Service Terms & Conditions

1. Overview

This Agreement governs Law Firm's use of Intake360, a credit-based intake and lead engagement service provided by Attorney Assistant LLC.

• The Law Firm purchases a defined credit package. Credits are auto-replenished when the balance falls below a set threshold.
• Auto-replenishment may be canceled with written notice prior to reaching the threshold.
• Credits are non-refundable and remain valid until used.
• No subscription fees or renewals — only pay for credits used.
• Intake360 is not a law firm and does not share in legal fees.
• No lawyers will speak to Client's leads throughout the Intake360 process.
• No Attorney-Client relationship will be formed with Client's leads throughout the Intake360 process.
• If no credits are used for 6 consecutive months, a $500 reactivation fee applies.

2. Credit Package

• Credit pricing is locked for 12 months; after that, a 7% annual increase applies.
• When credit balance reaches the threshold, the Re-Up Amount is auto-applied.
• Opt-out of auto-replenishment via written notice.

3. Scope of Services

Inbound Handling

Covers live call answering for:

• Spillover from missed firm calls (as defined in Discovery Call)
• Direct routing from marketing numbers, websites, etc.

Services include:

• Live call answering
• Intake (if criteria are met)
• Warm transfers or appointment scheduling
• "Flag for Review" where applicable

Outbound Handling

Covers proactive follow-up for leads from:

• Forwarded or copied emails containing lead details
• Website form submissions (e.g., Facebook, Google)
• CRM status changes or direct lead pushes

Includes:

• Up to 5 manual phone call attempts
• Appointment coordination or contract signing if applicable

Initial Method: At launch, leads should be submitted by copying Intake360 on the original lead email. Follow-up will begin immediately.

Future Automation: After 30 days live, automated lead posting options (e.g., via Zapier or CRM integration) may be explored jointly.

4. Additional Deliverables & Onboarding Responsibilities

Client Must Provide:

• All versions of its contingency fee contract(s)
• Any required intake or retainer documents
• A shared Microsoft Teams channel (or equivalent) for real-time communication
• Valid phone numbers for all submitted leads

Submission Requirements:

• Leads must include a valid phone number
• Initially, leads are submitted by copying Intake360 on emails
• After 30 days, Intake360 and Client may scope automated solutions

Intake360 Will Provide:

• Middleware integration (e.g., Zapier, Make) for lead routing
• Live updates, call recordings, and intake delivery
• Setup coordination via the Pre-Go-Live Discovery Call

Pre-Go-Live Discovery Call Will Define:

• Case logic, red flags, and sign thresholds
• Criteria for Flag for Review, Warm Transfer, and Signed CFA
• These will be documented in a Sign Criteria Addendum (editable by mutual agreement)

5. Case Evaluation Criteria

Reception Only (No Intake)

Examples include:

• Spam, hang-ups, or robocalls
• Opposing counsel, insurance adjusters, or vendors
• Existing client status check-ins
• Administrative or non-intake calls

Warm transfers for these calls require a separate Warm Transfer Addendum.

Flag for Review

Used for clearly disqualified or problematic leads. Examples:

• Statute of limitations within 3 months or expired
• No qualifying injury
• Outside practice area or jurisdiction
• Prospect declines representation

Final criteria to be determined collaboratively after credit purchase.

Appointment / Warm Transfer

Used for gray-area leads where case potential is unclear. Examples:

• Liability or jurisdiction is uncertain
• Injury present but not clearly actionable
• Prospect requests to speak with attorney
• Hourly or flat-fee matters

Will be defined in onboarding and outlined in the Sign Criteria Addendum.

Signed Contingency Fee Contract

Only permitted if:

• The Client provides a valid contingency fee contract
• A signed Sign Criteria Addendum is in place
• Case meets the agreed-upon criteria

Review Collection

Bonus credits for verified 5-star public-facing reviews.

• Optional, respectful review request process
• Reviews are requested only after contract signing
• Screenshots or links are shared with the firm

6. Credit Value Matrix

7. Lead Delivery

For each processed lead, Intake360 delivers:

• Intake notes
• Call recordings
• Appointment confirmations or signed contracts (if applicable)
• Additional deliverables defined in onboarding

Shared via email, Teams, or agreed-upon method.

8. No-Show Policy

If a scheduled meeting is missed:

• Notify Intake360 within 7 business days
• Intake360 will attempt 3 re-engagement calls
• If rebooked: no new credits charged
• If missed again: 1 credit refunded
• CRM status must be updated to "Intake360 Reengage"

9. TCPA Compliance

• All calls and texts are handled manually by live agents
• No robocalls, auto-dialers, or mass texting tools are used

10. Contract Coordination Requirements

• Client must provide all versions of its contingency fee contract(s) during onboarding.
• Intake360 will only obtain signatures on the contingency fee contract.
• Client is responsible for obtaining all other documents (e.g., HIPAA forms, wage records).

The contingency fee contract must include mutually agreed-upon "Request for Legal Services" language to clarify that Intake360 is not forming an attorney-client relationship.

Sample Language:

"By signing below, I am requesting legal representation from the law firm named above. I understand this request is not binding on the law firm and that no attorney-client relationship is formed until the firm signs this agreement and notifies me that it has agreed to accept my case."

"I understand that Intake360 is not a law firm and is assisting only with intake. All legal advice and decisions regarding my case will come directly from the law firm if and when they accept my case."

• Services may pause if this language is not included.
• Intake360 will not collect Social Security numbers under any circumstances.

11. Privacy, Security & Integration

• No backend CRM access by Intake360
• Routing is handled securely via middleware (e.g., Zapier, Make)
• All agents sign confidentiality and data protection agreements

12. Insurance & Liability

• Intake360 maintains general liability and E&O insurance
• Client must maintain malpractice coverage and provide a declarations page upon request

13. Indemnification

The Law Firm agrees to indemnify Intake360 for any claims arising from:

• Failure to follow up with leads
• Malpractice, negligence, or intake handling errors within the firm
• CRM errors or delays caused by the firm
• Misuse of intake data provided by Intake360
• Any legal or regulatory violations related to post-intake actions
• The firm receiving a less than 5-star review
• Ethical issues stemming from not speaking to a lawyer prior to signing the contingency fee agreement if Client is in a jurisdiction that requires it

14. Independent Contractor & Non-Solicitation

• Intake360 operates as an independent contractor
• Client agrees not to solicit, hire, or directly engage Intake360 personnel for 12 months following termination

15. Governing Law & Dispute Resolution

• Governed by the laws of Delaware
• Disputes resolved through good-faith negotiation, then binding arbitration
• Jury trial waived
• Prevailing party may recover attorneys' fees
• Claims must be filed within 2 years of accrual

16. Final Legal Terms

• No assignment without written consent
• If any provision is found unenforceable, the remainder still applies
• This order form supersedes all prior drafts
• Changes must be made in writing and signed by both parties