SecureShare - FAQs

SecureShare - FAQs

For paywall and invoicing-related questions, also see the Invoice - FAQs page.

Responsive Documents

How do I include a cover letter or declaration with the responsive documents?  Simply include the letter or accompanying document with the responsive documents in the Response folder.  You may want to use a file name for the letter that clearly identifies it.  Safari's template feature is a great way to generate a cover letter or declaration.

How can I add more documents after I opened the portal?   Simply add documents to the Response folder.  They are not immediately available to the Serving Party, and you must explicitly add the documents to the portal.  See Rolling Productions for more information.

Who will the Serving Party contact if they have questions about our response?  Who is the "Response Support Contact"?  Every SecureShare communication to the Serving Party specifies a Response Support Contact at your company for questions about your response.  (Note: if the Serving Party has any technical issues with the portal, they are directed to contact Safari Support--see SecureShare - Issuer Support.)  Contact your Owner with any questions about your Response Support Contact.

Reopening the Portal 

If I close and then re-open the portal, will Safari use the same Response ID and Passcode?  Yes, the same Response ID and Passcode are used every time the portal is re-opened, but the Serving Party has to request a new PIN each time they log in.  If you change the Serving Party's delivery address (e.g., email or fax), the Response ID and Passcode are reset and the old Response ID and Passcode are longer valid. 

Can I reopen the portal after an Serving Party has paid the invoice and accidentally closed it (or it expired)?  How?   Yes, you can reopen the portal without charging the Serving Party again by changing the status to “Delivery Setup” and checking the box to deliver.  This resends another portal invitation to the Serving Party with the same Response ID and passcode as before (assuming the Serving Party information has not been changed).   IMPORTANT NOTE:  If the Serving Party paid the invoice and accidentally closed the portal or it expired and therefore you do not want to bill the Serving Party again, do the following:
  1. Change the Status to "Delivery Setup" and click  SAVE  to enable the fields to be editable
  2. Choose “No Inv / No Cost Recovery” for the invoice type to avoid double billing
When you open the portal again with "No Inv / No Cost Recovery," the Matter no longer shows an invoice amount, but the portal payment is still shown in reports and is included in your monthly reconciliation payment from Safari.  We have identified improvements to this workflow that we have planned for a future release.

Can I resend the Response ID & Passcode to the Serving Party? Yes, simply send a reminder notice.


General

Where can I see what the portal looks like?  You can't access a live portal, but there are two ways to see what a portal looks like:

      - See the help site about the SecureShare - Issuer Experience
      - View the online demo of the SecureShare portal at  www.safarisop.com. 


Does Safari log the IP address of Serving Party who access the SecureShare portal?  Only in limited situations, for limited purposes.  Safari logs the Serving Party IP address only if there is an error when the Serving Party accesses and uses the portal and retains those logs for up to 30 days.  We generally don't log IP addresses because they are easily spoofed and so are not sufficient for authentication.  Instead, for Serving Party authentication, the system autogenerates a response ID and Password and sends those credentials to the Serving Party.  Login credentials are unique to each portal and can be sent via separate channels (e.g., via email and fax).  In addition, the one-time PIN verifies that the Serving Party has current access to the contact account they provided.

Is there a question we haven't answered? Please send the question to support@safarilaw.com and we will add it to this FAQ.

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