Executive Escalations will act as a mediary for the Legal and Social Media teams.
IMPORTANT: If not listed on this KB, this is not an EE transfer case. Please refer to our other escalation directories to determine which team may handle. When in doubt, please see a lead / manager.
If a user threatens to go to social media and/or pursue legal action against Upwork:
- Send a touch response as a public message
- Apply the Problematic to PR macro to add detailed internal notes of the issue, but agent should not ask for details from user.
- Submit as open
The following types of contacts should be simply re-assigned to the Executive Escalations queue with no response sent to the person contacting us:
- Copyright violations
- Plagiarism complaints
- Government agencies
- Law enforcement
- Attorneys (See Attorney Handling below)
- Requests to contact Legal directly
- Request for TOS interpretations or legal advice
- Subpoena
- Requests for written permission to use Upwork trademarks
- Tax Residency, 6166 Certificates, Modelo 21RFI form
- Reports about website domains or forums with infringing content related to Upwork
- Any cases referencing D&B (Dun & Bradstreet)
- IR35 is a UK tax law that defines how payments received through a 3rd party entity are levied. Any contacts regarding this can go to EE for handling.
- Requests for a SOC report
- Certificate of Spend
- Certificate of Earnings - specifically customized requests outside of 12-month window, otherwise see here
If you are unsure whether or not an issue should be escalated to Executive Escalations, check with your TL.
Attorney Handling
For Tickets: proceed with the steps at the top of the KB
For Calls & Chats:
1. Immediately advise the contact that you are unable to help with any legal related questions or concerns.
2. Ask for contact details so that the correct department can reach out.
3. End the call or chat and forward the ticket to Executive Escalations with internal notes.