HYPERCARE & SUPPORT EXPLAINED

Principles 🧭

Resourcing: Allocate dedicated resources for post-release support.
Monitoring: Monitor system performance and user feedback
Live Fixes: Address high-priority issues immediately.
Transition: Transition from hypercare to steady-state operations.
Incident Mgmt: Use incident management tools for issue tracking.
Retrospective: Conduct a post-release review to capture lessons learned.
User Support: Provide end-user support during the hypercare phase.
Comms: Communicate updates and fixes to stakeholders.
Metrics: Use analytics to identify and address usage trends.

Things To Do And Get Right 📌

Establish a dedicated support team for the hypercare period.
Monitor system performance continuously post-deployment.
Provide clear channels for user feedback and issue reporting.
Document all incidents and resolutions.
Ensure rapid response to critical issues.
Communicate updates and fixes promptly to users.
Track user adoption and satisfaction metrics.
Coordinate with development for quick bug fixes.
Plan for knowledge transfer to long-term support teams.
Review hypercare outcomes to inform future deployments.

Tips & Tricks 💡

Set clear expectations for support response times.
Use dashboards to visualize system health.
Conduct daily stand-ups during hypercare for issue tracking.
Implement a ticketing system for efficient issue management.
Provide FAQs and self-help resources to users.
Encourage user feedback to identify pain points.
Celebrate quick resolutions to boost team confidence.
Maintain a knowledge base for recurring issues.
Train support staff on new features and functionalities.
Schedule a formal handover to BAU support teams.