How to Choose the Right IT Provider – A Guide for Law Firms

When choosing an IT service provider for a law firm, it’s crucial to select one that is established and reputable in the industry.

New IT firms often emerge, with some rebranding themselves to stay competitive. To ensure reliability and quality, verify that the provider has recognition from respected entities like the Inc. 5000 list, the American Bar Association, or state bar associations.

A provider that is not well-known or only recognized in a limited geographical area could pose risks such as slow response times, inadequate support, system downtime, or even business closure.

When selecting an IT service provider for a law firm, it’s beneficial to focus on those specializing in the legal industry.

Many IT providers offer services across various sectors, but might lack the specific knowledge of legal ethics, compliance requirements, and legal-specific software. Therefore, prioritize providers dedicated to serving law firms.

Be cautious of generalist providers claiming legal specialization; a closer inspection often reveals they serve multiple industries. If a provider caters to diverse sectors like retail or healthcare, it’s advisable to continue your search for one more attuned to the unique needs of law firms.

When evaluating the client base of an IT service provider for your law firm, it’s important to verify their experience with legal clients.

Some providers may claim to service numerous law firms, even dedicating sections of their website to the legal industry. However, these claims should be thoroughly vetted.

As a law firm with distinct needs, ensure that your chosen IT service provider has a substantial and verifiable client base in the legal sector, ideally servicing hundreds of law firms, to guarantee they understand and can cater to your specific requirements.

It’s insightful to ask an IT service provider not just about their existing law firm clientele, but also how often new firms are onboarding with them each month. This metric is more than just a number; it reflects the provider’s expertise and efficiency in integrating law firms into their system.

Regularly onboarding a significant number of law firms suggests a well-honed process for transitioning a firm’s critical components, like applications, databases, and email systems, to the IT provider’s infrastructure.

This consistency is key in ensuring a smooth and reliable transition for your firm’s IT needs.

Inquire whether the IT service provider offers specialized cloud storage options designed for legal data storage needs, rather than just generic solutions like SharePoint.

Legal-centric cloud storage should offer enhanced security features, compliance with legal data handling regulations, and integration capabilities with legal software.

This specificity is crucial for the efficient management and protection of sensitive legal documents. The problem with basic cloud storage is law firms often find it insufficient for their needs.

It’s crucial to ensure that your IT service provider manages cybersecurity comprehensively, including antivirus protection.

This means they should not only secure the servers where your data and applications are hosted but also actively monitor and manage antivirus protection for your local devices, including desktops and laptops.

Effective cybersecurity management by your IT provider is about more than just server-level protection; it extends to every aspect of your firm’s IT infrastructure. This holistic approach to cybersecurity is a key part of consolidating IT management under one provider, enhancing overall security and efficiency.

Some providers may overlook the security of local devices, leaving a critical gap in your firm’s cybersecurity landscape.

It’s essential that your IT service provider has a well-defined and documented policy for handling subpoenas related to your law firm’s data.

An experienced IT provider, especially one with a focus on legal services, should have a clear understanding of the gravity of such legal requests. Instead of hastily reacting to legal demands, a reliable provider will have established procedures for notifying your firm and appropriately responding to subpoenas.

This approach ensures that your firm’s data is handled in a legally compliant and secure manner, maintaining client confidentiality and trust.

Effective support for the technological needs of law firms requires more than just a basic call center.

A sophisticated IT service provider will have an advanced system to manage and promptly address support calls. This includes a well-structured help desk with skilled technicians and a system designed for efficiency, such as an Automatic Call Distributor (ACD).

This system should ideally operate on a First-In, First-Out (FIFO) basis, providing real-time insights into hold times and call volumes. The presence of such a system is a hallmark of a capable and reliable IT service provider, distinguishing them from less sophisticated operations.

It ensures that your firm experiences minimal wait times and receives support from highly qualified personnel, rather than just a basic level one support representative.

The size of an IT service provider’s support staff is a telling indicator of their capacity to meet the needs of your law firm.

Smaller providers may have a limited number of technical personnel, encompassing both support and onboarding staff. If a provider is vague or evasive about the size of their support team, it may suggest inadequacy for your firm’s needs.

Conversely, a well-equipped provider should have a robust team, including multiple onboarding specialists and a significant number of dedicated, full-time help desk and support staff.

This ensures comprehensive and prompt IT services for law firms.

Check if the IT provider goes beyond basic IT support to include additional web services crucial for a modern law firm, such as website design and hosting.

These services are important for maintaining a professional online presence, which is vital in today’s digital landscape. A provider that offers comprehensive web solutions can help streamline your firm’s online strategy, ensuring consistency and quality in all digital interactions.

Law firms have unique compliance requirements, whether it’s HIPAA, PCI, SOX, or general data security mandates. A capable IT service provider should not only maintain high levels of security but also offer tools and options to help your firm remain compliant.

These include:

The flexibility of IT services is key for law firms, allowing for adjustments in staff, storage, and remote work capabilities.

It’s counterproductive if an IT service provider insists on long-term contracts of one, three, or five years, as this can hinder your firm’s agility. You should seek a provider offering month-to-month terms, ensuring the flexibility to modify your plan as needed or to change providers without being locked into a lengthy commitment.

This flexibility is essential for a law firm’s evolving needs.

It’s essential for law firms to determine if the IT service provider offers cloud services that are specifically tailored for legal practices.

These specialized services should not only align with the unique workflow and case management needs of law firms but also ensure compliance with legal industry standards and data privacy laws.

A provider experienced in the legal sector will understand these nuances, offering solutions that go beyond generic cloud offerings.

For a law firm operating under tight deadlines and high stakes, the quality of support received from an IT service provider’s help desk is critical.

Some providers use entry-level “level one” technicians for initial call handling, who may only be equipped to manage basic issues like password resets. More complex problems often require escalation to higher-level engineers.

This can be especially challenging if the provider serves multiple industries and lacks expertise in legal-specific software, leading to inadequate responses and delays. The efficiency and expertise of the support staff are vital for a law firm’s seamless operation.

This entails more than just providing server space; it involves a deep understanding of and capability to support specialized legal applications.

Your chosen IT provider should not only reliably host your firm’s software but also offer comprehensive support for applications central to your practice, such as practice management, document management, and billing/accounting software.

A proficient IT service provider will manage not just the hosting but also the maintenance aspects, like applying security patches and software updates. This is vital for the smooth functioning of your firm’s technology infrastructure, enabling your team to focus on legal work rather than IT issues.

Furthermore, a strong IT provider should have established relationships with major legal software publishers, ensuring they have prompt access to specialized support when needed.

Where applicable, the provider should have certifications in specific legal applications, demonstrating their expertise and commitment to supporting those tools effectively. Be wary of providers who adopt a ‘best-effort’ stance towards third-party software support. Such an approach often leads to situations where neither the cloud provider nor the software company takes responsibility for issues, leaving your firm in a challenging position.

This expanded support is not just a convenience; it’s a critical component in ensuring that your firm’s IT infrastructure is reliable, secure, and conducive to your legal practice.