Osprey Approach Support Services

Effective from 27 September 2026. Published 13 October 2026. This schedule forms part of the Osprey Approach Software Licensing & Services Agreement between Pracctice Limited and the Customer (Schedule B). Capitalised terms have the meanings given in that Agreement. In the event of any conflict, the Agreement prevails.

The Support Services described in this Schedule B are included with the Osprey Approach Licences specified in the Commercial Schedule. The Price for those Support Services is included in the Licence Price shown in the Commercial Schedule.

1. General Support Services

1.1 Software updates

Software updates made generally available by Pracctice during the Term are included. Updates may include corrections, security changes, maintenance changes and changes required to maintain compatibility with supported third-party integrations.

Where an update requires Scheduled Maintenance, Section 11 of this Schedule applies.

1.2 New functionality

New functionality and enhancements made generally available by Pracctice during the Term as part of the Osprey Approach Software without a separate charge are included.

Pracctice determines the content, scope and timing of software updates, enhancements and new functionality. No particular future feature or enhancement is included unless expressly provided for in this Agreement or the Commercial Schedule.

Pracctice will provide release information for material functionality changes made generally available to Users.

1.3 Webinars and legal practice information

Users may access webinars and legal practice or technology information made generally available by Pracctice.

2. Support Services Provided to Named Users

Each named User holding an Osprey Approach Licence may access the Support Services described in this Schedule.

2.1 Osprey Support Desk

The Support Desk operates between 08:30 and 18:30 Monday to Friday, excluding UK Bank Holidays.

Users may contact the Support Desk through the Support function within the Software, by email or by telephone.

Support Tickets are handled in accordance with the categorisation, Response Times and processes set out in this Schedule.

A Support Ticket that has not been resolved within its applicable target Resolution Time will be escalated to a Support Manager.

2.2 Osprey training

Users may access Training Support through the Support Desk.

Included training resources comprise:

  • the Osprey Academy online guides and video demonstrations;

  • 1-to-1 remote training sessions;

  • group remote training sessions;

  • drop-in group training sessions;

  • Best Practice Workshops; and

  • short remote guidance sessions with an appropriate topic specialist.

Training is provided remotely unless an on-site service is expressly included in the Commercial Schedule or separately agreed as Additional Services.

Access to included trainer-led and interactive training services is subject to reasonable use.

3. Support Services Provided to the Site Supervisor

Each Customer must nominate a Site Supervisor. The Site Supervisor may access the Support Services available to named Users and the additional services in this Section 3.

3.1 Raising Wishes

The Site Supervisor may submit a Wish on behalf of the Customer for new functionality or a new third-party integration.

Submission, recording, review or acceptance of a Wish does not create a commitment by Pracctice to develop or deliver the requested functionality or integration.

3.2 Development workshops

Where Pracctice conducts customer development workshops, the Site Supervisor may be invited to participate in discussions concerning future product development and prioritisation.

Participation does not create any commitment by Pracctice to implement a particular suggestion, Wish, feature or development priority.

3.3 Osprey customer communities

Users may access any role-based Osprey customer communities made available by Pracctice.

4. Service Levels

The following Service Levels apply to the Support Services.

4.1 Service Level Definitions

Term

Definition

‘Development Task’

means a Support Ticket or Investigation escalated from the Support Desk Team to the Development Team

‘Error’

means a task or action within the Software that cannot be completed as intended

‘Fault’

means a feature or function of the Software that does not perform as specified

‘Investigation’

means a technical investigation undertaken to identify the cause of an issue reported by a User that cannot be replicated in the test environment

‘Resolution Time’

means the elapsed Working Hours between a User requesting Support and the Support Ticket being resolved

‘Response Time’

means the elapsed Working Hours between a User requesting Support and a member of the Support Desk Team contacting or attempting to contact the User

‘Support Desk Team’

means Pracctice personnel who provide advice and technical support in relation to the Software

‘Support Ticket’

means a record of a support request made by a User

‘Wish’

means a request for functionality or an integration not currently available within the Software

5. Support Availability

The Support Services detailed in this Schedule are available during Working Hours.

6. Support Ticket Categories

Support Tickets are categorised as follows:

  • P1 (Priority 1): a Fault or Error affecting multiple Users or multiple functions of the Software;

  • P2 (Priority 2): a Fault or Error affecting a single User and/or a single function of the Software;

  • Investigation: the Software is operating but is not returning the expected result or outcome;

  • Training Request: a User requires training on specific functionality; and

  • Wish: a User requests functionality or an integration not currently available within the Software.

Pracctice may reclassify a Support Ticket where the information obtained during investigation shows that a different category applies.

7. Logging and Management of Support Tickets

A User may log a Support Ticket:

  • by telephone to the Support Desk Team;

  • by email to the Support Desk Team; or

  • through the Support function within the Software.

Each Support Ticket will be allocated a category, ticket number and responsible Support Desk Team member.

8. Response Times and Response Process

The following Response Times apply to all Users:

Ticket type

Response Time

P1 Support Ticket

1 Working Hour

P2 Support Ticket

3 Working Hours

Investigation Support Ticket

6 Working Hours

Training Support Ticket

8 Working Hours

Wish Support Ticket

12 Working Hours

When raising a Support Ticket, the User may request a response by telephone, Teams or email.

The User may also request a specific date and time for the response. Where the Support Desk Team accepts the requested date and time, the Response Time will be treated as met when that requested response arrangement is confirmed.

Where contact with the User is required, the Support Desk Team may make up to three attempts to contact the User. Response Time is measured by reference to the first contact or attempted contact.

9. Resolution Targets and Resolution Process

The following are target Resolution Times and are not guaranteed resolution times:

  • P1 Support Ticket: 2 Working Hours;

  • P2 Support Ticket: 4 Working Hours;

  • Investigation Support Ticket: 8 Working Hours; and

  • Training Support Ticket: 24 Working Hours.

A Wish has no target Resolution Time. Pracctice will provide a status update on an open Wish at least once in each calendar month.

Resolution of a Support Ticket may require one or more of the following:

  • discussion with the User;

  • screen sharing or a remote session with the User;

  • technical investigation or testing;

  • involvement of a Data Services or Technical Specialist team; or

  • escalation to the Development Team where a code or configuration change is required.

A Support Ticket may be recorded as resolved when, as applicable:

  • the Fault or Error no longer occurs;

  • the relevant task can be completed;

  • the requested training has been provided;

  • the Investigation has been concluded and the outcome communicated; or

  • the Wish has been recorded and its current status communicated.

If the Support Desk Team makes three separate attempts to contact the User and receives no response, the Support Ticket may be closed. A User may request that a closed Support Ticket be reopened where the underlying issue remains current.

10. Escalation

A User may escalate a Support Ticket if dissatisfied with the handling, progress or outcome of the Support Ticket.

Escalation may be requested by telephone or email and should be directed to the Support Desk Manager.

An email escalation should include the word “Escalation” in the subject line. A telephone escalation should state that the User wishes to escalate the Support Ticket.

11. Platform Availability

11.1 Pracctice targets 99% availability of the Service in each calendar month, excluding Scheduled Maintenance.

11.2 Scheduled Maintenance will be carried out outside Working Hours.

11.3 A standard maintenance window of up to four hours per month, between 00:00 and 04:00 UK time on the third weekend of each month, is reserved for planned engineering, maintenance and upgrades.

11.4 Additional Scheduled Maintenance may be undertaken where reasonably necessary, provided it is carried out outside Working Hours.

11.5 The 99% availability target does not give rise to service credits, refunds or other financial compensation.