Your data in Sympatent
Data migration
We handle the complete migration of your existing data to Sympatent IPM. Our experienced team follows a structured approach, with several test runs before the final switch, to ensure a smooth transition.
By your side in day-to-day operation
User support
Our user support team helps with both practical and technical questions in day-to-day use. You receive prompt, expert assistance directly from us as the developer of your software.
Ways to contact us
Personal support
Your staff can reach knowledgeable contacts who understand questions not only technically, but also in the context of the relevant law firm workflow.
- Use the channel that works best for your team, such as email, Microsoft Teams, phone or our ticketing system
- Support from qualified staff, including trained patent paralegals
- Direct escalation to our software developers when needed
Central support portal
All enquiries are brought together in one place, with a clear record of their status, history and responsible contacts.
- Clear progress updates
- Central storage for attachments, examples and follow-up questions
- Documented resolutions and a complete enquiry history
Regular coordination
In scheduled review meetings, we discuss outstanding issues, priorities, configurations and our next steps together.
- Regular review meetings with designated contacts
- Joint prioritisation of outstanding issues
- Documented decisions and next steps
Service Level Agreement (SLA)
A Service Level Agreement supplements standard support with contractually defined response times, availability targets, priorities and escalation procedures. Scope and service hours are agreed to suit your firm’s requirements.
- Guaranteed response times
- Availability commitments
- Designated contacts
- Priority and incident severity levels
- Documented escalation procedures
- Regular service reviews
Practical training for daily work
Training
Our training helps your staff use Sympatent IPM confidently, with content based on their roles and your firm’s workflows. Alongside introducing new users to the system, we can arrange in-depth training on specific features or new working practices.
Role-based training
Paralegals, attorneys, accounting staff and IT teams receive the content they need for their daily work.
- Practical training in typical workflows
- Content matched to tasks and responsibilities
- Hands-on exercises in Sympatent IPM, for example in a test environment
On site or remotely
The training format is tailored to your team’s size, locations and implementation plan.
- Remote training for distributed teams or needs arising at short notice
- On-site sessions for workshops and similar activities
- Flexible scheduling in manageable training sessions
Training materials and documentation
Your staff receive clear materials that make it easy to revisit important workflows after the training.
- Quick guides, checklists and other resources
- Workflow-specific documentation
- Refresher and advanced training, for example on new features
Training for key users and administrators
Selected members of your firm receive targeted training on advanced topics such as user management, permissions, templates and central configuration.
- Targeted training to enable your team to administer the system independently
- Develop your staff into knowledgeable first points of contact within the firm
- Practical guidance on the software’s advanced features
Configuration tailored to your firm
Customisation
Every firm is different. We tailor Sympatent IPM to your specific requirements, workflows and terminology. By making focused use of the platform’s existing configuration options, we create a working environment that supports your processes without introducing unnecessary bespoke solutions.
Extending the range of features
Development of new features
If a required feature is not covered by our existing configuration options or integrations, we develop the additional functionality for Sympatent IPM. Our development team supports the requirement from clarifying the practical needs through to live use.
Exclusive development is possible. In practice, however, many of our customers prefer a model in which a new feature becomes part of Sympatent IPM’s standard functionality, provided it is broadly applicable. This keeps the feature integrated into ongoing product development, maintenance and documentation.
Ready to get started?
Contact us to discuss your firm’s needs and how we can support your transition to Sympatent IPM.