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Hypercare and Handover

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In this lesson, you will learn:

  • What hypercare is
  • The daily triage call
  • How defects are handled
  • When the project hands over

🔁 Quick look back: Last time: Cutover Plan and Go-Live Checklist. You learned SNWR’s go-live weekend plan: freeze, final loads, smoke tests and the mailbox switch.

1 “The project team disappeared”

On a past project, the team left on go-live day.

  • Small issues piled up.
  • Agents didn’t know who to ask.
  • Staff lost trust in the new tool.

🎯 The problem: The first weeks after go-live need extra care, or trust is lost.

👉 The fix: run two weeks of hypercare, then hand over with clear rules.

2 Hypercare at SNWR

Key term: Hypercare

A short time after go-live when the project team gives extra, fast support.

Key term: Triage

Sorting issues by how urgent they are, and deciding who fixes each.

SNWR's hypercare. Daily at 09:30: a 30-minute triage call with Daniel, Riya and the project team. The defect list: each issue with a priority, an owner and a fix date. Week 1: fix anything that stops work. Week 2: fix the rest, and train Riya's team. Handover when no critical or high defects are open, the defect list is agreed, and Riya signs off.
Figure 1. Two weeks of extra care, then a clear handover.

3 Handover rules

  • No open critical or high defects.
  • Every remaining defect has an owner in Riya’s team.
  • Knowledge and design decisions are handed over.
  • Riya signs off. Then the project closes.

⭐ Remember: Hypercare ends by rules, not by date. If the rules aren’t met, it runs longer.

4 Quick recap

  • Hypercare is extra support after go-live
  • SNWR: two weeks, with a daily triage call
  • One defect list, with priority, owner and date
  • Week 1: blockers first
  • Hand over to Riya when the rules are met

5 Check yourself

Think of your answer first. Then tap to check.

1 How long is SNWR’s hypercare planned for? Show answer

Two weeks.

2 What happens at the daily triage call? Show answer

New issues are sorted and given an owner.

3 A high defect is still open after two weeks. Hand over? Show answer

No. Hypercare runs longer.

4 Who signs off the handover? Show answer

Riya, the platform owner.

Nice work! SNWR is live and in safe hands. 🎉
Next up: Incident and Problem Review

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