Our Services / Total IT Legal
Total IT Legal: Managed IT Services for Law Firms
Everything in Total IT, plus faster response targets, a legal-designated service desk that already knows your document management system, and an optional VIP tier for partners.
Total IT Legal is the legal edition of IT Solutions Technology Partners’ fully managed IT program. It carries everything in Total IT, infrastructure and endpoint management, 24×7 incident management, cybersecurity, and end-user support, and adds what a firm needs beyond that: staff experienced in legal software and legal urgency, faster response targets, and a designated advisor who understands how a practice runs.
What Firms Ask Before Switching
Five questions come up in almost every conversation with a firm evaluating a new provider.
Does your service desk already know our legal software?
The ITS service desk supporting Total IT Legal is staffed by people experienced in the platforms firms run on, and ITS holds partnerships with several of their vendors. Support covers updates, integrations, and troubleshooting for document and practice management systems rather than escalating them to the software vendor and waiting.
How fast is support when a deadline is at stake?
Total IT Legal carries faster response targets than standard Total IT, including a 60-second target for phone response and prioritized handling of high-impact incidents. ITS triages by impact and urgency, so an attorney locked out of a matter file is not queued behind a routine request.
What happens when a matter triggers a litigation hold?
ITS provides guidance for secure data discovery, litigation hold support, and document retention policy, so a firm can respond quickly and defensibly when a matter demands it. Preparation happens before the hold lands rather than during it.
Do we have to hand over everything, or can we co-manage?
Either. ITS delivers Total IT Legal fully managed, or co-managed alongside an internal IT person or small team, with a legal-experienced Strategic Advisor in both arrangements. Co-managed keeps internal staff as the primary contact for end users and adds coverage, specialist depth, and after-hours capacity behind them.
Can our partners get expedited support?
Yes, through the optional VIP tier. VIP provides priority response, white-glove handling, and a dedicated point of contact for senior partners, managing attorneys, and executive staff who need faster turnaround than the standard targets.
What Total IT Legal Includes
Proactive day-to-day management of the environment a firm runs on, delivered against faster response targets than the standard program. ITS monitors and maintains infrastructure and endpoints, manages patching and firewalls, and handles incidents with legal urgency built into how they are prioritized.
What’s Included:
- 24×7 incident management with enhanced response times
- 60-second target for phone response
- Infrastructure monitoring, alerting, and patch management
- Firewall management
- Endpoint monitoring and patch management
- Workplace and device services
What Total IT Legal adds to Total IT
Total IT Legal is built on the standard Total IT service. Everything in the base program carries over. The table shows what the legal edition adds.
| Feature | Total IT | Total IT Legal |
|---|---|---|
| Infrastructure and endpoint management | Included | Included |
| 24x7 incident management | Included | Included |
| Cybersecurity baseline | Included | Included |
| Workplace and device services | Included | Included |
| Delivery model | Fully managed or co-managed | Fully managed or co-managed |
| Service desk | 24x7 support | 24x7 support from a legal-experienced team |
| Service levels | Standard response targets | Faster response targets, including a 60-second phone response target |
| Strategic Advisor | Designated advisor | Designated advisor with legal experience |
| E-discovery and retention readiness | Not included | Included |
| vCISO | Not included | Available as part of the program |
| VIP support tier | Not included | Optional, for partners and executive staff |
Exceeding expectation with each service.
Credentials and Expertise
How the service is delivered, and what stands behind it.
SOC 2 Type II
ITS maintains SOC 2 Type II compliance, an audited assessment of how security, availability, and confidentiality controls operate over time. Firms evaluating a technology vendor against their own client obligations generally ask for it.
Legal-Experienced Delivery Teams
The service desk and the Strategic Advisor assigned to a Total IT Legal client are experienced in legal environments and legal software. This is a staffing commitment rather than a product feature.
ITIL-Aligned Incident Management
Incident, service request, and change management follow ITIL practices, which is what makes prioritization consistent rather than dependent on who picks up the ticket.
Legal Software Partnerships
ITS is a partner to NetDocuments, Worldox, Clio, and CARET Legal, which is the difference between supporting a platform and having a relationship with the company behind it.
Legal Association Partnerships
ITS is a partner of the Association of Legal Administrators, the Law Office Management Association, and the Toronto Lawyers Association. Those memberships are described on the legal industry page.
A Law Firm-focused Provider Makes All the Difference
Contact us via the form below or call at 866.742.5487. Whether you need expedited support, secure cloud hosting, or managed security services, our team is here to help.
Are you an ITS Client looking for support? Please use our Client Support Center.