ServePort - Recipient Experience

ServePort - Recipient Experience

This help page offers screenshots and explains each step for the  Recipients of response documents .  To ensure security and an accurate audit history, your company's users won't have access to the Recipients' portal login credentials. 
Alert Recipient support questions about ServePort?  See Recipient Support

Overview

Safari's ServePort delivery portal is designed to securely and conveniently deliver your response documents to Recipients. Below is a step-by-step overview of the process as experienced by the Recipient. If your company is delivering the documents to a party other than the Serving Party, also see When Documents Go to a Different Party below.
1. Receive login credentials:   Safari generates login credentials and sends them via email (from no-reply@serveport.com).
2. Log in:   The notification directs the Recipient to a unique login page. There, they enter the provided credentials, request a one-time PIN, and input the PIN to access the portal.
3. Add Payment Only or Full Access users (optional):  The Recipient may add up to five additional people with either Payment Only access or Full Access ( i.e., they can access and download documents). Company users can view all additions in the Delivery Details section and remove anyone added by a Recipient.
4. Pay invoice (if applicable):    If an invoice is required, the Recipient, or someone with Payment Only access, must complete the credit card payment before documents can be downloaded. (Note: Payment Only users cannot view or download documents.)
5. Acknowledging Instructions (if applicable):   If you've included delivery Instructions , they appear above the documents. If acknowledgment is required, at least one Recipient must enter their name and email before gaining download access.
6. Download documents:   Recipients may download a ZIP file of all response documents or download files individually. On rolling production matters, a Recipient returning to the portal can also download only the files they have not yet retrieved.
Info SOLVING CREDIT CARD PAYMENT OBSTACLES WITH PAYMENT ONLY ACCESS.   If the document Recipient doesn’t have access to a credit card, no need to turn off the Paywall or switch to checks. They can simply login to ServePort and invite someone with Payment Only access, such as someone in Accounts Payable, to complete the credit card payment. See #3 below for more details.
Note: Payment Only users can’t see or download any documents, just pay.
Idea
VIDEOS FOR SERVING PARTIES.  ServePort offers short instructional videos for Recipients:
  1. Download Documents
  2. Paying Invoices and Adding Payers
Both videos are accessible on ServePort via the [?] icon at the top right, under 'Download Responsive Documents ' .

1. Receive Login Credentials

Below is an example of the portal notification email sent from no-reply@serveport.com :  

Click the image to view a larger version           
Notes
IMPORTANT TIPS
1.  Recipient didn't receive the email?  Refer to   Recipient Support  for troubleshooting steps.
2.  Matter doesn't have a case number?   The email subject line begins with the case number provided in Safari to help Recipients recognize the notification as legitimate.  If no case number is available, enter another meaningful identifier, such as the Serving Party’s internal ID or the Safari Response ID.    Avoid using placeholders like “None” or “N/A”, which may reduce credibility. 
Info
ADDITIONAL NOTES
3. Additional Recipients.  This section shows all individuals who received a portal notification with login instructions.  Note that they are not cc recipients -- they each receive their own email.
4.  Questions about your response documents. The person designated for questions corresponds to how your response support has been setup in Safari (either by Team or by Entity).  For more information, see Setup - Companies, Entities & Teams .

2. Log In 

The ServePort URL in the notification email takes the user to the login page with the Response ID prefilled:

Click the image to view a larger version

To proceed, the user must click CONTINUE to confirm their email address and request a one-time PIN:

Click the image to view a larger version

After requesting the PIN, the user should check their email and enter the PIN on the screen provided. If they report not receiving a PIN, refer to  Recipient Support for troubleshooting steps.

Once the Recipient has logged in, they can expand the Document Request Details and Support Resources sections on the right to view information about the response, the original request, and available support contacts:

Click the image to view a larger version
Info
PAYMENT ONLY LIMITATIONS:  If a Payment Only user logs in, the right side details will not show any Subject information.  Also, the Payment Only user will not see any of the documents.

3. Add Payment Only or Full Access Users (optional) 

At the top of the portal, the email addresses of Recipients initially specified by the responding company are displayed. After logging in, a Recipient can also add additional users with either Full Access or Payment Only access by clicking the +ADD  button. 

Click the image to view a larger version


Click the image to view a larger version


Click the image to view a larger version
Notes
PAYMENT ONLY ATTRIBUTES.  A Payment Only user is someone who can login to the portal and view and pay the invoice using the credit card paywall.  A Payment Only user cannot view or download any response documents.  They also cannot view Subject names on the right (in case that is sensitive PII).

4. Pay Invoice (if applicable)

If you’ve selected an invoice, the Recipient sees a list of your responsive documents and instructions to pay the invoice before downloading. The screen displays the amount due and a link to the invoice.


Click the image to view a larger version      
Info
NOTES
A.  Invoice. The Recipient can click on the invoice link to view your invoice. 
B.  View of Documents. The documents listed (only the first five) are not yet available for download.
C.  Information Request Details. The Doc Title and Subjects display only if you've entered that information in Safari.

5. Acknowledge Instructions (if applicable)

If you've provided Instructions , the Recipient will see them above the document download area.  If you require acknowledgment, at least one Recipient must provide it (by entering their name and email) before downloading the documents.  

Click the image to view a larger version 

When acknowledged, Safari sends a confirming email to the person acknowledging (the email provides a copy of the Instructions as well as the name, date and time that the Instructions were acknowledged).  The confirmation email also goes to the other Recipient email addresses if different than the email of the person acknowledging.

6. Download Documents

T he document download page displays after the invoice has been paid (or immediately on login if there is no invoice).  A Recipient  can download a zip of all files, download files individually, or, on rolling production matters, download only the files that have not yet been retrieved.  Download Options:
  1. DOWNLOAD ALL FILES: Packages every file in the portal into a single zip. This displays every visit and is always active and clickable.
  2. DOWNLOAD UNRETRIEVED FILES: Packages only the files that have never been downloaded. This displays on a return visit to a rolling production.
Alert Info
Downloads are tracked by file, not user. If any person with access to the portal downloads a file, that file counts as downloaded for everyone.  

O nce a  Recipient  downloads the documents, they can click to confirm receipt and close the portal.  The matter status in Safari then changes to 'Closed - Delivery Confirmed'.  If a Recipient  doesn’t click to confirm, the portal automatically closes 14 days after it was opened.  In that case, the matter status changes to 'Closed - Portal Accessed'.

Click the image to view a larger version  

When Documents Go to a Different Party

When your company delivers the documents to a party other than the Serving Party, such as a deposition officer or a record service company, that party is the Recipient. The two parties then have different access to the portal:
  1. The Recipient and its Additional Emails have Full Access. They log in, pay the invoice (if there is one), and download the documents, as described above.
  2. The Serving Party and its Additional Emails have Payment Only access. They can log in and pay the invoice, but cannot view or download the documents, and they do not see Subject information.
For how your company sets this up in Safari, see ServePort - Delivery to a Different Party .

Document Request Details for a Different Party

Both parties see these additional fields in the Document Request Details section, after the Case No. and before the Serving Party:
  1. Doc Recipient: the Recipient's organization name
  2. Doc Recipient Type: Deposition Officer, Record Service Company, or Other Recipient
  3. Doc Recipient Contact: the contact name, or N/A if none was entered
  4. Doc Recipient Email
  5. Add'l Doc Emails: any Additional Emails for the Recipient

Email Notifications for a Different Party

Each person still receives their own email. The notifications differ in three ways:
  1. Portal notification to the Serving Party. Instead of saying the documents are ready for download, the email says that the Deposition Officer, Record Service Company, or Other Recipient can now download the documents. It also explains that your company specified their email as a response payer.
  2. Documents downloaded. When the Recipient downloads the documents, the Serving Party and its Additional Emails receive an email with the subject Case No. [Case No.]: Documents Downloaded by [Recipient Org Name] . It lists the Respondent, Case Number, Received On date, Recipient, and download date and time, and says no action is needed. This email is sent only once per portal.
  3. Invoice paid. Whichever party pays, the payment notification email goes to every Serving Party and Recipient email address.

Other Delivery Portal Features

Automated Reminders 5, 3, and 1 day before Expiration

Every Recipient receives  automatic reminders  that the portal expires in five days, three days and one day if the documents haven't been downloaded yet.

Portal Revocation Notifications

If a company user closes the delivery portal before the expiration date, everyone with portal access, including Payment Only users, will receive an email message notifying them that the delivery portal has been closed.   


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