Knowledge Base
Search the full knowledge base.
20 articles
Documentation Gateway
Documentation tailored to your role.
Select your role to navigate directly to the documentation most relevant to your responsibilities. All documentation is maintained as living reference.
System Administrator
Configuration, deployment, integrations, user management, and security setup.
Platform Documentation
Documentation portals for every platform.
Erpleep
Complete documentation for enterprise workflow orchestration, reporting infrastructure, and operational management.
Medleep
Clinical workflow documentation, healthcare data standards (HL7 FHIR), compliance requirements, and integration guides.
Edleep
Academic workflow configuration, student data standards, LMS integrations, and assessment infrastructure documentation.
Getting Started
From provisioning to go-live.
The typical SUPENTIS implementation follows a structured six-stage journey. Timelines are indicative — your implementation team will provide a project plan specific to your institutional context.
Environment provisioning
Your SUPENTIS environment is provisioned by the implementation team. You will receive access credentials, environment URLs, and a configuration baseline tailored to your institutional requirements.
Identity and access configuration
Connect your institutional identity provider via SAML 2.0 or OIDC. Configure role-based access control to reflect your organisational structure. Provision initial administrator accounts.
Data import and migration
Import existing institutional data using the provided data templates and bulk import tools. The implementation team assists with data cleansing, transformation, and validation.
Integration setup
Connect SUPENTIS platforms to your existing institutional systems — ERP, HR, clinical systems, or learning management systems — via the documented REST APIs and pre-built integration connectors.
Configuration and customisation
Configure workflows, notification templates, reporting dashboards, and platform settings to match institutional processes. The configuration reference provides complete parameter documentation.
User training and go-live
Deliver administrator and end-user training using SUPENTIS training materials. Conduct a phased rollout or full deployment. The SUPENTIS Customer Success team supports your go-live.
Every SUPENTIS implementation is assigned a dedicated Customer Success Manager who guides you through each stage, coordinates the implementation team, and remains your primary point of contact through go-live and beyond.
Learning Centre
Structured learning for every role.
Role-specific training programmes covering platform administration, development, end-user proficiency, and specialist platform tracks. All programmes are self-paced and maintained as platforms evolve.
Administrator Certification
Complete training for system administrators covering platform configuration, security, identity management, and operational maintenance.
Developer Fundamentals
API integration, webhook implementation, SDK usage, and custom development patterns for building on SUPENTIS platforms.
Platform End-User Essentials
Practical walkthroughs for institutional staff using SUPENTIS platforms in day-to-day operations. Role-specific variants available.
Implementation Partner Programme
Complete implementation methodology for partner organisations — project planning, data migration, client onboarding, and post-launch support.
Medleep Clinical Track
Clinical workflow configuration, HL7 FHIR integration, healthcare data governance, and compliance requirements specific to healthcare institutions.
Edleep Academic Track
Academic workflow setup, student data configuration, LMS integration, and assessment infrastructure for education institutions.
Implementation Centre
The SUPENTIS implementation methodology.
Discovery & Scoping
Understanding your institutional context, technical landscape, and operational requirements before implementation begins.
1–2 weeksDeliverables
- Institutional requirements document
- Technical environment assessment
- Integration inventory
- Project plan and timeline
Environment & Identity
Provisioning your SUPENTIS environment and connecting your institutional identity infrastructure.
1–2 weeksDeliverables
- Environment provisioned
- Identity provider connected
- RBAC model configured
- Admin accounts active
Data Migration
Planning, executing, and validating the transfer of existing institutional data into SUPENTIS platforms.
2–4 weeksDeliverables
- Data mapping document
- Migration scripts
- Validation report
- Data sign-off
Integration & Configuration
Connecting SUPENTIS to your institutional ecosystem and configuring workflows to match your operational processes.
2–6 weeksDeliverables
- Integration connections live
- Workflows configured
- Reports and dashboards built
- Configuration signed off
Training & Acceptance
Preparing your teams to operate the platform confidently and validating readiness before go-live.
1–2 weeksDeliverables
- Administrator training complete
- End-user training delivered
- UAT sign-off
- Go-live checklist completed
Go-Live & Stabilisation
Launching the platform to your institution with dedicated hypercare support through the stabilisation period.
2–4 weeksDeliverables
- Platform live
- Hypercare support active
- Incident response tested
- Handover to ongoing support
Developer Centre
Build on SUPENTIS platforms.
Complete technical documentation for developers integrating with, extending, or building on top of SUPENTIS platforms. APIs are versioned, stable, and designed for institutional-scale integrations.
Developer support enquiries →REST API Reference
ReferenceComplete endpoint documentation for all three SUPENTIS platforms. Includes authentication, request/response schemas, error codes, and rate limit guidance.
View →Webhook Events
ReferenceFull catalogue of webhook event types, payload schemas, delivery guarantees, retry behaviour, and signature verification implementation.
View →Authentication Guide
GuideOAuth 2.0 client credentials flow, API key management, token scopes, and security best practices for API consumers.
View →SDK Documentation
ReferenceOfficial client libraries for TypeScript/JavaScript and Python. Installation, configuration, usage patterns, and example applications.
View →Integration Patterns
GuideArchitectural patterns for common integration scenarios — data sync, event-driven workflows, bulk operations, and real-time streaming.
View →Data Schema Reference
ReferenceComplete data model documentation for all entities across Erpleep, Medleep, and Edleep. Includes field types, validation rules, and relationship diagrams.
View →Custom Report API
TechnicalBuild custom reports and analytics extracts. Query language reference, result pagination, scheduled export configuration, and data caching behaviour.
View →Extension Framework
TechnicalExtending SUPENTIS platforms with custom modules, workflow hooks, and notification handlers. Extension lifecycle, deployment, and versioning.
View →SUPENTIS APIs are versioned with deprecation periods of at least 12 months. Breaking changes are communicated directly to registered API consumers before they occur.
Knowledge Library
Guides, references, and downloadable resources.
20 resources
Troubleshooting Centre
Common issues and how to resolve them.
Authentication & Access
SSO login fails with "SAML assertion invalid"
Verify the assertion consumer service URL matches your identity provider configuration. Check that the clock drift between your IdP and SUPENTIS does not exceed 5 minutes. Confirm attribute mapping includes the required email and group claims.
Users are redirected to an error page after authentication
Confirm the user account exists in SUPENTIS and has at least one role assigned. Check that the email address in the identity provider matches the user record exactly.
Admin cannot access configuration settings
Verify the user has the System Administrator role. Permission changes may require the user to log out and log back in for the new role to take effect.
Data Import & Migration
Bulk import fails with validation errors
Review the validation error report downloaded after import. Ensure all required fields are populated and date formats match the expected ISO 8601 format (YYYY-MM-DD). Check for duplicate records in the import file.
Imported data does not appear after successful import
Bulk imports are processed asynchronously. Allow up to 15 minutes for large imports. Check the import job status in the administration console.
API & Integrations
API returns 401 Unauthorized
Confirm your access token has not expired (tokens expire after 1 hour). Re-request a token using the client credentials flow. Verify the client ID and secret are correct for your environment (production and staging use different credentials).
Webhook events are not being delivered
Check the webhook endpoint is accessible from the internet (SUPENTIS cannot deliver to localhost). Verify the endpoint returns a 2xx status within 10 seconds. Check the delivery log in the integrations console for error details.
API requests are returning 429 Too Many Requests
SUPENTIS enforces rate limits of 1,000 requests per minute per API client. Implement exponential backoff in your integration. Consider batching operations using bulk API endpoints.
Performance
Reports are taking a long time to generate
Complex reports with large date ranges are processed asynchronously and emailed when ready. For scheduled reports, ensure the delivery time is set to off-peak hours. Contact support if reports consistently take longer than 30 minutes.
The platform is loading slowly for users
Check your network connectivity and whether the issue is isolated to specific users or network locations. If widespread, check the SUPENTIS status page at status.supentis.com. Clear browser cache and disable browser extensions as a first step.
Can't find what you need?
Raise a support ticket and we will investigate.
All support tickets are responded to within one business day. Critical issues are escalated with urgency.
Contact SupportRelease Centre
What has changed, and when.
Every release is documented with version numbers, dates, and a clear record of what changed. Platform updates are communicated to administrators before they occur in production environments.
- Fixed report scheduling conflict when overlapping daily and weekly exports
- Resolved edge case in RBAC inheritance for nested organisational units
- Improved performance of bulk workflow processing under high concurrency
- Custom dashboard widget framework — build role-specific reporting views
- New webhook events for workflow state transitions
- SCIM 2.0 support for enterprise user provisioning
- Improved bulk import validation with field-level error reporting
- HL7 FHIR R4 patient resource alignment correction
- Fixed audit log timestamp precision for clinical event records
- Resolved display issue in clinical timeline for events spanning midnight
- Clinical workflow automation — rule-based task routing and escalation
- Expanded HL7 FHIR R4 resource coverage (Encounter, Observation, DiagnosticReport)
- Enhanced privacy controls for sensitive category data
- Patient portal access provisioning via API
- Fixed LMS sync failure when course enrolment exceeds 10,000 students
- Resolved attendance record aggregation discrepancy in term reports
- Improved error messaging for malformed assessment import files
- Assessment framework v2 — rubric-based grading and moderation workflows
- Learning pathway configuration for adaptive academic progression
- Canvas and Moodle deep-link integration via LTI 1.3
- Student progress export API with customisable field selection
Community & Success
Built with customers, not just for them.
SUPENTIS invests in long-term institutional relationships. Customer success is not a reactive function — it is embedded in how we build, release, and support the platforms that institutions depend on.
Customer Advisory Board
A select group of institutional customers who inform the SUPENTIS product roadmap through quarterly meetings, early access to features in development, and direct input to engineering priorities.
Learn more →Implementation Community
A shared space for implementation partners and system administrators to exchange configuration patterns, integration approaches, and deployment lessons. Moderated by SUPENTIS engineers.
Learn more →Early Adopter Programme
Institutions who opt into new feature releases before general availability. Early adopters receive dedicated support, direct feedback channels to product teams, and documentation credit.
Learn more →Research & Design Sessions
Customers and users invited to participate in usability research, prototype feedback, and design validation sessions that inform SUPENTIS product development directly.
Learn more →Success Tiers
Standard
Documentation, knowledge base, and email support included with all platform subscriptions.
Response SLA
Next business day
Priority
Dedicated Customer Success Manager, priority ticket routing, and quarterly business reviews.
Response SLA
4 business hours
Enterprise
Assigned technical account manager, 24/7 incident escalation, and SLA-backed uptime commitments.
Response SLA
1 business hour
Customer Success Services
Long-term institutional partnership.
SUPENTIS Customer Success is a professional function, not a helpdesk. We embed alongside your institution to ensure the platform delivers sustained value — not just at go-live, but across the full relationship.
Implementation Support
A dedicated implementation manager coordinates every stage of your deployment — from environment provisioning through go-live. Available for the full duration of your implementation project.
All tiersCustomer Success Management
Assigned Customer Success Manager who understands your institutional context, monitors platform health, leads quarterly business reviews, and advocates for your priorities within SUPENTIS.
Priority & EnterpriseTechnical Account Management
Assigned Technical Account Manager with deep platform expertise — available for architecture guidance, integration design, and escalation of complex technical issues.
EnterpriseTraining Delivery
Structured training programmes for administrators, end users, and technical teams. Delivered live or asynchronously. Training materials are updated with each platform release.
All tiersHealth Monitoring
Proactive monitoring of platform usage, adoption, and performance indicators. Issues are identified and addressed before they affect institutional operations.
Priority & EnterpriseIncident Response
24/7 incident escalation for critical platform issues. Dedicated response team with defined SLAs and a structured communication protocol throughout resolution.
EnterpriseContact Support
Every issue reaches the right team.
SUPENTIS support channels are staffed by specialists, not generalists. Contact the channel appropriate to your need and your message will be handled by someone with the right context to help.
Technical Support
support@supentis.comPlatform issues, error reports, and configuration assistance.
Response SLA
Next business day
Customer Success
success@supentis.comAdoption, training, business reviews, and strategic guidance.
Response SLA
Same business day
Implementation
implementation@supentis.comActive implementation projects and go-live coordination.
Response SLA
Same business day
Security Incidents
security@supentis.comSecurity incidents, responsible disclosure, and vulnerability reports.
Response SLA
4 business hours
Prefer a form?
Use the Contact & Engagement page →Enterprise or urgent?
Priority and Enterprise customers should contact their assigned Customer Success Manager or Technical Account Manager directly.
Business Hours
Monday to Friday. Enterprise 24/7 incident response is available outside business hours for critical issues.
AI Knowledge Assistant
Ask anything about the SUPENTIS platforms.
The SUPENTIS Knowledge Assistant draws from the full documentation library to answer questions about configuration, APIs, troubleshooting, and implementation.
PreviewTry asking a question, or select a suggestion:
Responses are generated from SUPENTIS documentation and may not reflect the latest updates. Always verify critical configuration decisions with your Customer Success Manager or the official documentation.
Documentation Principles
How we think about documentation.
Documentation is a product. It requires authorship, editorial standards, version control, and continuous investment. These are the principles that govern how SUPENTIS builds and maintains its knowledge base.
Report a documentation error →Accuracy over comprehensiveness
Documentation that is wrong is worse than documentation that is absent. Every article in the SUPENTIS knowledge base is verified against the current platform release before publication.
Written for the task, not the feature
Users come to documentation with a goal, not an interest in the feature as a system. Documentation is structured around what users are trying to accomplish, not around the feature hierarchy of the platform.
Versioned and maintained
Documentation is versioned alongside platform releases. Outdated articles are updated or removed — not left to accumulate. Every article carries a last-updated date.
One source of truth
Information is not duplicated across articles. Where related topics intersect, documentation links between them rather than restating content. Duplication creates divergence.
Feedback-driven
Every article includes a feedback mechanism. Reader-reported errors are investigated and corrected within five business days. Documentation quality is a product of continuous institutional feedback.
Plain language
Technical documentation should be clear, not casual. SUPENTIS documentation uses precise language without jargon inflation — terms are defined where introduced, and complexity is not manufactured.
“Good documentation is not written once. It is maintained continuously, with the same care as the platform it describes.”
SUPENTIS Documentation Team