Go-live & adoption
Hypercare period
The first four to six weeks after the switch, with heightened support, a fast bugfix loop and a clear exit criterion. Hypercare is not an "extra service" — it is your adoption protection.
Updated May 18, 2026
Go-live · 5.5
Why this matters now
In the first weeks you decide whether the tool “stays” or gets written off by the user. One unanswered ticket on day three is twenty times more damaging than the same ticket after three months. Hypercare is a short sprint with heightened attention — not a normal helpdesk week.
What do you deliver?
Hypercare charter
Period, team, goals, reinforced SLA, daily cadence.
Issue triage rhythm
Daily stand-up, prioritised backlog, same-day fix where possible.
Adoption dashboard
Live figures per team — who's using it already, where is resistance?
Exit report
Lessons learned, KPI status, handover document for steady-state support.
Key questions
- 1Period — 4, 6 or 8 weeks? Shorter = risky, longer = project fatigue and no pressure to scale up.
- 2Who is on the hypercare team — project members + dedicated support + Gfacility consultant? How many hours per day available?
- 3Working method — daily stand-up, shared Kanban, fast bugfix flow? How far can the loop go with production deploys?
- 4Reinforced SLA — do you accelerate P1 targets during hypercare (e.g. 30 min instead of 1h)? Communicate this explicitly so users expect it.
- 5Floor walking — does someone physically walk through the offices to catch questions before they become tickets? Champions can fill this role.
- 6Adoption measurement — which dashboard shows per team number of logins, tickets created, CSAT, open issues?
- 7Exit criteria — when does hypercare end? E.g. open P1 = 0, adoption > 90%, CSAT > 4, ≤ 5 tickets per day from support.
- 8Handover to BAU — which agreements does regular support take over, with which knowledge transfer?
- 9Lessons learned — when and how? Separate retrospective; don't forget because everyone is already eyeing phase 2.
- 10Closing communication — celebratory moment, "we did this together", recognition for pilot and champions?
Template — Hypercare charter
| Aspect | Filled in |
|---|---|
| Period | 6 weeks from D-day (Mon 1/9 through Fri 10/10) |
| Team | PM, configurator, 2× L1, Gfacility consultant (4h/day first 2 weeks, 2h/day after) |
| Cadence | Daily 9:00 (15 min), weekly retro Friday 14:00, steering committee weekly |
| Reinforced SLA | P1: 30 min response / 2h resolution (instead of 1h/4h). P2: 1h/8h. |
| Floor walking | Champions walk 2× per day in the first 2 weeks; on request afterwards. |
| Adoption dashboard | Power BI, per department: logins, tickets, CSAT, open issues |
| Exit criteria | P1 open = 0, adoption > 90%, CSAT > 4.0, ≤ 5 daily tickets from support |
| BAU handover | Two days of shadow support, KB handover, RFC procedure active |
Template — Adoption dashboard
| Department | Active users | Tickets created | Bookings | CSAT | Open issues | Status |
|---|---|---|---|---|---|---|
| Brussels — IT | 95% (38/40) | 62 | 120 | 4.3 | 2 P3 | ✓ On track |
| Brussels — FM | 88% (22/25) | 41 | 85 | 4.5 | 1 P3 | ✓ On track |
| Rotterdam — Sales | 42% (28/67) | 12 | 35 | 3.2 | 3 P2, 1 P1 | ⚠ Attention |
| … | … | … | … | … | … | … |