Customer Code of Conduct

Purpose and scope

MHSB is dedicated to building strong, collaborative relationships with the law firms and legal professionals we serve. This Customer Code of Conduct establishes the mutual expectations that enable us to deliver the best possible Lawmatics CRM implementations and support. It applies to all customers, partners, and their authorized users who engage with MHSB services, including implementation projects, ongoing support, training sessions, and any other interactions with our team.

By engaging our services, you agree to abide by this Code of Conduct. We believe that a foundation of mutual respect and clear expectations benefits everyone involved and leads to better outcomes for your firm.

Mutual respect

All interactions between MHSB team members and our customers should be conducted with professionalism, courtesy, and mutual respect. We are committed to treating every customer with dignity and attentiveness, and we expect the same in return. This includes respectful communication in all channels, whether by email, phone, video call, or in-person meetings. Harassment, discrimination, threats, intimidation, or abusive language directed at any MHSB team member will not be tolerated under any circumstances.

We understand that technology implementations can sometimes be stressful, and we are here to help navigate challenges. We ask that frustrations be communicated constructively so that we can work together toward a resolution.

Acceptable use

Customers are expected to use MHSB services and Lawmatics implementations for their intended business purposes and in compliance with all applicable laws and regulations. Acceptable use includes:

• Using your Lawmatics CRM instance for legitimate law firm operations, including client intake, case management, marketing, and communications.
• Following the workflows, processes, and best practices established during your implementation project.
• Keeping your account credentials secure and not sharing login information with unauthorized individuals.
• Ensuring that all users within your firm who access the system are trained on its proper use and are aware of relevant data handling obligations.
• Providing accurate and complete information during onboarding, implementation, and support interactions so that we can serve you effectively.

Prohibited activities

The following activities are prohibited when using MHSB services or interacting with our team:

• Using MHSB services or your Lawmatics implementation for any unlawful purpose, including sending unsolicited commercial messages (spam), engaging in deceptive marketing practices, or violating consumer protection laws.
• Attempting to access systems, data, or accounts that you are not authorized to use, including other customers' data or MHSB internal systems.
• Reverse engineering, decompiling, or attempting to extract the source code of any proprietary tools, templates, or workflows provided by MHSB.
• Misrepresenting your identity, your firm, or the nature of your relationship with MHSB to third parties.
• Using automated tools to scrape, harvest, or extract data from MHSB systems or communications without prior written authorization.
• Engaging in any activity that disrupts, damages, or impairs the functionality of MHSB services or Lawmatics systems.

Data responsibilities

As a law firm, you handle sensitive and confidential client data. When using Lawmatics and MHSB services, you are responsible for:

• Ensuring that all data entered into your Lawmatics instance complies with applicable privacy laws, including state and federal regulations governing client confidentiality and data protection.
• Obtaining appropriate consent from individuals before collecting, storing, or processing their personal information within the CRM system.
• Maintaining the accuracy and integrity of data in your system and promptly correcting any errors.
• Notifying MHSB promptly if you become aware of any data breach, unauthorized access, or security incident involving your Lawmatics instance or MHSB services.
• Following your firm's own data retention and disposal policies and ensuring that your use of the CRM aligns with your professional ethical obligations.

MHSB will handle any customer data we access during implementation or support with the utmost care and in accordance with our Privacy Policy.

Communication expectations

Clear and timely communication is essential to successful implementations and ongoing support. We ask that customers:

• Respond to requests for information, approvals, or feedback within a reasonable timeframe to keep projects on schedule.
• Designate a primary point of contact within your firm who is authorized to make decisions regarding the implementation and has the availability to participate in the process.
• Provide complete and accurate information when submitting support requests, including descriptions of the issue, steps to reproduce it, and any relevant screenshots or error messages.
• Use the designated communication channels (email, support portal, scheduled calls) for service-related matters rather than contacting team members through personal channels.
• Attend scheduled meetings, training sessions, and project milestones on time, or provide advance notice if rescheduling is necessary.

We commit to the same standards of responsive, clear, and professional communication from our side.

Intellectual property

MHSB invests significant time and expertise in developing custom workflows, templates, automations, training materials, and documentation for our clients. Unless otherwise specified in a written agreement:

• Custom workflows, templates, and configurations created by MHSB during your implementation remain the intellectual property of MHSB, with a license granted to you for use within your firm.
• You may not distribute, sell, sublicense, or share MHSB-created materials, templates, or workflows with other firms or third parties without our prior written consent.
• Training materials, guides, and documentation provided by MHSB are for your firm's internal use only and may not be reproduced or distributed externally.
• We respect your firm's intellectual property as well, including your branding, content, and proprietary processes, and will only use them as necessary to deliver our services.

Consequences of violations

MHSB takes this Code of Conduct seriously and reserves the right to take appropriate action in response to violations. Depending on the nature and severity of the violation, consequences may include:

• A verbal or written warning outlining the violation and expected corrective action.
• Temporary suspension of services until the issue is resolved.
• Modification or termination of the service agreement, with notice provided as specified in the applicable contract.
• In cases involving illegal activity, referral to appropriate law enforcement authorities.

We will always attempt to resolve issues through direct communication first and view enforcement actions as a last resort. Our goal is to maintain a productive and positive working relationship with every customer.

Reporting concerns

If you witness or experience conduct that you believe violates this Code of Conduct, whether from an MHSB team member or another party involved in our services, we encourage you to report it promptly. You can report concerns by emailing info@mhsbsolutions.com, calling (864) 448-6974, or using our contact page.

All reports will be taken seriously, reviewed promptly, and handled with appropriate discretion. We are committed to addressing concerns fairly and without retaliation against anyone who reports a concern in good faith.

Modifications to this code

MHSB reserves the right to update this Customer Code of Conduct at any time. When we make material changes, we will update the "Last updated" date at the top of this page and, where appropriate, notify active customers of significant changes. Continued use of our services after changes are posted constitutes acceptance of the updated code. We encourage customers to review this page periodically to stay informed of our expectations.

Contact us

If you have questions about this Customer Code of Conduct or need clarification on any of the standards outlined here, please contact us at info@mhsbsolutions.com or call (864) 448-6974. You can also reach us through our contact page.