Communication Policy

SIC operates on a structured client communication model. All case-related communication for active engagements must be conducted through the SIC client portal. This ensures proper documentation, consistent chain-of-custody for case communications, and timely assignment to the appropriate team member.

The client portal is the primary and designated channel for all inquiries, updates, file submissions, and case correspondence once an engagement is active. Communication submitted outside the portal for active matters may experience delays or may not be received by the appropriate case team member.

Unsolicited telephone calls, text messages, and emails sent outside of authorized channels are not monitored as primary intake or case communication methods. SIC does not accept case instructions, directives, or sensitive case information through unsolicited calls or unstructured emails.

If you are not a current client, use the Contact page to submit an intake inquiry. SIC will respond through the contact form process. Calls to general or published numbers are not guaranteed to reach the appropriate team.

Once an engagement is active, all case-related communication — including instructions, document submissions, authorization requests, billing inquiries, and status updates — must be submitted through the client portal.

Portal messaging is logged, timestamped, and associated with the relevant case file. This standard protects both the client and SIC by maintaining a clear, documented communication record throughout the engagement.

Portal messages are reviewed during standard business hours, Monday through Friday. SIC aims to respond to portal inquiries within one business day for non-urgent matters. Response times for new inquiries submitted through the contact form may vary based on intake volume.

Clients should not expect same-day responses for routine case updates or administrative inquiries. For matters requiring expedited attention, use the urgent flag within the portal.

If you have an active engagement and a matter requires urgent attention, submit the communication through the client portal and mark it with the urgent flag. This will escalate the message for faster review.

SIC does not maintain a 24-hour emergency response line for general client inquiries. Truly time-critical field matters should be discussed during case setup so that appropriate protocols are established in advance.

Portal messaging is for case-related matters only. The portal is not intended for general business inquiries, solicitations, vendor pitches, or non-case communications. Such messages will not receive responses.

Portal access is granted only to authorized clients and designated representatives. Sharing portal credentials with unauthorized parties is a violation of SIC engagement terms.

Portal access is granted following the execution of a retainer agreement. New clients receive portal access credentials as part of the onboarding process once an engagement is authorized and a retainer is in place.

If you are an active client and have not received portal access, or if you need to update authorized portal users, contact your assigned SIC case coordinator through the intake email at intake@sentryintelligencecorp.com or submit a request through the contact form.