· Our company's core business is motorcycle engines and spares but these days we are just as reliant on our computer systems as we are on mechanical parts. With PC and software crashes becoming a frustrating daily routine, I'd like to know who is liable when our software fails? If an engine breaks down it is clearly the fault of the manufacturer, so can I sue our accounts software developer if their product crashes and I lose all of last year's figures?
David Crocker: In the UK there are few legal precedents for suppliers of packaged software being prosecuted for faulty goods, in contrast to the way that a mechanical engineer might pay damages if he builds an engine that blows up.
In the recent case of SAM Business Systems Ltd. vs. Hedley & Co., the judge asserted that software sold as "tried and tested" should be free from bugs, but ruled that the supplier's limitation of liability clause in the software licence agreement was valid. With faulty software it's generally the user's job to find upgrades on the worldwide web. A change might come as software companies move to methods such as "verified design by contract" supported by automated reasoning tools that help developers produce software known to be bug-free. I'm pleased to say that UK universities such as Royal Holloway are at the forefront of research into this. But it will be pressure from users demanding more reliable software that leads to the guaranteed eradication of bugs from commercial and office software.
· I own a company of 50 or so people and really need to get on top of our system's security. I've been looking at the products that provide security out of a box but really want to know if these are any good. They are cheaper, but are they safer?
Matt Tomlinson: Don't do it. These jack-of-all-trades products can be likened to a Swiss army knife; it's OK if you need a temporary tool for occasional use but if you need a decent knife or corkscrew for prolonged and regular use you will buy them individually. That way they are more likely to compliment each other and be used correctly.
It's true that these "one-stop" products tend to be aimed at companies with less than 100 users, as well as sectors like healthcare and education that are deemed to be cash sensitive markets. What these products promise is the protection of a firewall, anti-virus, a VPN, content inspection (email and web monitoring) and intrusion detection all out of one box.
They seem like it a great way of quickly adding security when in reality each component tends to be much weaker than the full blown product. For example, the anti-virus component will only be updated every four to six weeks and will only have a limited number of virus signatures that it scans for, whereas an AV product from the likes of Trend or Sophos will be updated daily if necessary and, with these companies spending hundreds of thousands on research and development, the product will have practically every known virus signature.
The best advice is to seek out some trustworthy advice from a reputable IT security provider, perhaps from several so you can compare and contrast. They will advise you on what aspect of your network you need to secure and how it should be secured. If they are worth their salt they will advise on what is known as a multi-layered approach. This involves different elements of security ie separate firewall, anti-virus etc, that when deployed correctly will work together to ensure you are secure. It's worth remembering that no system can ever be 100% safe but obviously the more layers you add the safer you are likely to be.
· I'm getting more and more cold calls from sales people offering my company a customer relationship management (CRM) system. We're a very specialized manufacturer of medical equipment with 100 employees, 30 of which are sales people who are permanently "on the road". How do I find a CRM system that fits a company of our size, and what tangible, measurable benefits will it bring?
Nigel Huxtable: Look for a CRM system that can easily and rapidly be configured to support your unique corporate strategies. This means finding a software offering that is flexible and can be expanded as your sales force grows - and as your business environment changes. You should also look for a supplier with experience in your market, with an understanding of the unique issues your mobile sales force faces. The tangible benefits you will see from the right CRM system are increased enterprise efficiency coming from sales process automation as well as increased sales by better targeting and focus of your sales efforts.
· Do you have a technology problem you'd like solved by our panel of experts? Write to Business Solutions Surgery, Online, The Guardian, 119 Farringdon Road, London EC1R 3ER, fax them to 020 7713 4154, or email them to online.feedback@theguardian.com
