**EE KB - Legal Escalations Process

Privileged and confidential

When a new email is received from the legal team at lte-legal@upwork.com, we will make every effort to follow the EE SLA (1 hour to acknowledge, 24 to resolve).

Acknowledgement Process:

If you are available announce you will take the issue in the EE Dash room. If you acknowledge receipt of a Legal, you own it, the only exception is after 3pm on Friday afternoons. In those cases, the Saturday on call person should be notified to begin the summary when they start their on call shift.

   How to acknowledge a Legal email: 

1. Make sure to read the legal team’s message thoroughly. Though it is rare, sometimes their requests do not include a summary. 
2. Reply all to the original message from legal. 
3. Compose a message acknowledging receipt of the email (be sure your response  addresses what the executive is requesting, not just a blanket robotic response)
4. Send (make sure to reply all) 

  How to notify the weekend on call person of a new legal summary:

1. After acknowledging the legal team, forward the acknowledgment directly to the person that is on call, cc’ing Charlene and Katt (Do not include ee or EE on the email) 
2. Let the on call person know the summary has not been started and they should begin working on it when they begin their shift 
3. The on call person will reply to the team, letting everyone know they are handling the legal

Not all Emails from Legal require a summary. Follow the process below for contacts made to the team: 

• Contact from any attorney requesting information for which a subpoena is not required:
• Reply with Aurora’s contact info

Upwork Inc.

ATTN: Legal

655 Montgomery St., STE 490, DPT 17022

San Francisco, CA 94111-2676

legalnotices@upwork.com

• Requests for contact info of a user
• Contact info process: Per Upwork’s privacy policy, users entering into a contract with one another may request the contact information of the other party, including name, company name, phone number, and mailing address. If there is no contract, they need a subpoena.      i. Also send Subpoena Protocol 

• Contacts from law enforcement (police, FBI, etc.) attorneys, or anyone requesting anything other than user contact info without subpoena
  • Reply with subpoena protocol and include in the cover note that “Upwork complies with valid subpoenas but does not waive service of process.  Please see the subpoena protocol for more information.  All further contact should be directed to our legal department at 

Upwork Inc.

ATTN: Legal

655 Montgomery St., STE 490, DPT 17022

San Francisco, CA 94111-2676

legalnotices@upwork.com

• Subpoenas
• Forward immediately to Aurora and reply to the ticket stating the information has been forwarded to our legal team for handling. 

 Issues that do not require a summary: 

1. If Legal requests subpoena research

          a. They will share a Google folder and provide a document with the specific items needed.

2. If Legal requests assistance with account issues,

          a. Handle as you normally would and let them know when completed.

3. If Legal sends a UI Claim

         a. They will request a short summary of the account and include a form to fill out. 

When legal requests a summary:  

 How to Create the Summary Document:  

1. Look for previous documents regarding the same user. 

a. If the escalation is the same (sometimes users escalate to multiple members of the            leadership team) you may be able to use the same summary. If not, you may be able        to use the previous summary as a reference point. (Link any previous summaries to          your document) 

2. Open a copy of the Legal Template and save a blank copy to the Legal folder.

3. Name the copy with the users First and Last name / userID

4. Add the requested details in the EE/BBB/Special Projects folder under the EE/Legal                Pending tab. Link your document. 

 How to Complete the Legal Summary: 

1. Add the initial email to the sheet under "Email Copy" by copying/pasting (If it is a screen shot, just attach a copy of the screenshot or take a screenshot of it and insert the link to the screen shot)

2. Please make sure the chart at the bottom is filled out for each legal escalation you complete.

        a. Please clarify with the legal team as needed if they would like you to take over                        communication or reach out to the client. If they request only a summary, we should              be providing only that and not making any outreach attempts. If you are uncertain                  about whether or not to make an outreach attempt, please reach out to Katt or                      Charlene. 
3. Review all points fully to ensure an appropriate summary. Review Message Center, history, the job itself, Iovation, previous tickets, reach out to CE/Payment Risk as needed for additional reviews. As appropriate, request CE/Payment Risk not to take action until legal OK’s it.
4. Include a proposed resolution or a note that further guidance from legal is requested.

 How to Complete a Legal Summary: 

1. Legal summaries do not require Charlene’s approval prior to being sent.  If you would like assistance/feedback we recommend having a colleague look it over with you or contacting Katt with questions/concerns. 
2. Upon completion, copy the summary section only and reply to all on the Legal email with a paste of the summary.
3. Move your Pending line to the EE/Legal Complete 2019 tab on the project tracker.