SecureShare - Serving Party Support

SecureShare - Serving Party Support

Overview

Safari's delivery portal support requests can be categorized into four types:
  1. Serving Party did not receive the email with login credentials
  2. Serving Party believes the delivery portal is down
  3. Serving Party cannot download your responsive documents
  4. Serving Party has questions about your responsive documents or invoices
For specific instructions on how to handle each situation, refer to the respective sections below.

Serving Party didn't receive the email with login credentials

Please follow the steps below until the problem is resolved: 
  1. Confirm that the Serving Party's email address is correct in the delivery wizard. 
  2. Usually, the email is just in the Serving Party's spam folder, so ask the Serving Party to check there.  The email address from which it was sent is "no-reply@secure-share.com."  You can also provide the date and time the email was sent (shown 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 "secure-share.com".    
  3. If 1 and 2 don't work, ask the Serving Party if they have a Gmail or another generic email address to use instead.
  4. You can always choose to send the portal login credential via fax in the delivery setup.

Serving Party believes the delivery portal is down    

When accessing the SecureShare site, Serving Parties occasionally see a screen something similar to:



SecureShare has a 99.99% uptime, so generally the site isn't down and instead there is a problem with the Serving Party's network or Internet restrictions.  Please do the following to troubleshoot the problem: 
  1. Try accessing secure-share.com yourself.  If you can access the SecureShare homepage, then instruct the Serving Party to try accessing SecureShare from a different computer or whitelist the following domain: *.secure-share.com.  
  2. If you can't access the SecureShare homepage, then please immediately email support@safarisop.com and let us know.

Serving Party can't download your responsive documents

Please direct the Serving Party to secure-share.com/support for technical support directly from Safari. 

    Serving Party has questions about your responsive documents or invoices

    The login emails and faxes sent to Serving Parties, along with the information in each delivery portal, contain a designated "Response Support Contact" for inquiries about response documents.  If you provided an invoice, there is also a contact for invoice-related questions.

    How is the contact selected for each delivery portal?

    Your company's support contact(s) for a delivery portal are generally not specified within the matter, and instead are specified by your Safari system Owners or Admins in the Company setup pages.  They will select one of three settings for all document request matters:
    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

    If your company has implemented Team-level support, you must select a Team for each document request matter.  The Team selection field appears directly below the Reviewer section.  By default, the Team is set to the Reviewer's Team as specified in their user profile.  However, you have the flexibility to change it to any other Team if needed.



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

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