How We Handle Your Feedback
Every rating, comment, and suggestion is reviewed by a real person on our team. Here's exactly what happens when you share feedback.
Effective Date: March 27, 2026|Last Updated: March 27, 2026
At Glass Box Solutions, we believe that building great legal technology requires listening to the people who use it. Our name reflects our commitment to transparency: we want you to see how our AI works, why it makes the decisions it does, and how we respond when something isn't right.
Your feedback shapes the product. Every piece of input is tracked in our Customer Experience platform, assigned to a team member, and resolved with status updates at every step. We take this seriously because your work affects real people's financial outcomes.
How to Submit Feedback
You can submit feedback directly within the Adjudica platform. Depending on the feature you're using, you'll see options to:
Rate an AI Analysis
1-to-10 scale on any AI-generated result
Thumbs Up or Down
Quick signal on a specific output
Written Comment
Describe your experience in detail
NPS Survey
Periodic satisfaction check-in
All of these channels feed into the same system, and all are reviewed by our team.
What Happens When You Submit Feedback
We follow a structured five-step process to ensure every piece of feedback is addressed:
Acknowledged
You receive an immediate confirmation. We call this your first "touch" — our term for any communication related to your feedback.
Triaged
Our Customer Experience team reviews your feedback and assigns a priority level based on urgency and impact.
Investigated
Depending on the type of feedback, our engineering, data science, or product teams dig into the issue.
Status Updates
As we work on your feedback, you receive updates at key milestones — when we start reviewing, when a fix is in progress, and when the issue is resolved.
Resolved + Follow-Up
When resolved, we send a summary of what was done. One week later, we follow up to confirm the issue is fully addressed.
Types of Feedback We Track
| Category | What It Covers |
|---|---|
| AI Accuracy | Incorrect analysis, conclusions, or recommendations |
| Citation Quality | Legal citations that are wrong, outdated, or missing |
| Performance | Slow responses, timeouts, system errors |
| User Experience | Confusing interface, hard-to-find features |
| Feature Requests | New capabilities or improvements you'd like to see |
| Praise | What's working well (we like hearing this too) |
Response Times
| Priority | Target Response |
|---|---|
| Urgent | Same business day — issues affecting case outcomes or data integrity |
| High | 1 business day — significant accuracy or functionality problems |
| Medium | 3 business days — moderate usability issues |
| Low | 1 week — minor issues, suggestions, praise |
Complex issues may take longer to fully resolve, but we'll keep you informed of progress at every step.
How We Protect Your Feedback
- •Confidential. Your feedback is accessible only to authorized members of our Customer Experience, Engineering, and Product teams.
- •Never shared externally. We never share your individual feedback, ratings, or comments with third parties.
- •Encrypted. Feedback data is stored in encrypted databases with SOC2 and HIPAA-compliant security controls.
- •AI-assisted, human-reviewed. We use AI to help analyze feedback patterns and draft responses. A human on our team always reviews AI-generated communications before they reach you.
Unsubscribing from Follow-Up Communications
Every follow-up email includes an unsubscribe link. Clicking it stops marketing emails immediately. You'll still receive transactional messages related to your account and active feedback submissions.
Contact Us Directly
Glass Box Solutions, Inc.
Email: support@glassboxsolutions.com
Include “Feedback” in your subject line, or your ticket reference number if you have one. We respond within one business day.
We are committed to building legal technology that earns your trust through transparency, responsiveness, and accountability. Thank you for helping us make Adjudica better.