Working with us
Communication policy and response times
Updated May 14, 2026
Clients often tell us that slow replies are the most frustrating part of working with lawyers, so we've put our commitments in writing. This page explains how quickly we respond, who you'll hear from, and how to share information safely.
Response times
| Message | Our commitment |
|---|---|
| New inquiries | A reply within 1 business day |
| Calls and emails from clients | Acknowledged within 1 business day, with a substantive reply within 2 business days |
| Real-estate matters during closing week | The same business day |
Business days are Monday through Friday, excluding the holidays when our office is closed. A message that arrives after 5:30 p.m. Central Time is treated as received the next business day. If you need an answer by a particular date, put that date in your subject line.
Who handles your matter
Every matter has a responsible attorney and a paralegal, both named in your engagement letter. Your paralegal is often the fastest person to ask about scheduling, document status, and help with the client portal. Paralegals can't give legal advice, so they'll bring legal questions to your attorney.
When your attorney is out of the office, their automatic email reply names another attorney in the same practice area who can help in the meantime.
How to reach us
- Client portal messages are best for anything involving documents or confidential details.
- Email to your attorney or paralegal works well for scheduling and general questions.
- Phone: call (512) 555-0142 during business hours. Voicemails left after hours are returned the next business day.
We don't communicate about legal matters by text message, because texts don't become part of your file. We don't have an emergency or after-hours line.
Sharing documents securely
Upload documents through the client portal, which encrypts files in transit and in storage. Please don't email Social Security numbers, bank or brokerage account numbers, or images of your ID. If you aren't a client yet, don't send documents at all until your conflict check has cleared; our website assistant can't accept documents either.
To protect confidentiality, use a personal email address rather than a work account your employer can access, and avoid forwarding our advice to other people. If we represent more than one person in a matter, such as spouses or co-owners, your engagement letter explains how information is shared between you.
Protecting you from wire fraud
Criminals impersonate law firms and title companies to redirect closing funds and fee payments. Our rules are simple:
- We never send wiring instructions by email.
- We never change payment instructions by email.
- Before you wire money for a closing, call your title company at a phone number you've verified yourself, not one from an email.
If you think you've received a fraudulent message, don't reply to it. Call us at (512) 555-0142 right away, and if you've already sent money, call your bank immediately.
Keeping you informed
We'll update you at each milestone in your matter, such as when a draft is ready, a filing is submitted, a hearing is set, or a title commitment arrives. If something changes your timeline or expected cost, we'll tell you promptly and explain why. Hourly clients receive itemized invoices every month. If your phone number, email address, or mailing address changes, update it in the client portal.
Our website assistant
Our website assistant isn't monitored by attorneys in real time, so please don't use it for urgent or confidential matters. It can pass a message to our team, and we'll respond within the times above.
This is general information, not legal advice.