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Infinitylaw

Thomson Reuters Training & Support

FAQs

Read through a list of frequently asked questions from our customers and prospects.

Product questions

How do I reset my Infinitylaw Portal Password

When you are first setup on the Infinitylaw portal you will be provided with a password and user name to use to login.  You will be prompted to change the password when you first login.  

If you have forgotten your password, you can send a request for it to be reset by selecting the "Forgotten your password" hyperlink next to the login button on the Portal Dashboard screen or at the bottom of the Login screen.
 
You will be presented with a "Forgot Password" screen, enter your username or email address and select "Send reset password email".  An email will be sent to you with details how to login.
 

What is the Infinitylaw Portal and what is it used for?

The Infinitylaw portal is a web service that provides you with direct access to Infinitylaw information and a range of services such as:

  • Online Help providing access to the Knowledgebase and a range of User Guides, Support Bulletins, Technical Notes and Resource Documents
  • Infinitylaw Release & Update Notes
  • Online Support Call logging
  • Support call status reports
  • Logging of software feature suggestions

Access to the Portal is restricted to users of the Infinitylaw system.

General users can access the Online Help where the documentation is stored, but only those who have been authorised will be able to see the support area where calls are logged.    We recommend that only one or two people in the firm are permitted to log calls to help avoid unnecessary or duplicated calls, and because some calls may be chargeable.

Once the system is installed, the staff who have the authority to log support calls, can add, update, or delete contacts for their firm so if necessary they can enable other persons at the firm to log calls if required.

When a call is logged it will appear on the desktop of the Support Consultant assigned to you.  They will respond as soon as possible but may reassign the call to another support person if special expertise is required.  You can review the status of your calls via the portal.  Support operates from 8.30am to 5.00pm on business days.

Where can I find documents relating to the use of Infinitylaw

Online Help is a section of the Infinitylaw Portal and can be accessed by selecting Infinitylaw Online Help from the Help menu item from each of the Module.

Alternatively select the Help tab on the Infinitylaw Homepage, then click on the Online Help icon.

Homepage > Help Tab > Online Help

 

General questions

How do I order a new Infinitylaw licence?

Licences can be added throughout the year by logging a ticket via the Infinitylaw Portal, advising how many licences are required, and the date when you need them by.   A member of the Infinitylaw Team will then get in touch to arrange this for you.

How can I keep up to date with information re changes in Infinitylaw?

Infinitylaw have scheduled ILUpdates every two weeks.  The content of these updates can be found on the Infinitylaw Portal in the Releases tab.

There are also two scheduled releases per year.  When the release is finalised, the content for these is published to our Infinitylaw Portal under the Releases tab.

A key session at the yearly Infinitylaw Conference, and Regional User Meetings is on the upcoming release content.

How do I get training in Infinitylaw?

Should you or your organisation require assistance, our Infinitylaw Training Team are here to help. We offer a range of training options to suit you – from face to face training, group webinars, to remote training customised to your requirements.

Please talk with your System Administrator or Practice Manager who can log a ticket via the Infinitylaw portal and one of our Trainers will then contact you to discuss your needs.

During a new implementation, training will generally be provided over a period of time, and will be invoiced as it is provided.

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