Requesting legal information
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As an agent, if you are assigned a ticket from someone requesting Anchorfree's legal contact (phone, fax or email) for an investigation, please escalate the ticket to any available staff member and add an internal note with the word "Legal". As an agent, just use the internal escalation macro.
If you receive a chat requesting Anchorfree's legal contact, please use the "/legal escalation" to let the user know that you will be escalating the case via email.
As a staff member, if you receive a "Legal" escalation ticket:
Please reply with the Feedback::Legal::Law Enforcement PII 1st contact - 05/18 macro and remember to leave an internal note stating that if the person replies back, that the case needs to be assigned to any staff member.
After replying to the ticket, please send an email to Tae (t.kang@anchorfree.com) and John Brand (j.brand@anchorfree.com) with the subject Legal Escalation. In the body of the email, include a brief explanation of why you are escalating the case and add the ZD ticket number.
If the person replies back, please use Feedback::Legal::Law Enforcement PII 2nd contact - 05/18 macro. If the reply is appropriate to the second contact.
After replying to the ticket the second time, please update the email thread of the first ticket by replying all and adding Eugene (eugene@anchorfree.com) to your response. Remember to include in your email that you have already asked the person to send us to (eugene@anchorfree.com) a court-signed subpoena to proceed.
If you have any questions or doubts, please reach any staff member.