Staffing the war room
- Hypercare lead with authority to prioritise fixes
- Functional and technical experts per process area
- Super-users embedded in the business
- Vendor and integrator escalation contacts
Incident management
Classify incidents P1–P4 with response and resolution SLAs. Separate business transaction failures (an order did not ship) from IT tickets (a printer is offline), because they need different owners.
Business KPIs to watch daily
- Orders entered and shipped vs baseline
- Invoices posted and payments made
- Interface queue backlogs
- Month-end close progress
Exit criteria
- No open P1 incidents for 10 business days
- Incident volume trending down for 3 weeks
- First month-end close completed on time
- Knowledge transferred to steady-state support
Frequently asked questions
How long should ERP hypercare last?
Typically 4–8 weeks, or until the first month-end close is complete and exit criteria are met.
What is the difference between hypercare and support?
Hypercare is time-boxed, staffed by the project team and focused on stabilisation. Steady-state support handles business as usual.