When it comes to legal software support, most lawyers have been trained to expect nothing. Ticket queues. Canned responses. Days of waiting. Let me tell you about a Sunday night that shows how legal software support should actually work. — Perry, Founder & Developer
It’s 9pm. I’m at home. My phone rings.
An attorney. Panicked. Their entire database had vanished. Years of client records, invoices, billing history — gone. Poof. And they had court the next morning.
Imagine that moment. Imagine having to tell a judge, “Sorry, your honor, the computer ate my homework.”
I didn’t send them to a ticket queue. I didn’t tell them to wait until Monday for business hours. I didn’t transfer them to a Level 1 support rep reading from a script.
I took the call. We screen-shared. I walked them through restoring everything from their backup. By the end of the night, their data was back, their case was organized, and they walked into court the next morning like nothing happened.
That’s what happens when you call TimeNet Law support.
Legal Software Support That Ships Features by Lunch
A few months ago, an attorney called with a specific problem. They needed to discount a particular client in a very specific way — something the software didn’t do yet.
At most companies, this is where you’d hear: “Thanks for the feedback! We’ll add it to our feature request backlog and the product team will review it in a future sprint.”
Translation: Never gonna happen.
Here’s what I said: “Let me see what I can do.”
I hung up. Built the feature. Tested it. Shipped it.
They had it on their computer by lunch.
Not in the next quarterly release. Not in version 12.4. Not “coming soon.” That same day. Before their sandwich.
No System Is Perfect
I’m not going to pretend TimeNet Law never has bugs. Every piece of software does. The question isn’t whether problems happen — it’s what happens when they happen.
Recently, a lawyer hit a serious but obscure bug that stopped them from generating invoices at a critical moment. Billing day. Clients waiting. Cash flow on the line.
They reached out. I investigated. Found the cause. Built a fix.
They had it within the hour.
Not a workaround. Not a “we’re aware of the issue.” A fix. Deployed. Done.
You don’t buy software expecting perfection. You buy software expecting a solution when something goes wrong. And when that solution is “the guy who wrote the code is personally fixing it right now,” that’s a different level of confidence.
What You’re Actually Buying
When you sign up for TimeNet Law, you’re not buying a license to use software owned by a private equity firm that sees you as recurring revenue. You’re buying software you actually own.
You’re buying a relationship.
You’re buying direct access to the person who built every feature, who knows every line of code, who actually wants to hear what’s not working and fix it immediately.
You’re buying 9pm Sunday phone calls. Lunch-time feature releases. Hour-long bug fixes.
You’re buying the thing that big software companies literally cannot offer — because their developers are ten layers removed from customers, and their support teams are measured on ticket closure rates, not on whether your problem actually got solved.
Try This Level of Legal Software Support With Clio
Next time your billing software has an issue, try calling the person who wrote it.
See how far you get.
At Clio, you’ll navigate a support portal, wait for a response, maybe get escalated if you’re lucky, and almost certainly hear some version of “we’ll pass this along to the development team.”
At TimeSolv — now owned by the same private equity firm that owns Rocket Matter, CosmoLex, and Tabs3 — you’ll get the same runaround. Different brand name, same faceless support experience.
At TimeNet Law, you’ll get me.
That’s not a marketing line. That’s my actual phone number. My actual email. My actual voice on the other end when you call.
This Is What I Love
I know it sounds strange, but customer support is one of my favorite parts of running TimeNet Law.
There’s a rush you get when you solve someone’s problem. When you hear the relief in their voice. When you turn a panic moment into a “wow, that was easy” moment.
That feeling doesn’t happen when you’re managing a ticket queue from a distance. It happens when you’re in the trenches with your customers, treating their emergencies like your emergencies.
Twenty-plus years in, I still get that rush. I still love picking up the phone. I still love shipping a fix and hearing someone say, “Wait, it’s already done?”
That’s the difference between software built by someone who cares and software owned by someone who cares about returns.
— Perry
Founder & Developer, TimeNet Law
Yes, I really answer my own phone: (541) 261-9785
And my own emails: [email protected]
P.S. — Stuck with support that treats you like a ticket number? Let’s talk. Experience real legal software support. I promise you’ll actually reach a human. Specifically, the human who built the thing.
Learn more about what makes TimeNet Law different: Privacy Fortress | Why Independence Matters