Email support
Send your firm name, the connector involved, and what you are seeing. Include a document path or sync timestamp when you can, so we can trace it in the audit log.
Support
Support for your sync
MatterOrbit is built and supported by Micronetbd. Reach the team directly by email, or book a call when you want to walk through setup, connectors, or a conflict policy. This page covers how to get help, what to expect, and the answers firms ask for most.
Approved integration partner
MatterOrbit is a Filevine-approved integration that extends the platform with full two-way document sync. Filevine stays your system of record while every matter stays mirrored, both directions, in the storage your firm already uses.
How the Filevine integration works →
How to get help
Two ways to reach us
Email is the fastest route for an existing firm. A call is best when you are scoping a new connector or backfill.
Book a setup call
For new connectors, backfill planning, or a change to your conflict strategy, a short call is the quickest path. We will map Filevine to your storage and confirm the plan before anything changes.
Book a setup call →
Response expectations
When you will hear back
These are the targets the Micronetbd team works to. Enterprise firms can agree tighter terms on their support plan.
Within one business day
Every email gets a first human response inside one business day, Monday to Friday, US business hours.
Same business day
If documents have stopped moving, flag it as urgent in the subject line. We triage interruptions ahead of routine questions.
Scheduled on a call
New connectors, mapping changes, and backfills are planned on a call so the work is scoped and confirmed before it runs.
FAQ
Common support questions
How does setup work?
Setup starts with a 30-minute scoping call. We connect Filevine and your storage, map projects to folders, configure the conflict strategy your firm chose, and run the initial backfill so existing documents are in sync from day one. You approve the mapping before anything moves.
How is my data secured? Are you SOC 2?
Micronetbd is SOC 2 Type II at the company level today. MatterOrbit uses Azure AD per-tenant consent with least-privilege scopes, and credentials live in a per-tenant encrypted vault using AES-256. Each firm has its own rate-limit bucket. A HIPAA Business Associate Agreement is available at the Enterprise tier.
What happens to my files? Who owns the storage?
Your documents stay in your own tenant. Storage is billed by Microsoft or Dropbox, not by MatterOrbit. We charge for the sync software and service only. Files move through secure staging during transfer and are verified by a content-hash match on the destination, then the audit record is written. You keep ownership of your storage at all times.
How are conflicts handled?
When the same document changes on both sides, MatterOrbit applies the policy your firm picked and records what it did. There are five strategies: last-writer-wins (the default), Filevine-authoritative, destination-authoritative, version-both (the loser is renamed so nothing is lost), and manual review (the conflict lands in a queue in your dashboard). No document is ever silently overwritten.
Service level
What the sync is built to hold
P95 <30s
End-to-end sync target for net-new documents
5min
Polling fallback when a webhook is missed
Nightly
Reconciliation sweep so nothing drifts
24/7
Automatic retry with backoff on failed operations
Need a hand with your sync?
Email the team at [email protected], or book a call to scope connectors, backfill, and your conflict policy.