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Understanding Account Pauses and Deactivations
Understanding Account Pauses and Deactivations

Maintaining Standards for Continued Partnership

Updated over 7 months ago

At One Legal, we value our partnership with independent contractors and strive to ensure successful outcomes for both you and our clients. However, there are certain circumstances where we may need to pause or deactivate a contractor's account. This article explains those conditions and the importance of adhering to our operational standards.

Circumstances Leading to Account Pause or Deactivation

1. Non-use of the ServeManager Mobile App:

  • Mandatory Use: As specified in our guidelines, using the ServeManager mobile app to log all service attempts is mandatory (See: Mandatory ServeManager Mobile App Usage). Failure to use the app for logging attempts is a primary reason for account suspension.

2. Poor Performance:

  • Timeline Adherence: Your ability to complete assignments within the required timelines is crucial (See: Understanding Service Level Expectations and Monitoring). If assignments consistently fall outside these timelines, it may lead to a pause or deactivation of your account due to poor performance.

3. Poor Communication:

  • Responsiveness: Effective communication is key to resolving issues and maintaining smooth operations. If you fail to respond to our inquiries or we are unable to reach you consistently during normal business hours, your account may be subject to suspension. While we understand that the nature of your work often involves being in transit, persistent non-communication will be considered unacceptable.

Contractor Relations Team Involvement:

  • Monitoring and Support: Our Contractor Relations team actively monitors contractor performance. They work closely with contractors to address any issues and help improve performance to avoid account deactivation.

  • Opportunities for Improvement: Before taking any action to pause or deactivate an account, we typically provide feedback and opportunities to rectify the situation, emphasizing our commitment to supporting your success.

Discretionary Work Assignment:

  • Work Volume: Per our agreement with you, you are not guaranteed any specific volume of work. We may, at our discretion, choose to redistribute assignments to other contractors based on performance metrics and current needs.


Maintaining high standards in the use of required tools, performance metrics, and communication is essential for continuing your partnership with One Legal. The guidelines are designed to foster reliability and efficiency, which are crucial for our mutual success. If your account is paused or deactivated, please reach out to our Contractor Relations team (via [email protected]) for guidance on how to address the issues and potentially reactivate your account.

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