Stabilize your SAP go-live with functional support, incident control, and user guidance.
Hypercare 360 is a structured post-go-live support model that covers functional triage, incident escalation, user guidance, and process stabilization — so the first weeks after go-live do not become a crisis.
Go-live is not the finish line. It is where the real work starts.
Most SAP projects invest heavily in delivery and training — and then leave the business to fend for itself the moment the system goes live. The result is predictable.
- Incident tickets pile up faster than the project team can process them
- Users revert to Excel and email because they cannot navigate the new system under pressure
- Critical business processes — billing, procurement, logistics — stall because nobody owns the resolution
- No triage structure — everything is a priority 1, nothing gets resolved fast
- Leadership loses confidence in the system and in the project team that delivered it
A structured safety net for the weeks that matter most.
- Dedicated functional support team with clear ownership and SLA
- Structured incident triage with priority classification and escalation paths
- Daily war room for critical business process monitoring
- User guidance and floor support to rebuild confidence in the system
- Weekly status reports and a formal handover report at close
Four pillars of the Hypercare 360 model.
Each pillar has a dedicated owner, a defined scope, and a clear escalation path — so nothing falls through the cracks.
Incident Triage
Every ticket is classified by severity (business-critical / functional / guidance) and routed to the right resolver within defined SLA windows.
Daily War Room
A short daily call with functional leads and the hypercare team to review open incidents, escalate blockers, and confirm critical process continuity.
User Guidance
Direct user support for navigation, process questions, and data entry — reducing shadow IT and rebuilding confidence in the new system within the first two weeks.
Executive Reporting
Weekly incident summary and resolution report for leadership — so the business has full visibility on go-live stability without being in the operational weeds.
How a go-live stabilizes with Hypercare 360.
Every SAP go-live follows a predictable pattern. Hypercare 360 compresses the stabilization curve from months to weeks.
Critical Phase
Highest incident volume. War room active daily. Business-critical process monitoring. All hands on deck.
Stabilization Phase
Incident volume drops. Pattern tickets identified and resolved systematically. User confidence rebuilding. War room moves to every other day.
Transition Phase
Residual guidance tickets. Knowledge transfer to internal team. Formal handover report. System operating independently.
How Hypercare 360 is set up and delivered.
Hypercare starts before go-live. The setup happens in parallel with your cutover activities so the team is ready from minute one.
Pre-Go-Live Setup
We define the incident triage model, SLA matrix, escalation contacts, war room schedule, and reporting templates — before the go-live date.
Go-Live Coverage
Full team coverage from go-live day. Incident intake active, war room running, functional consultants available for immediate response.
Stabilization Support
Continued incident resolution, pattern analysis, user guidance sessions, and weekly executive status reports as volume decreases.
Handover & Close
Formal close with a handover report covering all resolved incidents, open items, system configuration decisions made during hypercare, and recommended next actions.
Structure, visibility, and a clean close.
- Hypercare Triage Model — documented severity classification, SLA matrix, and escalation contacts agreed before go-live
- Daily War Room Sessions — structured short calls for critical process monitoring during the first week
- Incident Log & Resolution Tracker — full record of every ticket opened, triaged, and resolved during the hypercare period
- Weekly Executive Reports — status summary with incident volume, resolution rate, open items, and business risk assessment
- User Guidance Sessions — targeted support for business users struggling with navigation, data entry, or process understanding
- Formal Handover Report — complete close document with resolved/open items, configuration decisions, and recommended ongoing actions
Available as standalone or partner subcontract.
Hypercare 360 can be delivered as a standalone engagement for your own go-live, or as a subcontract service for SAP partners who need dedicated hypercare capacity for a client project.
Standard packages: 2 weeks, 4 weeks, and 8 weeks of coverage.
Hypercare 360 is right for you if...
You have a SAP go-live in the next 4–8 weeks and want a structured support model in place before day one
Your implementation partner is rolling off at go-live and you need continuity of functional support through stabilization
You already went live and the incident volume is higher than expected — and you need help triaging and resolving issues fast
Business leadership is unhappy with go-live stability and you need structured reporting to demonstrate recovery progress
You are an SAP partner who needs a hypercare specialist to cover a client go-live without adding permanent headcount
Your internal IT team can handle technical issues but needs functional SAP expertise to guide end users through the first weeks
We have been in the war room before.
Our hypercare model comes from real go-live experience — not a support framework designed by consultants who have never handled a day-one crisis.
Functional and technical coverage
Our hypercare team covers both functional process questions and technical configuration issues — so you do not need two separate support teams.
Structured from day one
The triage model, SLAs, and escalation paths are defined before go-live — not improvised when the first tickets arrive.
Executive-level communication
Weekly status reports give leadership full visibility on stability progress — in plain language, without operational noise.
Clean handover
We close every engagement with a formal handover report — so the knowledge stays with your team and the transition to normal operations is documented.
Frequently asked questions.
Tell us about your go-live and we will design the right coverage model.
A 30-minute call is enough to agree on scope, coverage period, SLAs, and team composition before your go-live date.
Packages
2-week, 4-week, and 8-week coverage models. Emergency engagements available within 48 hours.
Deliverable
Triage model, war room sessions, incident log, weekly reports, and formal handover report.