What 45 days of hypercare actually covers

Hypercare is the period after go-live when we watch a system closely and fix what comes up. Ours runs for 45 days from launch, and it is included rather than sold.

The term is used loosely across the industry, so here is precisely what it does and does not mean with us.

What is covered

Anything that is not doing what your signed acceptance checklist says it should. If a behaviour you tested and passed stops behaving that way, that is ours to fix, at no charge, and it is the point of the window.

It also covers the things that only appear under real use: a form that behaves differently when two hundred people submit it, a report that is slow once there is a year of data behind it, a workflow that turns out to have an exception nobody mentioned during testing.

What is not covered

New requirements. If go-live makes you realise you want something the system was never asked to do, that is good, and it is a change rather than a defect. We will quote it. Calling it a bug would mean pretending the original scope said something it did not.

The line is the acceptance checklist, which is why it is written before anybody builds anything.

How to use it well

Report things as they happen rather than saving them up. Everything raised in the window is handled in the window, and a list that arrives on day 44 is a list that gets rushed.

Tell us about the small irritations too. A step that takes four clicks instead of two is exactly the thing that never gets reported and quietly costs somebody an hour a week for years.

After the 45 days

The system either moves onto a managed service or care plan, or it does not and you carry it yourself. Both are fine and we will tell you honestly which we think fits. What we will not do is let the window lapse silently: your portal shows the end date from the day the project launches.