In this article, we will be going over the process on how to assist action esiLaw fulfillment requests for license updates requests.

How To Update License Information

Step 1 - In esiLaw 360 Admin, click on Clients Management



Step 2 - Enter the account number into the search field and press Enter

Step 3 - Click on Edit

Step 4 - Under List of Client's Licenses, navigate to the correct license type and click on Edit

Step 5 - Under Client's License Information, click on the dropdown to select the requested amount of licenses from the drop-down menu for both Number of Users Allowed / Created and Number of Lawyers Allowed / Created


*** IMPORTANT***
Keep number of layers at a minimum of 5 even if their license amount is less. So example 3 users would get 5 lawyers. 

Step 6 - Scroll down to Notes and leave a note summarizing the updates, advising that billing has not been updated, and sign your name. Include Zendesk Ticket ID



Step 7 - Scroll down and click on Update License Information



Step 8 - Check the checkbox next to the red font and click on Update License Information 

Step 9 - Assign the ticket to Krystal Mahadeo in Finance Hotpager, and inform that the customer is increasing / reducing licenses and that she needs to update their billing. 

Step 10 - Inform the customer that their licenses have been updated and they should be able to add new users. Include the following KB articles that may be helpful to the customer with managing user accounts in esiLaw 360

How To Resolve “User Is Already Logged In” – esiLaw 360 Knowledge Base

How to edit esiLaw 360 user accounts – esiLaw 360 Knowledge Base

Then save the ticket as OPEN under Krystal and CC yourself.

FAQ

Can customers lower their license amount while on contract? 

Yes! Customers are free to change how many licenses they want anytime during their term. If they are under their first year they have to remain under minimum 1 license.

What is the minimum amount of time a customer can give notice to reduce licenses? 

Customers have to give minimum 10 business days before their license renewal date to submit for a license reduction. If a customer submits their reduction request outside of minimum 10 business days inform them that the change will take place on the following months billing cycle. 

How many users should we recommend customers pay for? 

Inform customers that esiLaw licenses are good for 1 user to be logged into esiLaw 360 at a time. So if they know they will have multiple people who require to be logged in at all times, they should have minimum that many licenses. Also they should have a "buffer" license for a Lawyer or firm owner who may need to periodically log in. Otherwise they may experience the "User already logged in" error.

Example

Law firm with 3 full time bookkeepers/Timekeepers:

WE WOULD RECOMMEND - 4 licenses

1 for each bookkeeper and 1 buffer license for a lawyer to log in when needed.

Example

Law firm with 2 Lawyers and 1 Bookkeeper

WE WOULD RECOMMEND - 3 licenses

1 for each Lawyer so they can enter time and 1 for the bookkeeper.