What Are LeanLaw's Support Hours, and Is Support Included?

Support is included with every LeanLaw plan at no additional cost. The human team is US-based and works 9:00 AM to 4:00 PM Mountain Time; outside those hours, Hermes — LeanLaw’s AI support agent — answers immediately and hands off to a person with your context intact.

Who actually answers, and in what order

How support works at LeanLaw runs in three stages, and the distinction matters more than the hours do.

Hermes takes first contact, any hour, with no queue. For the questions that make up most of a support inbox — where a report lives, why a number reads the way it does, how a particular workflow is meant to run — an immediate correct answer at 9:40 PM is worth considerably more than a good answer at 9:40 the next morning.

When Hermes can’t fully resolve something, it hands off to LeanLaw’s Solution Engineering team rather than dead-ending, and that handoff carries the context you already gave — so you don’t retype the problem. Published expectation for that team is a response within one business day during business hours.

The third stage is a dedicated Customer Success Manager, available as an optional paid add-on. That is the honest line between what’s included and what isn’t: the support is included; the dedicated relationship is the thing you can buy. An add-on manager runs scheduled check-ins, helps with onboarding, and runs quarterly business reviews — which is a different thing from the one-time onboarding work itself, covered separately under what an onboarding fee does and doesn’t include. A firm that doesn’t buy it still gets Hermes and still gets the engineering team, on every plan from Core through Elite.

Does a small firm get deprioritized?

No. Queue position isn’t set by headcount, and a two-attorney firm and a thirty-attorney firm reach the same team through the same path.

That said, the honest version of this answer is about the kind of attention rather than the speed of it. Reactive support — you have a problem, you raise it, someone solves it — works the same at any size. Proactive attention, the kind where someone knows your setup before you call and notices a pattern you haven’t raised yet, is what the add-on buys, and it is priced by firm size rather than bundled by default. Firms that lean hard on a particular workflow, or that run more than one operating model at once, tend to get more out of it than firms with a straightforward hourly book. It is also worth weighing against how long it takes to go live, since the heaviest configuration questions cluster in that window.

Why support hours matter less than they used to

The real question underneath “what are your hours” is usually “what happens when something goes wrong during a billing cycle at a bad time.” Month-end doesn’t respect business hours, and the moment a firm most needs an answer is often 7:00 PM on the last day of the month with invoices half out the door.

That’s the gap Hermes is built to close, and it’s worth evaluating on those terms rather than on hours posted on a page. Ask what proportion of your firm’s likely questions are the kind an AI agent resolves cleanly — a lookup, a how-does-this-work, a where-does-this-number-come-from — versus the kind that genuinely needs a person. For most firms, most of the time, it’s the first category, which is exactly why the second category gets faster too.

What this depends on

• Your time zone relative to Mountain Time, which determines how much of your working day overlaps the human team’s
• Whether your firm’s support needs are mostly reactive questions or ongoing configuration work, since only the second is what the add-on is really for
• Which plan you’re on, since plan capabilities determine how complex your setup is and therefore what you’ll actually ask about
• Whether you have an internal admin or bookkeeper who absorbs first-line questions before they ever reach support

The question worth asking

Rather than asking whether support is included — it is — ask what your firm’s last three software support tickets actually were. If they were lookups and how-does-this-work questions, the 24/7 layer is doing the heavy lifting. If they were configuration decisions nobody internally owned, that’s a different need, and it’s the one the add-on exists for.

Related questions

Is ongoing support included after onboarding, or does it cost extra? Support is included with every plan and continues after onboarding. The optional Customer Success add-on is a separate paid layer that adds a dedicated manager, check-ins, and quarterly reviews.

Is LeanLaw support based in the U.S.? Yes. LeanLaw’s support team is US-based.

Will a small firm get pushed to the back of the queue behind larger clients? No. The path to support is the same regardless of firm size; what varies is whether a firm has bought the dedicated-manager add-on, which is about proactive attention rather than queue position.