Technology Services
The weeks after go-live decide whether people trust the platform.
Hypercare is the period right after go-live. The team that implemented the platform stays close to it, watches it daily and fixes what surfaces while your people settle in. It ends when the platform meets the exit criteria we agreed with you before cutover.
Go-live is when the real test begins.
Testing never fully reproduces production. Real volumes arrive, real data takes paths nobody planned for, and people work under pressure on a system they first used a week ago. Small issues surface in the first days. How quickly they are fixed shapes what people say about the platform for years, and in a general support queue they wait their turn behind everything else.
Hypercare keeps the people who know the platform best close to it until it settles. Issues reach the engineers who built it, fixes move through a short, controlled path, and stability is measured before anyone steps back.
What hypercare covers.
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Readiness before cutover
Before go-live we agree the length of the hypercare window, who sits on the team, how issues are escalated and what “stable” will mean in terms we can measure.
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A daily command room
Each morning your business and technical owners meet our leads. We go through every open issue on one shared list, set the day’s priorities and decide what needs a business call.
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Fast triage and fixes
Issues are logged, classified and routed straight to the engineers who built the platform. Fixes go out through an accelerated change path that still respects testing and approval.
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Support on the floor
In the first weeks our people sit with users in the busiest teams, walk them through their first transactions and turn repeated questions into quick guides or targeted fixes.
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Exit and handover
When the exit criteria hold, open items, known issues, workarounds and updated run books pass to operation or support in a documented handover meeting.
Planned before go-live, closed on evidence.
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Prepare
The window, the team, escalation and exit criteria are agreed with the business owner before cutover.
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Watch
Monitoring, transaction checks and user feedback are reviewed every day against the measures we agreed.
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Fix
Issues are resolved in priority order. Each release passes a quality gate, and decisions are tracked in TMO 360.
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Hand over
We step back on evidence, not on a date, and the team that runs the platform next starts with everything it needs.
What hypercare gives the business.
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Confidence in the first weeks
People see problems fixed quickly and keep working in the new platform instead of around it.
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Stability you can show
Leadership sees the platform settle against measures agreed in advance, not on anecdote.
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Nothing learned is lost
The engineers who built the platform fix its early issues and write down what they learn.
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A clean start for operation
Operation and support begin from a stable platform and a complete handover.
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Work with us
Bring us the hardest decision on your agenda.
Start with the outcome you need and what stands in its way. Your first conversation will be with someone senior enough to shape the answer.