Skip to main content
All CollectionsCollaborating with One Legal
Understanding Service Level Expectations and Monitoring
Understanding Service Level Expectations and Monitoring

Your Commitment to Timeliness and Quality

Updated over 8 months ago

At One Legal, we hold our independent contractors to high standards to ensure that our clients receive exceptional service. This article outlines the service level expectations set forth in your agreement with us and how your performance is monitored to maintain compliance with legal and customer requirements.

Service Level Expectations

1. Job Acceptance Timeline:

  • Response Requirement: You are expected to respond to job offers by either accepting or declining within a maximum of 24 hours. However, it's best practice to make your decision as soon as possible to maintain workflow efficiency.

2. Timeliness of Attempts:

  • Rush Jobs: For rush service levels, you must make the first attempt within 24 hours of accepting the job.

  • Standard Jobs: For standard service levels, the first attempt should be made within 5 days of job acceptance.

3. Completion of Service:

  • Service Attempts: All necessary attempts (as detailed in our diligence guidelines) must be completed, and the job status updated to reflect completion. This could include statuses like non-service, bad address, substituted service, or personal service.

  • Timeframe for Completion:

    • Rush Jobs: All actions must be finalized within 7 days from acceptance.

    • Standard Jobs: Complete all actions within 21 days from acceptance.

  • Monitoring: We monitor these timeframes closely, and you will be notified immediately if any assignments fall outside these parameters.

4. Affidavit Review and Signature:

  • Prompt Review Required: Once we notify you that the affidavit for your service attempt is ready, you must review and sign it within 48 hours. This step is crucial as a completed affidavit triggers your payment.

Importance of the ServeManager Mobile App:

  • Mandatory Use: Successful service requires the use of the ServeManager mobile app for logging all service attempts in the field. See: Mandatory ServeManager Mobile App Usage.

  • Functionality: The app helps ensure that you meet the specified timelines by allowing real-time updates and evidence logging.

Performance Monitoring and Impact

Job Scoring System:

  • Criteria: Your adherence to the above timelines heavily influences your job score. We use these scores to assess your performance consistently.

  • Incentives: High job scores can lead to bonus payments as a reward for your efficiency and reliability.

  • Consequences of Low Scores: Consistently low scores may lead to discussions about performance improvement and could potentially impact the frequency of job assignments you receive.

Did this answer your question?