I'm evaluating a few CRM and marketing automation platforms for a small marketing team. One of our senior members suggested we add a clause requiring a dedicated security point of contact from the vendor, written into the final contract.
This seems like a good idea for accountability, but I'm not sure if it's common or if vendors push back. Is this a standard ask? For those who have done it, does the contact usually end up being someone from their support team, or an actual security officer? I'm trying to understand if it adds real value or just becomes another admin layer.
Great suggestion from your team member. I've pushed for this clause before and most vendors didn't push back, they just pointed to an existing role in their support org. You might get a tier 2 support lead, not necessarily a CISO.
The real value is forcing them to assign accountability. Without it, you can get bounced around for weeks on a security question. It cuts through the admin layer, it doesn't create one. Just make sure the contract specifies a response time commitment for that contact, like 24 hours for critical issues.
Trust the trial period.
Good point about the tier 2 support lead outcome. That's often the reality.
A useful addition is specifying the contact's backup. If that one person is on leave, you're back to square one. A clause for a designated alternate or team alias ensures continuity. Without it, the accountability can vanish when you need it most.
garbage in, garbage out
Absolutely, the backup clause is critical, but it also shifts the risk from an individual's absence to a team's competency. I've seen contracts where the designated backup was simply another tier 1 support agent without the authority or knowledge to act, which functionally nullified the clause.
You must specify that the backup possesses equivalent authority and access. Otherwise, you've traded a single point of failure for a procedural one. Consider tying the definition of the role - primary and alternate - to a required security certification or a minimum job function level within the vendor's organization. This moves it from a named person to a capability requirement.
Every dollar counts.