Go-Live Support

What go-live support covers in a live practice

Go-live support is the added help firms need when the first live matters move through the system. We give hands-on support around live drafting, matter setup, document generation and the small adjustments that often show up only after real files start moving.

We stay close to the working detail of the matter. That includes checking how questionnaire answers feed into merge fields, whether clause banks are pulling the right wording, and whether document versions are being saved in a way that suits review and sign-off. Where the firm uses secure cloud storage, we help keep the filing pattern neat, predictable and easy for the team to follow.

The support also suits firms that handle contracts, wills, leases, letters of demand and conveyancing paperwork. Different document types carry different steps, so the live setup must reflect the way the practice actually works.

Live matter help where the details matter

During go-live we help with the practical questions staff raise on live matters. That can include matter data checks, template selection, wording checks, conditional clause prompts and the steps around final review before a document leaves the system.

• Guidance on live matter entry and document generation
• Checks on template logic, clause banks and merge fields
• Help with version control and sign-off flow
• Support for teams moving from manual drafting to structured questionnaires
• Practical input on how documents are stored and retrieved

We also help firms align user roles so the right people handle drafting, checking and final issue. That matters in a small practice where one person may open the file, another may review the draft, and a third may deal with the signed document. If the steps are unclear, the system becomes harder to trust.

The working sequence we follow on go-live

The sequence is kept practical. We begin by reviewing the live template set, the questionnaire paths and any matter types the firm wants to run first. From there, we look at the wording rules, the clause bank structure and the points where human review still needs to sit in the process.

• Confirm the document set that will go live first
• Walk through sample matters and check output wording
• Test clause choices, conditional fields and sign-off steps
• Adjust user instructions where the team needs cleaner steps
• Set the filing pattern for drafts, versions and final documents

Once the first live matters are moving, the work shifts to observation and correction. Small edits are common at that stage. A field may need a clearer label, a clause may need a different trigger, or a review step may need to sit in another place. Those are normal refinements when a practice starts using the system in real work.

Questions that usually surface once the first files open

Firms often discover that the live setting raises questions the training room did not fully expose. A questionnaire may be too long for a busy fee earner. A clause may need more precise conditions. A document may need a cleaner path from draft to sign-off. Go-live support is where those issues are handled in the working environment.

We also see practical questions around matter data. If a field is reused across several document types, it needs to be entered once and carried through correctly. If a firm handles both standard letters and more formal agreements, the workflow can need separate paths for each. That is where careful setup counts.

For practices in Johannesburg, Pretoria, Cape Town, Durban, Bloemfontein and other South African centres, the pressure is usually the same. Files must move, documents must read properly and the team must know what to do when a live matter needs a change before issue.

Pricing approach for live support work

We price it based on how the rollout is structured. A small firm bringing a few document types into live use will need a different support scope from a practice rolling out several templates, multiple user groups and a wider clause bank. The cost is tied to the work involved.

We look at the amount of template checking, the number of live matter types, the level of user guidance needed and how much document migration or workflow tuning is still required at the go-live stage. If the firm wants more help around training or later refinement, that can be scoped separately.

There is no one fixed package for every practice. Some teams need close support around the first few matters. Others need a lighter layer of oversight while their own staff take the lead. The pricing approach follows that difference, so the scope stays readable before any work starts.

Aftercare once the first matters are running

Aftercare focuses on the small operational issues that appear after launch. A form field may need a better label. A template may need a clause swap. A user may need a clearer step for sign-off. We keep the support practical and tied to real use, so the system does not drift away from the way the firm works.

That support can also include help with new matter types, updated wording, revised clause sets and cleaner admin steps for the team. If the firm wants to tighten document control, we can assist with the filing pattern, naming conventions and version handling that sit around the drafting process.

• Help with post-launch corrections to templates and questionnaires
• Support for new matter types and updated matter data
• Guidance on version control and final document storage
• Ongoing help for admin users and drafting teams

For smaller law practices, that extra layer is often what keeps the process usable after the first burst of activity. We check that documents, reviews and the setup hold up as the workload grows.