Outset — Support
Last updated: 2026-06-03
This page explains how law firms, integration partners, and platform review teams can contact Outset for product support.
Support contact
Email: nathan@outsetlegal.com
For security incidents, suspected unauthorised access, or vulnerability reports, email nathan@outsetlegal.com.
For privacy questions, data-processing questions, or sub-processor questions, email nathan@outsetlegal.com.
What we support
Outset provides support for:
- account and workspace access;
- intake widget configuration;
- guided call-intake workflows;
- consultation booking workflows;
- practice-management-system and calendar integrations;
- referrals and matter handoff;
- data export and deletion support;
- billing and subscription questions; and
- security, privacy, and DPA requests.
Support hours
Standard support is available Monday to Friday, 9:00 am to 5:00 pm Sydney time, excluding New South Wales public holidays.
Critical security or production availability issues should be sent to nathan@outsetlegal.com and are triaged outside standard support hours where required.
Response expectations
| Priority | Examples | Target response |
|---|---|---|
| Critical | Production outage, suspected unauthorised access, data exposure | Same business day, with urgent triage |
| High | Broken intake flow, failed integration affecting live enquiries | 1 business day |
| Normal | Configuration help, product questions, non-urgent bugs | 2 business days |
| Low | Feature requests, documentation questions | 5 business days |
Integration support
For connected services such as LEAP, Clio, Smokeball, Microsoft 365, Google Workspace, Twilio, and Cal.com, Outset supports the Outset-side connection, configuration, and troubleshooting.
The firm remains responsible for its own account, permissions, billing, and vendor relationship with the connected service.
Helpful details to include
When contacting support, include:
- your firm name;
- the affected user or workspace;
- the affected integration, if any;
- screenshots or error messages;
- the approximate time the issue occurred; and
- whether any live client enquiry is affected.
Do not email sensitive client information unless we specifically ask for it through an agreed secure support path.