we had a cad nightmare too. the original vendor we purchased had to be beat with a stick by our it guys just about every week. we only had 4 agencies on in the beginning. the software was great when it worked. the software was bought up by another company. we held out for awhile, but cad was on its last legs and we needed more agencies on board to have full communications. all of the agencies got together and picked a vendor. it happened to be the one that bought the company we were using. some of the other agencies were using another vendor.
the new cad setup was horribly complicated. there are 4 different software programs or servers to access to change settings. there's no logic like all ncic settings and new user settings are in one spot and gis is another, it's just jumbled together. the company is decent to deal with, they've acknowledged their product needs work and they've fixed every thing we've brought to their attention. it took a few months to get everyone set up and online across the state. this even included the state university police department, fireboard and natural resources. less than a month after we went online with it, we found out the company hacked and all of our data may have been breached. every time there's an update we have issues., usually minor, but we lost our gis database for 24 hours a few months back. the whole thing had to be rebuilt from a backup and then reuploaded. so everytime we got a cad we had to geolocate it ourselves to figure out jurisdiction. the gis mapping on this cad is fantastic.