Frequently Asked Questions
How quickly can you respond when we have an urgent IT issue?
Our help desk answers calls in 20 seconds 90% of the time, and our average remote response time is under a minute. For critical issues affecting multiple users or systems, we escalate immediately. We also proactively monitor your network 24/7, catching and resolving many issues before they impact your firm.
What’s the difference between general business IT support and legal IT support?
Legal IT support requires additional security measures to protect attorney-client privilege, including encrypted communications, secure document storage, access controls, and audit trails that meet professional responsibility requirements. It also means supporting legal-specific software like practice management systems, document management platforms, and e-discovery tools that a general IT provider may not have hands-on experience with.
Can you help us migrate to a new practice management platform?
Absolutely. We handle practice management migrations regularly, working with your current and new vendors to plan, test, and execute transitions with minimal disruption. We stage migrations during off-hours when possible and ensure your team is trained and ready before going live.
What cybersecurity measures do you implement for law firms?
We implement multi-layered security including multi-factor authentication, endpoint detection and response (EDR), advanced email filtering, encrypted backups, and dark web monitoring. We also provide staff security awareness training and can help your firm develop incident response plans informed by ABA guidance.
Can you help us meet client security requirements?
Many corporate clients now require law firms to document their cybersecurity practices. Truewater can help you complete client security questionnaires, implement required security controls, and maintain documentation demonstrating your firm’s commitment to data protection.
Can you help with IOLTA compliance and client trust account protection?
While we’re not legal compliance experts, we implement IT security measures that support compliance with trust account requirements, including restricted access to financial systems, audit trails, encrypted communications, and proper data backup. We work alongside your compliance requirements to ensure technology supports, rather than hinders, proper trust account management.
What happens if we experience a data breach or cyberattack?
We have incident response procedures in place to help contain breaches quickly and assess what data was affected. ABA Formal Opinion 483 outlines attorneys’ ethical duties after a breach, and we can help your response align with those expectations.
How much does IT support cost for a law firm?
Costs vary based on firm size, number of users, and specific needs. Most small to mid-sized firms (2-10 attorneys) find our managed IT services more cost-effective than hiring even one full-time IT person, while gaining access to our entire team of specialists and 24/7 support. We provide detailed quotes after understanding your specific requirements.
