Intralinks Reviews 2

We are long term customers of Intralinks VDR (since 20214). It's a clunky platform, but we stuck with it because the controls are good and switch costs are high. Recently we are having an issue where users that we add to the platform at the request of our Limited Partner organizations are having trouble logging in. Apparently this is because someone authorized at the LPs' organizations has requested they be deregistered. Okay...fine I guess. But the kicker is that Intralinks "can't" tell us or the deregistered user WHO at their organization completed the deregistration. So we have to go back to the user and say "sorry, someone at your company deregistered you from Intralinks. We can't tell you who. Nor can we help you re-register. You have to figure that out for yourself."

The person at the LP organization that has authority to deregister users is not known to us and could even be someone who works in a totally different department at the org. For some reason that person doesn't have to approve users that we add a first time, but they have to approve any re-adding of a user they deregister. It is an impossible loop where someone at the LP org can keep deregistering the wrong people and not be informed because their identity isn't disclosed by Intralinks.

Intralinks claims this has always been the policy, yet we only started having recurring issues within the past couple months. We suggested that when the authorized individual tries to deregister someone, they be shown a summary of all the exchanges that user has access to (to create awareness that this person may be inactive on your team/project, but may be actively using Intralinks for another relationship). Our account manager boldly told us that there is no one to provide that feedback to and she is certain there are absolutely no issues on their end (process or tech bug) that could be leading to our issues. She said perhaps our issue is related to people switching jobs during the pandemic? It would've been extremely helpful for her to just report our pain point as a potential bug of the wrong people getting deregistered instead of spinning up totally ridiculous and unfounded hypotheses that do nothing to solve for the awful customer experience we're now delivering our LPs by not being able to help them reregister and access their fund documents on Intralinks.

Used them as our VDR, they had a huge data breach (sent the admin emails to the target email address instead of to the admin) which resulted in exposing sensitive internal information which could have exploded the deal, and led to effectively handicapping our negotiation capability.
They admitted it was their bug, however were unwilling to compensate us for the damage, and actually demanded the full payment through a lawyer!

Bottom line - don't work with them, there are plenty of other VDR services that have better product and better customer service.