Short answer
Hypercare is the short period right after go-live when the delivery team stays on to fix defects fast, answer user questions and watch adoption. Agree its length, response times and exit criteria before go-live, keep a daily issue log, and end it with a formal handover to whoever supports the system next.
What hypercare covers
- Fixing defects in what was delivered, at a faster response time than normal support.
- Answering how-do-I questions from users in their first weeks.
- Watching integrations, scheduled jobs and data loads that only run in production.
- Tracking adoption: who is logging in, which processes are used, where people fall back to spreadsheets.
New features and design changes are not hypercare. They go to the backlog for a scope decision.
Agree before go-live
- Length. Two to four weeks suits most CRM launches. The package or statement of work should say the exact period.
- Channel. One place users report problems, such as a Slack or Teams channel, or a form.
- Response times by severity.
- Exit criteria. For example, no open blockers, integrations stable for a week, and login rates at the agreed target.
Run it daily
- A 15-minute check-in between the delivery lead and the client's system owner.
- An issue log with status, owner and date opened.
- Review of integration error logs and failed automation each morning.
- A weekly adoption snapshot to the sponsor.
Hand over
- Admin documentation: configuration log, runbook, field dictionary.
- Open items with owners and dates.
- A decision on ongoing support: the client's own admin, a block of hours, a retainer or managed services.
Frequently asked questions
How long should hypercare last after a CRM go-live?
Two to four weeks suits most launches, with the exact period written into the package or statement of work. End it when the exit criteria are met.
Is new functionality included in hypercare?
No. Hypercare fixes defects in what was delivered and supports users. New features and design changes go to the backlog and are scoped separately.
Salesforce, HubSpot, Anthropic and OpenAI change their products often. Check the official documentation before you rely on a specific setting, limit or price.