What's Changing With LeanLaw Support
A walkthrough of our upgraded support experience — new AI, cleaner escalation paths, and a dedicated add-on for firms that want more.
We're upgrading how LeanLaw support works — a new system, a new AI, and a more structured team behind it. This article covers everything: what's changing, what's new, how to get help, and what to expect.
Why we made this change
We wanted a support experience with fewer handoffs, clearer ownership, and better tools on our end for tracking and resolving every request. We've also invested heavily in our Help Center at support.leanlaw.co — a significantly improved resource that means clearer answers whether you're reaching out or searching on your own. This upgrade is about making sure every firm we support gets a prompt, well-handled experience every time.
Meet Hermes — your new first point of contact
Fin, our previous AI assistant, is retiring. In its place, we're introducing Hermes — a smarter, more capable support AI-backed by the improved Help Center we've been building. Hermes surfaces more accurate answers to common questions from LeanLaw firms, and it's available 24/7 with no queue and no wait.
If Hermes can't fully resolve your question, it hands off seamlessly to a human team — with your context intact, so you never have to start over.
How support is structured
Every request follows a clear, accountable path:
- Hermes: Your first point of contact, available 24/7. Handles how-tos, billing workflow questions, account guidance, and more — instantly.
- Solution Engineering Team: When Hermes hands off the conversation, it goes directly to our Solution Engineering team — technical specialists who own the request through to resolution.
- Dedicated Customer Success Manager (Add-On): Firms with the Customer Success Add-On will route directly to a dedicated Customer Success Manager who knows your firm and can assist with your needs.
Response time expectations
- Hermes: Immediate, 24/7
- Solution Engineering Team: Prompt response within one business day during business hours
- After-hours requests: Hermes is always available. Human response resumes the next business day.
You'll receive updates at each stage so you always know where your request stands.
What's not changing
- Chat and email are still how you reach us — same as always
- Our new Help Center at support.leanlaw.co is available anytime for self-service answers
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⚠️ A note on support history: As we move to our new system, prior conversation history won't be directly accessible in the new interface. If you ever need to reference a past interaction, email us at support@myleanlaw.com and we'll help track it down. Going forward, your conversation history will live in the new system. |
Want a dedicated line? The Customer Success Add-On
The Customer Success Add-On gives your firm one person — a dedicated Customer Success Manager — as your direct point of contact for everything. Questions are first handled by Hermes then routed to your dedicated Customer Success Manager for when you need further assistance. They know your setup, your team, and your workflows before you ever have to explain a thing.
Your Customer Success Manager also conducts check-ins, assists with onboard new staff, advocates for your needs inside LeanLaw, and runs Quarterly Business Reviews to surface what's working and where there's room to grow.
Flat pricing per firm — not per user:
- $75/mo — 1–4 user firms
- $150/mo — 5–19 user firms
- $200/mo — 20+ user firms
Learn more about the Customer Success Add-On → email support@myleanlaw.com to talk through whether it's right for your firm.
Questions?
Start a chat in the app or email us at support@myleanlaw.com. You can also explore our new Help Center at support.leanlaw.co — it's the best place to find quick answers.