Hypercare

Hypercare

By following the outlined steps, we have successfully:

• Planned the new server environment and specifications according to your requirements.
• Developed a strategy for data backup, synchronisation , and installation.
• Installed your CCH software in a testing phase to enable end-user teams to verify its functionality.
• Completed the planned "go-live" phase along with any subsequent testing.

However, as we transition into a new business day with the entire end-user team utilising this new environment, it’ is not uncommon for queries or issues to arise that were not previously encountered.

The Hypercare phase will provide you with access to an installation consultant for the designated day. This will facilitate the collection of queries, allowing them to receive direct and prompt triage and resolution.

During the Hypercare phase, we will collaborate with you and your Managed Service Provider (where applicable) to offer guidance and address any initial queries that may arise, ensuring that your end-user team maintains their confidence and has an overall positive experience with the new platform.

Beyond Hypercare

Following the Hypercare phase, you will continue to receive support from our Customer Support team. However, please note that Customer Support does not cover issues related to server or installation that arise from the installation process, as these concerns are specific to the installation project.

Nevertheless, our team remains available to assist with software-related inquiries and to provide guidance on managing any issues that did not originate during your testing, go-live, or hypercare phases. Each situation will be assessed individually, and the appropriate team member will be assigned to assist you accordingly.