Different Levels of Legal IT Support Explained (4 Types & 8 Examples)

Different Levels of Legal IT Support Explained (4 Types & 8 Examples)


Jed Fearon

Solution Advisor, 17+ years of experience in MSP Solution Development, Sales and Marketing Communications

Lawyers need extra attention and we’re more than glad to help.

We love to promote the performance, security, and simplicity of the Microsoft cloud. Getting rid of cumbersome onsite servers, single points of failure, equipment refreshes, and complex licensing is a worthy goal in any IT journey.

However, some clients are not comfortable going 100% serverless. This 25-person law firm is a prime example.

This inside look at eight examples of IT support makes a few references to their experience trying SharePoint before opting to move their files shares back onsite.

We’re providing an unvarnished account so you’re aware of potential pitfalls. And the importance of working with an IT provider who can pivot with you when something isn’t meeting your needs.

Select ticket highlights are sourced from Connectwise, our Professional Services Automation (PSA), and NCentral, its companion remote, monitoring, and management tool (RMM).

Each ticket type in their IT plan is organized into four separate ticket categories and prioritized according to severity: Emergency Response, Quick Response, Elevated, and Normal.

#1 – Priority One or (Emergency Response) Tickets

A VIP user requested iPhone assistance.

A partner in the Los Angeles office was trying to update her iPhone and got locked out after several attempts to enter the correct password.

A ProviDyn engineered called her within minutes for a quick assist.

The client was interested in going totally serverless and submitted a ticket for “Infrastructure Planning.”

Consolidating servers is a worthy pursuit as equipment ages and its functions can be supplanted by more resilient and flexible cloud alternatives.

Our solution specialists worked on a scoping worksheet, further investigated their environment (including NetDocuments), and proposed moving their Domain Controller (DC) and two main file shares to Azure/SharePoint.

#2 – Priority Two or (Quick Response) Tickets

After doing a trial of SharePoint for three months, the client opened a ticket to explore “Going back to an onsite server.”

This request came as no surprise. We’re in constant contact with our clients and had a detailed ticket history to appreciate the validity of their position.

Their document footprint was too large for SharePoint and they weren’t a big fan of adopting a new routine around collaborating, updating, and waiting for files to sync.

If a piece of technology is not performing as intended, there’s no incentive for us to force the fit. An increasing influx of reactive tickets is not only bad for the client, its unprofitable for us (since we support all of our client environments for a fixed monthly fee).

Our PSA received a ticket for “In-Office Scanning.”

They were encountering issues with scanning to email and SharePoint.

After consulting with their Kyocera vendor to acquire the right software (and make sure the client was okay with the extra fees), we coordinated with the office manager to go onsite and set up the scanning connector.

This new configuration enabled direct scans to email and SharePoint using an address book.

#3 – Priority Three or (Elevated) Tickets

A VIP user needed help “Uploading files into NetDocs.”

His mailbox was full and he was unable to bulk upload emails in NetDocs. ProviDyn tech support performed the following steps:

  • Checked and verified the mailbox size in the web portal
  • Noted it was approaching its 50GB maximum
  • Tested bulk uploads ten times in and row and noted that Outlook was crashing
  • Notified the client and agreed to troubleshoot directly with NetDocs
  • Identified a mailbox storage issue that was rectified by a licensing upgrade that added in-place archiving
  • In-place archiving acts as a separate mailbox and does not eat up the space of the actual mailbox
  • Notified the client of the 24-hour activation window
  • Made sure the client was using the most up to date version of NetDocs

The client “Needed documents on an old computer.”

The user asked us to call right away. We followed suit and shortly thereafter, the data from her old desktop was set up in an archive on her current synced desktop.

#4 – Priority Four or (Normal) Tickets

The client opened a ticket for “Assistance with AV Upgrades.”

The director of operations was interested in evaluating a comprehensive audio and video conferencing solution including TV and large format displays. She also wanted everything to be integrated and easy to use.

ProviDyn agreed to bring in one of our preferred providers, Vertical AVTV, to consult on the matter.

Learn More: Vertical AVTV

The client requested an “Office Circuit Upgrade.”

We want our clients to offload as much technology as possible to us. Especially ISP services. All of the carriers call directly on businesses and frequently (and unwittingly) sell circuits that won’t work with existing network equipment.

For instance, your current firewall may be perfect for your 50Mbps fiber connection but it’s probably not going to have the capacity to accommodate a 1Gbps connection.

This potential mismatch means you could upgrade to 1Gbps and still be stuck with upload and download speeds of only 50Mbps.

The client was wise to engage us instead of doing this project independently. We also assisted in the contract negotiations, including the procurement of an inexpensive coax cable connection as a backup/failover for their 1Gbps fiber Internet.

What’s Next?

I hope my candid examples have provided a transparent inside look at some IT events that may be relevant to your business.

While I would much rather celebrate a SharePoint success story, (there are plenty of them on the way in future blogs), I think it’s important to share lessons from projects that had unanticipated performance shortcomings.

Is your MSP forthcoming about the pros and cons of the solutions you’re considering? Are they flexible and empathetic if you need to go in another direction?

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