8105 Rasor Blvd,Launching a new tool or system is just the beginning – the real test comes when it’s in the hands of users. That’s where Hypercare Services come in. Hypercare is the period of heightened support immediately after a go-live or major implementation, aimed at ensuring a smooth transition. Our Hypercare Services for Atlassian implementations provide you with expert assistance and monitoring in those critical days and weeks post-launch. We rapidly address any issues, fine-tune the setup, and handhold your team as they adapt to the new way of working. This safety net gives you peace of mind that your digital transformation momentum continues without a hitch and that the business value of your Atlassian investment is realized fully.
ACG Hypercare packages offer extra support to the customers, and it aims to help new and existing customers understand how to use the product, service, feature, or program with hand holding experience along with solving user queries on-demand when in need.
What is Hypercare and Why It Matters
Hypercare is essentially an extended support phase following deployment, where extra attention is given to stabilize the solution and support users. Think of it as the training wheels period: the solution is live, but we haven’t just walked away – we’re closely watching and ready to catch any wobble. During hypercare, we work to ensure the new Atlassian setup works as expected and any arising issues are promptly resolved. This practice is crucial because even with the best planning, real-world usage can surface unforeseen problems or user uncertainties. Hypercare provides:
- Issue Resolution: If something isn’t working right (e.g., a workflow isn’t transitioning properly, or users have permission troubles), our team is on standby to fix it, often within minutes or hours instead of days. This prevents small issues from impacting user adoption or causing frustration.
- User Support and Confidence Building: Users might have “How do I…?” questions or might do something incorrectly in the new system. We provide near real-time support (via chat channel, dedicated email, or on-site presence, as appropriate) to guide them. Quick support right after launch makes users feel taken care of and boosts their confidence in using the new tools.
- Feedback Gathering: Hypercare is a great time to gather feedback from end-users and stakeholders. Maybe a certain screen layout is confusing, or a certain report they need isn’t available. We collect this feedback and, if feasible, implement quick adjustments or add helpful tweaks. It’s much easier to adjust things in the early days when habits aren’t yet set. This continuous improvement mindset during hypercare can significantly increase user satisfaction.
- Stakeholder Reassurance: For management or project sponsors, having hypercare in place is a reassurance that the project is being shepherded to success. We often provide brief hypercare reports or check-ins to show how things are going. This keeps the positive momentum and trust high after go-live.
In summary, hypercare is about going the extra mile to ensure your Atlassian solution is not only live, but thriving, and that your team transitions into their new tools and processes comfortably.
Our Hypercare Approach
Atlassian Hypercare includes the following areas without being limited to only these areas
- Critical on-demand premium support for end users when in need
- Gap analysis & recommending best practices
- Adoption of the product
- Trainings & workshops on Atlassian stack of products
- Periodic upgrades, performing health-checks for optimized performance
- SLA management of Atlassian tools
- Any other critical support that may arise due to 3rd party applications related to Atlassian products
The overall vibe of hypercare is “all hands on deck, we’re here with you.” It’s a relationship in making sure the investment delivers value. Our team basically becomes an extension of your team during this period, highly available and deeply committed.
By carefully managing the end of hypercare, we make sure there is no drop in support quality. The goal is that by the time hypercare ends, the new Atlassian environment feels “business as usual” for users and admins. It becomes part of the normal operations, with any initial kinks worked out.
In essence, our Hypercare Services serve as a bridge between project implementation and operational excellence. We stand by you to ensure that the investment in Atlassian tools and the efforts of the project team fully materialize into improved workflows and satisfied users. With hypercare, the stress of “what if something goes wrong at go-live?” is greatly reduced, because you have expert partners ready to jump in and set things right. We take pride in not just delivering a solution, but in seeing it succeed in your real-world environment – and hypercare is our way of making sure that happens.
Contact us
If you have a go-live coming up and want to ensure proper support, reach out via our contact form to inquire about hypercare assistance. We can integrate hypercare into your project plan.
Schedule a Hypercare Readiness Call
Already launched and experiencing some turbulence? It’s not too late – schedule a call and we can discuss a short-term hypercare engagement to stabilize your Atlassian environment.
Request a Hypercare Plan
We can provide a sample hypercare plan or proposal tailored to your implementation size. This will outline the support resources, timeframe, and costs involved, so you can make an informed decision to include hypercare in your rollout strategy.