Downtime cut from a day to under an hour
“In an hour’s time, maximum, you’ll all be back up and working, or usually much, much quicker.”
The challenge
For a law firm, IT problems are measured in court dates, not just hours. Richard Nelson LLP runs on its case management system, which holds client files, case emails and client data.
Their previous provider was a large national company, and the firm felt like one name among thousands. When problems came up, help was slow to arrive and communication was poor.
“When there were issues, they weren’t as quick to come on board and deal with those issues.”
There were also risks nobody had flagged. Their backups weren’t as complete as they should have been, and there was a back door in some of their software. If something had gone wrong, Marie says it “would have caused downtime of a couple of weeks, which would have been an absolute disaster.”
Making the switch
Marie wanted to move but was worried about the timing. Joe Burns’ answer changed her mind: the problems were the reason to move now, not to wait.
Reformed IT worked out what was actually in place, closed the security gaps and dealt with the most urgent fixes first. Throughout, the team explained everything in plain English.
“They’ll come to the office, they’ll have a meeting with us, they’ll explain things in ways that even I can understand.”
The result
“We feel like we’re working in a safe environment now.”
In three words
“Proactive, responsive and trustworthy.”