Here is a playbook to share as my first blog post. At our firm, we've been very intentional about how we handle vendor issues both internally and with Vendor Support and its leadership. A few things we're doing have helped us keep everyone aligned, from the C‑suite to front-line support teams and ultimately our attorneys and staff:
1. Executive Awareness and Ownership
Our C‑suite leaders are briefed early whenever there is a material impact to a mission‑critical system like time entry. For recurring issues (like month‑end), we maintain:
A standing "at‑risk systems" item in our leadership check‑ins.
This ensures leadership is not surprised and ...