Overview
Hypercare Plan – Hyper care period allows for a smooth period of transition from implementation resources leading the project to support resources who will be supporting and assuring customer success going forward. Implementation resources work closely with customers to track and resolve any production issues during this period. Any high-priority issues should either be resolved or have a plan for resolution before transitioning customers to support and CSM. It is also imperative to help customers measure adoption metrics during this phase to ensure that value is being achieved from the start.
Activities
| Activity | Key Inputs | Roles & Responsibilities | Deliverables | Supporting Documents |
|---|---|---|---|---|
| Establish Action Item Tracker | Partner, Coupa PM |
|
Action Item Tracker | |
| Review tracker, fix issues, update tracker for technical issues | Partner, Coupa PM, Client technical architect, Client integration team |
|
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| Review adoption metrics on a weekly basis | Partner, Coupa PM, Client |
|
Adoption Metrics Report | Adoption Metrics Report Template |