team can't resolve your case directly, for whatever reason, it will be escalated to a team with the proper tools to handle the job.
Status Updates
Every support case you open with Centerbase will receive regular status updates as the team works through to find a resolution.
Product Collaboration
If resolving a case requires updates to the core Centerbase platform, your dedicated support team will work with our product development team to see it done.
Resolution Tracking
When your cases are resolved, you will receive a detailed recap from support to explain what actions were taken to address the issue, and how it was ultimately resolved.
Schedule a Demo
Ready to feel supported?
Schedule a demo today and see why Centerbase has best-in-class support between two dedicated support teams that have your firm's success on their mind.
Schedule a Demo