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Get answers to all your questions about FeatherShark, our Freedom Factory Legal Pro IT packages & more

If you still have more questions or would like to
move forward with FeatherShark, please schedule a
free Law Firm Tech Starter Session with us here.
What types of tech and IT services can you help my firm with?
In simple terms, we can help with just about anything that involves law firm tech.

Here’s a short sampling: 24/7 tech support with specialists in law firm IT to help you when problems strike, proactive tech advising that helps prevent problems in the first place, in-the-background monitoring of your systems to ensure everything is working as it should, new employee IT setups, data security & safety planning, technology recommendations, and more.

Generally, our services are offered in the form of our Freedom Factory Legal Pro IT packages. For more information about our Freedom Factory packages and to see what else they include, please visit our services page.

Will I be working with people who know my account? Or will I work with someone new each time?
For members of our Freedom Factory Legal Pro Premium plan and above, you’ll have a 4-person dedicated team made up of two IT specialists, an account manager, and a virtual CIO.

In other words, no matter when you reach out, you’ll always be working with someone who knows your tech systems and your account.

Why is there so much focus on moving to cloud technologies?

After working with over 150 clients over the last decade, we’ve found the advantages of moving to the cloud to be just about endless – including the ability to work from anywhere, stronger client security, and more efficient offices that let you do your job better, to name just a few. In short, managed IT in the cloud makes your life easier.

You can learn more (and hear from a few of our clients that have moved to the cloud with us) on our Why Cloud Technology for Law Firms page.

How do I make service requests if I need IT help?
There are 3 easy ways you can request IT help: create a ticket in your dashboard, send us an email, or give us a call.

If you’re on a plan that includes a dedicated team, we’ll also make sure you’re redirected to the right person.

How does billing work?
We operate on a predictable, fixed-monthly-cost-billing arrangement so you always know exactly how much you’ll be paying each month.

Payments can either be made by ACH or credit card.

Who and what are your partner solutions?

As specialists in law firm tech, we know the typical IT challenges law firms run into ‒ from making sure their client data is 110% secure to finding tech systems that improve, not hinder, productivity and billable hours.

With these challenges in mind, we’ve partnered with some of the top tech companies out there to bring you the most effective IT solutions. Access to these partner solutions are availabile through our Freedom Factory packages.

You can learn more on our partners page here.

Where can I get more info about working with FeatherShark?

You’re welcome to contact us here with any outstanding questions you have about our managed IT services.

Alternatively, you can head to our Why FeatherShark page or About FeatherShark page for more details.

How can I get started?

Our very first step is to hop on the phone for a short “law firm tech” starter session. You can schedule that with us right here.

What are your hours for tech support and what is your average response time?
All of our Freedom Factory Legal Pro plans (with the exception of Legal Pro Plus) include 24/7 tech support.

When it comes to response times, most of our clients say they have a response and a potential solution (or at least someone is looking into the issue if a solution isn’t readily available) within 30 minutes.

What is your 90-day “try us out” guarantee?
Most managed IT services providers will make you sign a contract tying you into their services for the next 3+ years. Which means that even if you decide within the first month (or even the first week) that they aren’t a good fit, you’re still stuck with them.

That’s why we have a 90-day “try us out” guarantee. This means if you decide we aren’t the right IT partner for your firm, just let us know within the first 90 days and we’ll let you out of the contract – no questions asked and no “early termination” fees like the other guys.

What if I have or want to keep using my physical hardware and servers?

Of course!

While we encourage all clients to switch over the cloud, we also understand why you may want to get the most from the servers you already have. In which case, we can absolutely still offer managed IT services support for physical servers and hardware, just as we do for cloud technologies.

Beyond this, we’ll also offer tech guidance to make sure your servers are being used as efficiently as possible and help you develop a plan and schedule for how to move to the cloud as a long-term goal.

What is your onboarding process and initial setup like?
We know a change in something like your IT can be stressful, so we make it a point to help you and your team through every stage of the process.

If you’re a Freedom Factory client, this will usually begin with an initial kickoff session where we come onsite so we get to know your office, you get to meet your dedicated team, and we can set the ground rules for working together.

Shortly after, we’ll have an onboarding day where we inventory your equipment, get any necessary tools installed, and address any nagging tech issues your office is dealing with at the moment.

Once your team is all onboarded, we’ll then begin the process of moving some of your services (like email accounts, contacts, phone system, etc.) to the cloud if that’s something you’re interested in.

Are your services onsite or remote?
To save you time and help you get your tech issues resolved ASAP, we try to take care of most things remotely. With current clients, we find we’re able to solve about 95% of their IT issues this way.

However, when needed you will also have the option for a tech to come onsite.

Where are you based and what locations do you service?
We are based in St. Louis, Missouri, but we also service the areas of Kansas City, Chicago, Indianapolis, and Memphis.
Can I get a referral from other law firm clients?

Of course! Just let us know you’d like to speak to one of our law firm clients during your free starter session, and we’ll happily put you in touch with someone.

In the meantime, feel free to browse our client testimonials right here for a sample.

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