HOW WE WORK · AFTER GO-LIVE

What happens after Land, in specific weeks, not vague promises.

Hypercare has a defined length and a defined handover point. Nobody quietly disappears, and nobody stays forever at the same intensity.

HYPERCARE, IN SPECIFIC WEEKS

A defined length, a defined handover point, nobody quietly disappearing or staying forever.

Land doesn't end the day you go live. It ends when hypercare finishes and support formally hands over, and both of those points are agreed in writing before go-live day, not decided on the fly afterward.

01

Weeks 1–2: intensive hypercare

The delivery team stays close, typically on-call or on-site, resolving anything that surfaces as real usage begins.

02

First close: reduced but present

Support continues through your first full month-end close, since that's typically when the questions that matter most surface.

03

Handover to managed support

Once the first close is clean, a formal handover moves ongoing support to a dedicated team, not a silent fade-out.

WHAT'S COVERED DURING HYPERCARE

Specific coverage, not an open-ended promise.

Covered

  • ✓
    Defects in the delivered configurationAnything that doesn't match the signed-off design gets fixed as part of hypercare, at no additional cost.
  • ✓
    Support through the first full close cycleIncluding the month-end and any quarter-end or year-end procedures that fall inside the hypercare window.
  • ✓
    Direct access to the people who built itThe same consultants who configured your system, not a queue starting from zero.

Scoped separately

  • 1
    New requirements identified after go-liveThese go through change control like any other scope addition, rather than being folded quietly into hypercare.
  • 2
    Ongoing support past the handover pointThat's managed support, a separate, ongoing engagement with its own SLA.
WHEN THE PROJECT TEAM FORMALLY STEPS BACK

A named handover, with a specific date and a specific document, not a gradual disappearance.

Once your first close has run cleanly, the delivery team walks your managed support team through the configuration, open items, and anything that's likely to need attention in the next few months. That's a formal handover meeting with a written summary, not an assumption that everyone will remember to loop the support team in eventually.

If you don't have a managed support arrangement in place, we'll say so plainly before go-live, since going live without an agreed support model afterward tends to surface as a problem within the first quarter.

FAQ

Questions about the period right after go-live.

Q.How long does hypercare actually last?

Typically through your first full month-end close, which usually lands somewhere between two and six weeks after go-live depending on your calendar.

Q.Is hypercare included in the original project cost?

Yes, hypercare through the first close is included as part of the implementation engagement, not billed as a separate add-on.

Q.What happens if a serious issue surfaces after hypercare ends?

If it's a genuine defect against the signed-off design, it's still covered. If it's a new requirement, it moves through change control or into a managed support ticket, depending on timing.

Q.Do we have to use your managed support after go-live?

No, but we'll ask who's covering support before go-live regardless, since an unanswered question there tends to become an expensive one later.

Q.Does the same team that built the system handle managed support?

Often overlapping, not always identical. The formal handover meeting exists specifically so context isn't lost even where the team composition shifts.

Wondering what support looks like after your go-live

Get a straight read before you commit.

Tell us your planned go-live date. We'll walk you through what hypercare and handover would look like for a project like yours.

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