Adaco: What is HyperCare?

Overview

The 'HyperCare' period occurs when a customer has recently 'gone live' and is actively using the Adaco solution. Though the recurring weekly calls with Fourth's Implementation Team will have ceased, when questions/issues arise, the Implementation Team remains the customer's sole point of contact during this time.

Process

The customer’s contracted HyperCare period is stated within their Statement of Work. As the customer approaches this period in the project, Fourth's Implementation Team will revisit the process and clarify expectations for responses to queries, etc.

After the HyperCare period has concluded, the project will be closed out and the customer will be handed over to the Business as Usual (BAU) team. There will be a formal 'project close-out' call scheduled in the last week of the contracted HyperCare period.

What to do During HyperCare?

Internally, the customer’s teams should acclimate to the following process:

• When a user has issues/questions, they raise them back to the Adaco Administrators on property. If the Adaco Administrators are unable to address the issue or answer the question themselves, then they contact Fourth's Implementation Team. End users should not be reaching out to the Implementation Team directly
• Fourth's Implementation Team will raise technical support tickets as needed and will respond to Adaco Administrators during normal business hours

The Implementation Team will also start acclimating customer Administrators on how to raise technical support tickets via Fourth's Customer Success Portal (CSP) so that the customer is acclimated to this for BAU. For more information, please see Raising and Managing Support Requests 

Adaco Administrators will also be acclimated on how to post questions into the 'Adaco Knowledge Share” section of the Customer Success Portal, as well as the 'Ideas' section. See Community & Ideas Overview for more information.

Fourth strongly suggests that all customers register for Release Notes (Following Release Notes) as well as the Fourth Status page (System Status Page).