ServePort - Recipient Support

ServePort - Recipient Support

Overview

Support requests related to Safari’s ServePort delivery portal generally fall into four categories:
  1. Recipient did not receive the login email*
  2. Recipient believes the delivery portal is down*
  3. Recipient is unable to download documents
  4. Recipient has questions about your responsive documents or invoice*
*These topics apply to both Recipients and Payers.
For specific instructions on how to handle each situation, refer to the respective sections below.

Recipient didn't receive the login email

Follow these steps to resolve the issue: 
  1. Confirm email address:  Make sure the Recipient's email is correct in the Delivery Details. 
  2. Check the spam folder:  Ask the Recipient to check their spam or junk folder. The email comes from no-reply@serveport.com. You can also find the date and time the email was sent in the Delivery Details in Safari.
    1. NOTE:  If the Serving Party can't find an email in her spam folder, ask them to have their IT department whitelist the domain "serveport.com".    
  3. Whitelist the domain: If no email is found, ask the Recipient to have their IT team whitelist serveport.com.
  4. Try an alternate email: If needed, ask if the Recipient can provide a Gmail or generic email address as a fallback.

Recipient believes the delivery portal is down    

Occasionally, Recipients encounter error messages when accessing ServePort, and may see a screen something similar to:



However, ServePort maintains 99.99% uptime, and the issue is often local to the Recipient’s device or network. Here's how to troubleshoot: 
  1. Check ServePort yourself:  Try opening serveport.com from your browser.
    1.   If it loads: Ask the Recipient to try a different device or browser, or have their IT team whitelist *.serveport.com
    2. If it doesn’t load: Contact Safari Support immediately at support@safarisop.com

Recipient can't download your responsive documents

Direct the Recipient to serveport.com/support for help with download issues. Safari’s team can assist with technical troubleshooting. 

    Recipient has questions about your responsive documents or invoice

    Each portal email includes the contact details for your company's Response Support Contact, who is responsible for addressing substantive questions about documents. If an invoice was included, the portal will also display a your company's billing contact for invoice-related inquiries.

    How are Support Contacts Designated?

    Your company’s Response Support Contact is determined in the Company setup settings by your Safari System Owner or Admin. The support contact for all portals will follow one of the following models:
    1. Team:  Support contact is specified for the Team that's applicable to the matter
    2. Entity: Support contact specified for the Entity that's applicable to the matter
    3. Reviewer:  Support contact is the Reviewer for the matter

    Team Support Contact Setup

    If your company uses Team-based support:
    1. You’ll see a Team selection field just below the Reviewer section when creating a matter.
    2. The default Team is pulled from the Reviewer’s profile, but you can change it to a different Team if needed.


    Is there a question we haven't answered?  Please send it to us at support@safarilaw.com. 

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