It’s 10:00 PM – Do You Know Where Your Data Is?
Application Service Providers, or ASPs, are attractive to many small firm attorneys for several reasons. They often appear to offer desired functionality at less cost than the desktop equivalent. Offsite access is another oft-cited benefit of ASPs. And finally, some (including my distinguished colleague Wm Paul Slough) suggest that data is more secure when hosted by an ASP at a high-end data storage center than it is on your local PC. But those perceived benefits fail to hold up under close scrutiny.
ASPs allegedly offer key functionality at less cost than a desktop solution. However, that cost savings may be illusory. First, most ASPs are subscription services. That means that, while the service may have a lower initial cost, it must be paid for again and again over time. For a direct comparison, the FreshBooks site referenced by Mr. Slough costs $14/month for up to 25 active clients. Should you land that 26th client before closing out a prior client, you almost double your fee to $27/month. Assuming one year at $14/month and one year at $27/month, two years of FreshBooks costs $492. By contrast, one license of PCLaw costs $400 – once. There is no requirement that you pay PCLaw again, and your cost doesn’t go up when you add more clients. And should the ASP decide to raise fees, users are left with the conundrum of paying the increase or going through the often-painful process of converting data to another software package – often on short notice.
Of course there are always free alternatives, like Toggl.com for timekeeping. But using a free ASP is an exercise in riverboat gambling. Users who revel for a while in the glory of free online solutions are likely to learn soon, with apologies to Robert Heinlein, TANSTAAFL. The data bandwidth, server computers, and data storage have to be paid for eventually somehow. The Internet graveyard is littered with failed ASPs.
Perhaps the most infamous is time and expense ASP Red Gorilla. Red Gorilla was founded in 1999 and grew rapidly as it signed up big-name customers like Adobe Systems, as well as a plethora of small businesses. A year later, Red Gorilla collapsed abruptly. Users found themselves unable to access their time and expense data, with no advanced warning. Emails to tech support bounced as undeliverable. Even after another ASP licensed Red Gorilla’s system, data remained unavailable for a full week. And it’s not just small startups that have washed out of the ASP market. Even Pandesic, one of the granddaddies of the ASP market – a joint E-commerce project of industry giants Intel and SAP – failed.
Users of a failed ASP have few fast remedies available to them. If a user is fastidious about keeping a local copy of data, the data might be able to be transitioned to another software package. That transition is fraught with potential problems generated by differences in database structures, field formats, and the inherent learning curve involved in trying to quickly adapt to a new software package. And the whole matter of choosing a new software package must be made in a shortened time frame, potential leading to a less-than-fully considered, emergency choice that hasn’t been fully vetted.
The second benefit often touted for ASPs – offsite access – may be their most attractive feature. Especially with timekeeping software, the ability to capture time when working outside the office has a direct impact on an attorney’s bottom line. However, even this benefit is overstated. The same offsite access to software can be achieved through the use of remote access products that an attorney who regularly works outside of his or her office is probably already using. If you’re already using LogMeIn.com, GoToMyPC.com, LapLink, PCAnywhere, Remote Desktop Protocol or VNC to access your office computer when you are out of the office, then you already have offsite access the desktop software that performs the same functions as the ASP software. And more importantly, you also have access to all of your other software.
So if you notice while adding time to your Time & Billing software that Client A has used up almost all of his retainer, and the “evergreen clause” of your fee agreement has been triggered, you can go ahead and write the letter asking him to replenish his retainer, print it, and have it waiting for you to mail when you return to your office. Another alternative to consider is that many software applications offer synchronization conduits for handheld devices for capturing data while out of the office.
Additionally, offsite access is a dual-edged sword. Having offsite access requires that both your connection to the Internet and the ASPs connection are working properly – and with an ASP that connection is always required, even when you are sitting at your desk in your office. While a good ASP will have multiple, redundant, connections to fast Internet backbones, even the best ISPs for small businesses suffer from downtimes. There’s not much your ISP can do about the construction crew on the street in front of your office that accidentally cuts through the connection line. Routers (both in your office and at the ISPs end), modem, cables and DNS servers all represent potential points of failure that could isolate you from your ASP. And until your Internet connection can be restored, you cannot enter data when you are in your office. Ironically, the very choice that provided you with offsite data access would now actually force you offsite.
Finally, the suggestion that data is more secure when stored with an ASP than in your own system is particularly problematic. It may very well be true that data is physically more secure in the hands of an ASP, due to security protocols for the servers themselves and various automated backup systems. However, that physical security may not translate into actual data security.
One of the critical problems with an ASP is that once the data is in the hands of a third-party, you are at the mercy of that third-party’s use of your data. Even if an ASP has an outstanding privacy policy, which ensures that all data on their servers belongs exclusively to the user, and will never be used or sold by the ASP, that assurance may be useless if the ASP enters bankruptcy. The privacy policy is nothing more than a contract for future performance between the ASP and its users. If an ASP goes bankrupt, it may have few assets of value other than the data it holds. Though there are, to my knowledge, no cases on point yet, I think it likely that creditors seeking to maximize their recovery may eventually prove successful in forcing an ASP to sell stored data to the highest bidder.
Furthermore, if your office is a target for hackers, an ASP is the bullseye. An enterprising hacker who gets access to the data in your office might walk away with data related to your clients. But the hacker who gets access to the data on the ASP server walks away with many times the financial data that could be recovered from your system. Assuming you maintain reasonable and appropriate security of your own computer systems, the ASPs server is a much more attractive target than the computer in your office. No system is 100% safe – nearly every major financial network has suffered some data security breach. Why choose to put your critical data in a hacker’s crosshairs unnecessarily?
In any event, using an ASP is no substitute for a thorough data backup and security policy for your local computers. If your backup (and restore) plans aren’t sufficient for the data that you are hosting at an ASP, then they are not sufficient for the rest of your office data either. Software packages for backing up data offer ever-increasing power and flexibility. If you want to insure that critical data will survive hardware failures, I recommend backup software such as SecondCopy or CrashPlan, both of which can be configured to maintain continuous backups. CrashPlan is particularly powerful in this area, with the ability to maintain continuous, encrypted, offsite backups at any broadband connected destination (but that’s really another discussion for another time).
Ultimately, I believe that ASPs offer very little real benefit for critical business data use. ASPs may have their use as adjuncts to your core systems – in particular for projects that require significant collaboration by parties in far-flung locales. But for ongoing use, ASPs do not offer sufficient benefits over locally-installed software to recommend them.
Aaron Rittmaster is a Missouri attorney and avocational “computer geek” (self-described). He writes this as an inaugural member of the TIS Debate team.
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