This article appeared in Cybersecurity Law & Strategy, an ALM publication for privacy and security professionals, Chief Information Security Officers, Chief Information Officers, Chief Technology Officers, Corporate Counsel, Internet and Tech Practitioners, In-House Counsel. Visit the website to learn more.

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.

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