Hypercare in application support can be considered as the phase after application is live on production.
The main purpose of the hypercare period is to closely monitor customer service, data Integrity and the smooth functioning of the implemented application. The thumb rule is that when hypercare support ends, the system is stable and can be release to more end users with the usual support activities continuing.
Most of the people in the industry have a misconception that hypercare includes only training. However, it provides end user with all type of support which is critical after Go-live. Some of tasks that come under hypercare support are as listed below:
- Technical support
- On-site training
- Handling issues and queries
- Escalation plan
- Ensuring smooth handover