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Legal Tech: Warning Signs of Subpar Tech Support

Your firm has identified an exciting new technology and done its due diligence. You sign the contract in a honeymoon-esque glow of optimism at the advantages this new software will bring to your attorneys, staff and clients. And then, you find yourself in the worst possible scenario: It turns out that the provider's technical support — including customer support, implementation and backend engineers — stinks.

You may find yourself in a situation where one of your attorneys has a question and the support team is unreachable, unavailable or exceedingly slow to respond. Or even worse, a staff member talks with a support “expert” who doesn't understand what she needs or can't answer her questions.

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