AI, ABA and Conflicts News — AI Use and Work Privilege Protections, Insurer v Defense Counsel Conflicts Concerns


More on AI use and privilege from David Kluft: “Can a pro se party’s AI use be protected by the work product doctrine?” —

  • “In a CO employment dispute, the parties got into a discovery dispute over the use of AI. The defendant wanted the pro se plaintiff to reveal what kind of AI he was using to review confidential material. The plaintiff claimed this information was protected by the work product doctrine.”
  • “The Court distinguished U.S. v Heppner (SDNY), in which a represented criminal defendant used AI on his own and not at the behest of counsel, and therefore the work product protection did not apply to his chatlogs.”
  • “By contrast, the Court found that in this case, there was no counsel on whose behest AI would be used so there was no separation between client and counsel, and in addition the civil rules afforded broader work product protection to parties than the criminal rules.”
  • “Therefore, ‘some’ work product protection did extend to the pro se party’s use of an AI platform. However, the mere identity of the AI platform being used is not work product because it does not reveal the party’s mental impressions, case strategy and legal resource allocation.”
  • “The Court issued a protective order restricting the use of AI to platforms that did not disclose confidential information to third parties and that allowed information to be deleted.”
  • Decision: here.

Washington court blocks insurer from using assigned malpractice claims against defense counsel” —

  • “A Washington appeals court just told liability insurers they cannot sue their own retained defense counsel using malpractice claims assigned from their insured.”
  • “The April 6 decision from the Washington Court of Appeals draws a firm line around a recovery strategy that some insurers have turned to when defense counsel’s alleged negligence drives up the cost of a claim. The ruling will likely prompt liability insurers operating in Washington to rethink how they manage risk when the lawyers they hire to defend their policyholders perform poorly.”
  • “The dispute traces back to a personal injury at Vertical World, an indoor climbing gym. Michael Vandivere fell and was injured, allegedly because of a defective auto belay device manufactured by C3 Manufacturing LLC. Vandivere sued, and C3 turned to its primary liability insurer, Great American E & S Insurance Company, for a defense. Great American agreed to defend C3 but did so under a full reservation of rights – meaning it preserved the option to later deny coverage depending on how the facts developed.”
  • “Great American retained attorney J. Scott Wood to handle C3’s defense. Wood initially practiced at Foley & Mansfield PLLP but moved to Sinars Slowikowski Tomasaka LLC in early 2022, and C3 retained Sinars as its new defense firm. At Sinars, Wood worked with attorney Christopher Furman on the Vandivere lawsuit.”
  • “That is where things went sideways. Between April 2022 and April 2023, Furman visited two Vertical World gym locations – including the one where Vandivere was hurt – on what the complaint described as dozens of occasions. Neither Furman nor Wood updated C3’s discovery responses to disclose those visits, even though discovery obligations required it.”
  • “Meanwhile, C3’s excess umbrella carrier, Houston Casualty Company, notified C3 that it was rescinding its $4 million policy, alleging that C3 had made material misrepresentations on its insurance application. Wood, who had already disclosed the existence of the Houston Casualty coverage to Vandivere, did not update C3’s discovery responses to reflect the rescission.”
  • “Then came a conflict of interest. In April 2023, Wood left Sinars and joined Gordon Rees Scully Mansukhani LLP – the same firm that was representing Houston Casualty in its coverage dispute against C3. For about two weeks, Wood continued to represent C3 while his new firm simultaneously represented Houston Casualty on the opposing side. When the conflict was disclosed in May 2023, Wood and Gordon Rees withdrew from representing C3, leaving Great American scrambling to find new defense counsel just weeks before trial.”
  • “New counsel quickly disclosed what prior counsel had not. The parties learned about Houston Casualty’s attempted policy rescission, and Vertical World informed Vandivere that Furman had visited its facilities more than two dozen times – all without disclosure. Vandivere moved for sanctions, and the trial court obliged, awarding monetary penalties and signaling that it would instruct the jury to draw a negative inference from C3’s discovery failures. Vandivere then took the position that the misconduct effectively obligated Great American to cover any judgment in full, regardless of its policy limit.”
  • “Facing that pressure, Great American settled the case for $5 million – well above its $1 million primary policy limit – in addition to court-ordered sanctions against C3 and Sinars. As part of the settlement arrangement with C3, the insured assigned all of its legal malpractice and related claims against the defense lawyers and their firms to Great American.”
  • “Great American then sued the defense attorneys and firms, asserting malpractice and breach of fiduciary duty both on its own behalf and as the holder of C3’s assigned claims. The superior court dismissed Great American’s direct claims but allowed the assigned claims to proceed.”
  • “The Court of Appeals reversed on the assigned claims. The core of the ruling is that Washington public policy does not permit an insured to hand over its legal malpractice claims against defense counsel to the liability insurer that retained that counsel, at least not where there is a potential conflict between insurer and insured. A reservation of rights defense, the court reasoned, inherently creates that potential for conflict.”

When should counsels disclose judges’ conflicts? Responsibilities addressed in new ABA ethics opinion” —

  • “If a lawyer knows or should know information in a court proceeding that would likely warrant a judicial disqualification, they have an obligation to disclose it, even if the judge doesn’t, according to an ethics opinion released Wednesday by the ABA.”
  • “Caselaw holds that lawyers have an overarching duty of candor to the courts, according to Formal Opinion 522, published April 8 by the ABA’s Standing Committee on Ethics and Professional Responsibility.”
  • “‘Judges are expected to raise recusal questions themselves,’ according to the opinion, citing Rule 2.11 of the ABA Model Code of Judicial Conduct.”
  • “However, if the judge fails to do so, the obligation extends to attorneys under Model Rule 8.4(d) of the ABA Model Rules of Professional Conduct, which prohibits attorneys from engaging in conduct ‘prejudicial to the administration of justice.’”
  • “However, an attorney’s obligations to disclose information that might require a judge to recuse themselves is tempered by the attorney’s duty of confidentiality under Model Rule 1.6, which prohibits revealing client information without their informed consent.”
  • “The formal opinion lists four illustrations, which focus on prior employment connections, campaign contributions, a spouse’s law firm involvement and a counsel’s business relationship with a judge’s family member.”
  • Full opinion: here.



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SLA in Pega – Table of Content

What is Pega?

Pega is a tool for managing business processes developed in Java. It uses Java and OOPs concepts. It has become more popular because of its agile way, flexibility, and extensibility. As Pega is a no-code tool, it is very easy for non-technical people to learn how to build complex applications using Pega. It has a dev studio in it that allows the owners of the business, sales leaders, and marketing teams to work directly with the developers to create new applications, automate and improve business processes and learn the business as it works to improve the customer experience. All about Pega begins with the company’s need and customer experience, and it comes with decades of evolution to continuously improve.

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What is SLA in Pega?

SLA stands for Service Level Agreement. SLA is one of the valuable features of the Pega CRM platform. Service Level Agreements enable us to set up goals and deadlines as part of the case management process. The main purpose of SLA is to help the task force to handle everything on time. Pega Rules Process Commander will monitor each SLA rule on taking care of performing a particular event action that was configured on that specific rule. It also adjusts the urgency associated with that task by increasing the urgency number. This may highlight the task in the employee’s worklist as it requires attention. So, based on the urgency of the task, we can sort the worklist. For every assignment, the default urgency is 10. 

A Service Level Agreement defines time intervals as a goal and a timeline, which are used to standardize the way you solve work in your application. It creates a deadline to complete the work. When we create a goal and deadline, Pega creates an SLA. We can configure service levels for process, steps, stages, and entire classes. In Pega, there are four levels for SLA: start, Goal, Deadline, and Passed deadline.

  • Start: This is the step at which the service level timing begins. It begins at zeroth hour.
  • Goal: It states how long the assignments should take. This step is measured from when the assignment or the case begins.
  • Dead Line: It defines the amount of time the case or step may take before it is late. It is measured from the time when the assignment or case begins.
  • Passed Deadline: Passed Deadline defines when to take further action as the assignment or the case has passed the deadline. It measures the time that passed since the deadline for a still open assignment.

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Importance of SLA

  • SLA makes sure that your service provider is on the same page in terms of standards and services. It is important to set clear and measurable guidelines as they reduce the likelihood of client disappointment and provide recourse if the obligations are not met.
  • SLAs provide recourse for the unmet service obligation. If the obligations are not met by your service provider, then there will be significant consequences for the reputation of your company. So, we must include consequences in the SLA if performance standards are not met. 
  • SLA provides peace of mind to your clients. They have a contract to which they can refer, which enables them to hold their service provider responsible and which specifies exactly the type of service they expect. If the agreed requirements are not met, they can mitigate some of the impacts through financial compensation from their provider. 

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What are the types of SLAs?

There are four types of SLAs. They are:

Assignment SLA:

An SLA referred to an assignment is known as assignment SLA. This SLA is started when the assignment is created and ended when the assignment is completed. Under the newly Assigned Page, the assignment urgency is set in the property pxUrgencyAssignSLA.

Case level SLA:

An SLA, when referred to the case level, is known as Case level SLA. Throughout the lifecycle of a case, this SLA is applicable. It is started when a case is started and ends when the case is ended. This SLA is identified under the workpage in the standard property pySLAName. It is set in a pxUrgencyWorkSLA property under pyWorkPage. Case level SLA urgency is set in a pxUrgencyWorkSLA property under pyWorkPage.

Stage level SLA:

When an SLA is referred to at stage level, it is called Stage level SLA. It is started when a case enters a stage and stops when the case leaves the stage. Urgency in Stage level is set in a pxUrgencyWorkStageSLA property under pyWorkPage.

Step level/Flow level SLA:

When an SLA is referred to as a step or flow level, it is called a Step level or Flow level SLA. A step level SLA starts when a process or step is started and stops when the process or step is ended. A Flow level SLA is started when a flow is started and stops when a flow is ended. A step SLA overrides a flow SLA if present. In the case type rule, step SLA can be referred to in every step under the stage. A flow SLA is referred under the process tab of the flow rule. The flow or step level urgency is set in the pxUrgencyWorkStepSLA property under pyWorkpage.

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How to configure SLA?

An SLA is an instance of class Rule-obj-service level. This SLA event is written to the queue class System-Queue-service level and is processed by an OOTB agent ServiceLevelEvents of the ruleset Pega-ProCom. In Record Explorer, SLA rules can be found under the Process category.

  • Start of Service-Level: This step involves setting up initial urgency and conditions to trigger the SLA rule. 
    Based on three different conditions, an SLA can be marked as ready. Only when a specific condition is met, the SLA entry will be written to the queue class.
  • Immediately: When this option is selected, SLA will be written to the queue class when the assignment with SLA gets created.
    Dynamically defined on a property: when this option is selected, it accepts a date-time property as the input, and when the specified time is reached, it writes an entry into the queue class.
  • Timed delay: When this option is selected, with a time delay, the SLA entry will be written into a queue class. The time delay is specified in minutes, hours, and days fields.
  • Service Level Definitions: This step is used to define different intervals in an SLA. They are goal, deadline, passed deadline. An interval can be defined in two ways. They are

                  1. Interval from when the assignment is ready

                  2. Set to the value of the property.

How do we add a service level to an assignment?

  • Open case type from designer studio
  • Select any case type that is available
  • Select the step for which SLA to be set
  • On the right side, select the goal and deadline tab to configure the service level
  • Enter the goal and deadline 
  • We can also enable the notify option that notifies when the goal or deadline is reached.

How do we add a service level to a case?

  • On the explorer panel, click on the case types to open the case explorer
  • Go to the settings tab on the case life cycle
  • Select goal and deadline under the settings tab.
  • Select consider goal and deadline.

To add a service level throughout the case life cycle:

  • Open case types
  • Select any case type that is available
  • Select the step for which SLA to be set
  • Click open SLA on the right side
  • Configure the goals and deadline.
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Conclusion

In this blog post, we have covered all the important information about SLA in Pega. I hope you found this blog helpful and gave you knowledge on SLA’s, levels of SLA in Pega, configuring SLAs, etc. If you feel anything to be added or uncovered in this blog, feel free to drop a comment in the comment box. 

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