Client Standards & Client Protocols Library

  • Document ID: M23-CCP-2026-06
    Effective Date: June 2, 2026
    Version: v1.0
    Sensitivity: Client – External

    1. Purpose

    This policy establishes the required communication standards and matter management protocols across M23 Global Holdings and its affiliated entities.

    The objective is to:

    • Maintain operational efficiency

    • Ensure compliance with documentation and recordkeeping requirements

    • Preserve audit integrity across all engagements

    Adherence to this policy is mandatory. Failure to comply may result in delays, reduced matter visibility, and impact to delivery timelines.

    2. Scope

    This policy applies to:

    • All clients

    • All active engagements, matters, and project workflows

    • All communication involving M23 Global Holdings and affiliated entities

    3. Systems of Record & Primary Channels

    3.1 Email (Microsoft 365) — Primary Communication Channel

    All:

    • Correspondence

    • Approvals

    • Updates

    • Deliverables

    Must be conducted exclusively via email.

     

    Rationale:

    • Ensures compliance with documentation requirements

    • Maintains audit-ready communication history

    • Enables full cross-team visibility and stakeholder alignment.

    3.2 Clio — Official Client Matter Management Platform

    All client-facing work must be managed within Clio, including:

    • Matters

    • Documents

    • Files

    • Requests

    • Approvals

    Clients are required to use:

    • Clio client portal

    • Clio mobile application (where applicable)

    Clio serves as the official system of record, ensuring:

    • Structured matter tracking

    • Secure document management

    • Complete auditability across engagements.

    4. Approved Communication Channels

    4.1 Microsoft Teams — Internal Messaging & Collaboration

    Microsoft Teams communications are:

    • Treated with the same priority as email and Clio

    • Fully monitored and documented

    • Capable of triggering workflows, task assignments, and accountability tracking

    All Teams activity should be considered:

    Actionable, visible, and part of the formal communication record

     

     

    4.2 Text Messaging — Restricted Use

    Text messaging is:

    • Strictly limited to urgent or time-sensitive matters approved by M23.

    • Not recognized as a system of record in most cases.

    Any:

    • Decisions

    • Directions

    • Approvals

    Communicated via text must be formally documented in:

    • Email

    • Microsoft Teams

    • Clio

    Failure to transition text-based communication into approved channels may result in misalignment or processing delays.

    5. Device & Platform Requirements

    While M23 supports mobile-compatible tools, a mobile-only workflow is not sufficient for engagement participation.

    Required Standard:

    Clients must maintain access to a:

    • Laptop or desktop environment

    Rationale:

    Mobile-only usage may result in:

    • Limited data visibility

    • Incomplete document access

    • Workflow disruption

    • Operational bottlenecks

    Consistent access to a full computing environment is required to ensure continuity and efficiency across all active projects.

    6. Communication Cadence & Availability

    6.1 Standard Business Hours

    • Monday – Friday

    • 9:00 AM – 5:00 PM

    Closed on most major holidays

    6.2 Exceptions

    The following operate under separate engagement-level protocols:

    • Live event execution

    • Touring-related matters

    • Time-sensitive operational situations

    6.3 Global Time Zone Alignment

    M23 operates across multiple regions, including:

    • Los Angeles — Pacific Time (PT)

    • Detroit — Eastern Time (ET)

    • London — Greenwich Mean Time (GMT)

    Clients are expected to account for time zone differences when engaging.

    7. Compliance & Enforcement

    Compliance with this policy is required to:

    • Maintain audit-ready records

    • Ensure operational continuity

    • Support cross-functional collaboration

    Non-Compliance May Result In:

    • Delayed response times

    • Reduced matter prioritization

    • Limited internal visibility

    • Impacted project timelines

    8. Access & Tools

    • Clio Client Portal: www.m23agency.com/clio

    • Email Platform: Any platform able to receive email.

    • Internal Messaging: Microsoft Teams or Clio Client Portal

    9. Policy Governance

    This policy is issued by M23 Global Holdings leadership and applies across all service lines, including:

    • Client Services

    • Strategic Partnerships

    • Artist Development

    10. Closing Statement

    M23 Global Holdings operates at the intersection of precision, compliance, and execution.
    These standards are designed to protect the integrity of every engagement while ensuring consistent, high-level delivery across all client relationships.

    /s/ Bryan Dafoe, M23 Global Holdings, Managing Director

    June , 2026