Questions You Should Ask Before Purchasing Legal Software
- How long have you been in business? How many law firms use your software?
Beware of vendors fresh out of the gate. They may not understand the complexities of law practices without years of feedback or, even worse, new vendors may not be around in another 5 years. Smaller vendors often have lack the support staff to provide adequate customer service, or the development team to keep pace with changes in technology.
AbacusLaw Answer: We have been in business for over 26 years and have over 10,000 law firms relying on and enjoying our software every day.
- What sized firm is your software designed for? How can you help our sized firm?
Beware of software packages designed for large firms if you are a small firm. They will likely be overkill for your needs and too complex for your staff. Conversely, beware of solutions designed for small firms if you are a large firm or plan on growing. They will likely constrict the potential of your practice.
AbacusLaw Answer: Abacus is designed for small firms. Having worked with small firms for over 26 years we understand you are looking for software that is easy to use, reliable, designed for small firms and easy to implement. Changing over to a new system will take some work and a plan, but we will give you the support you need to successful use Abacus in your practice.
- How much technical support do you provide with the initial purchase?
Beware of firms that don't offer technical support for the first year. You will want to take advantage of your software and use it correctly. Using software improperly or wasting time figuring things out on your own doesn't make good business sense.
AbacusLaw Answer: We provide one year of unlimited technical support with all new purchases. We also provide remote installation assistance and a planning teleconference with our implementation director.
- What are your hours of technical support and what are your support policies regarding wait time and call backs?
Beware technical support that isn't available when you need it. Beware of vendors that don't offer to address your problems immediately. Be sure to ask whether the technical support is in house or outsourced.
AbacusLaw Answer: We answer the phone 95% of the time in three rings or less. If you can't get a live person we will call you back as soon as possible and return your call in less than two hours.
- What are the system requirements for your software? Can we use your software over the network? What type of database engine do you provide?
Make sure your hardware is compatible with the software. Determine what hardware upgrades are necessary. If you are using the software on a network, ask what database engine is included. Beware of software that doesn't include a third party database engine in that it won't protect you against power issues at your workstation, software crashes or network failures. Also, be sure you ask about the maintenance requirement of the vendor's database engine and what upgrades are necessary.
AbacusLaw Answer: We include our Fortress database server software in all new purchases. Fortress, a product from Sybase, gives you the same protection as SQL software without the need for professional set-up or maintenance. Fortress can be run on Novel, Window or any workstation running Microsoft Windows NT, 2000, XP Pro or Vista
- Do I need an onsite IT person to install or maintain your software? Do you offer remote installation assistance?
Many software applications require and onsite IT person to set up the software and the database engine. This is often a costly endeavor in that you will likely be paying for this person to come back every time you need to make a change or have a problem.
AbacusLaw Answer: Abacus is designed for a non-technical person to install and set-up and does not require an onsite IT person for the installation, setup or continuing maintenance. We do provide remote installation assistance and a planning teleconference with our implementation director.
- Do you have any known stability issues? Do you have a knowledge base online?
Beware of downtime and the effect that has on your practice. If the vendor has a knowledge base, check the known issues to identify issues other customers are experiencing.
AbacusLaw Answer: With our Fortress server software built into every purchase and reputation for quality assurance, Abacus is a very stable application. Our knowledge base is on our web site's support page.
- Are there any compatibility issues with operating systems, handhelds or other office applications?
Some software is not compatible with Vista, some doesn't work with your server or handhelds or your version of popular office software. Make sure there isn't any hidden incompatibility issues.
AbacusLaw Answer: Abacus work on Microsoft Windows NT, 2000, XP Pro or Vista. Windows 98 and Windows ME are not supported. Abacus is compatible with the Palm OS, Pocket PC Outlook, Windows CE 3.0, Windows CE 2.0, 2.1 and Windows Mobile 5.0. Abacus is compatible with both Word and WordPerfect.
- Does your software allow for remote access?
Determine your remote access needs. Can you access the software from home or on the road via the internet? Can you synchronize the data to a laptop and take it with you? Is the software compatible with your handheld? Be sure the software meets your needs.
AbacusLaw Answer: You can access Abacus from home or on the road using a Remote Desktop or equivalent application for remote connection. Remote Desktop is built into Window XP and Vista. Abacus also provides a built in synchronization tool that allows you to synchronize all your data to a laptop running Abacus, work on the data remotely and then synchronize the data back to your network when you return to the office. Firms that have multiple locations or work remotely on a regular basis can use Abacus in a Terminal Services or Citrix environment.
- Can we modify or customize your software for the needs of our firm?
Law firms tend to be unique in their practice areas, organization, practice of law, and case management style. Make sure the software can adapt and is customizable to meet your specific needs.
AbacusLaw Answer: While Abacus is design to use out of the box it also offers you the ability to fine-tune software to the needs of your practice. You can modify any of the intake screens, case screens, name screens, rules, queries, reports, documents and forms for each practice area.
- What is the price for your software per license for each product you offer? Is your licenses policy based on number of users, concurrent users, timekeepers, computers or some other criteria?
Determine the features and limitations of each software edition the vendor offers. Beware of vendors that piecemeal the pricing. Many vendors offer a cheap starter edition without the features, support or training that you really need to take full advantage of the software. Also, understand the licensing policy for the software. Does your office computer, server and home laptop count as three licenses or just one?
AbacusLaw Answer: Please contact an Abacus consultant at 800-726-3339 for pricing and licensing guidelines specific to your firm.
- What reoccurring costs should I expect in terms of upgrades, support and subscription pricing?
Determine your reoccurring costs. Determine what costs are mandatory. Determine on average how much you will spend each year to maintain your software.
AbacusLaw Answer: Abacus provides an annual support contract and releases upgrades periodically. Support is optional yet recommended. Most Abacus users upgrade every 2 to 5 years. Please contact an Abacus consultant at 800-726-3339 for specific pricing.
- What are the steps in implementing your software?
Implementation can be a time intensive process in terms of training, data input, data conversion, and down time. Make sure your vendor can provide specific action steps and a timeline for implementation. Ask about delivery time, installation time, installation steps, delivery of training, data input, data conversion and software set-up.
AbacusLaw Answer: When you purchase Abacus we will 1) mail you the software 2) send you the online training immediately by email and 3) send you our implementation questionnaire. Once you fill in and email us the questionnaire our implementation director will call you to review your individual needs and discuss the installation, setup, training, data conversation and how to make the most of Abacus in your practice.
- What if I don't like your software? What is your return policy and money-back guarantee?
Beware of companies that don't offer money back guarantee or hinge conditions to returning the software. Purchase software with a generous money back guarantee period from a company that won't play games with you if you need your money back.
AbacusLaw Answer: We offer a 100 day 100% unconditional money back guarantee on all new purchases. This is the longest guarantee in the in industry.
