Short answer
Hypercare is the period of intensive support immediately after a CRM goes live, typically two to four weeks, when the implementation team stays on hand to fix issues quickly, answer user questions and stabilize the system before handing over to ongoing support.
Hypercare explained
Even well-tested systems surface questions and small issues once everyone starts using them. During hypercare the team monitors adoption, data and integrations, resolves issues with priority, and adjusts training. The scope and length of hypercare should be defined in the statement of work.
After hypercare, support moves to a managed services agreement, a block of hours, or the client's internal team.
How Vantage Point helps: every implementation includes a defined hypercare period, followed by flexible support options.
Frequently asked questions
Is hypercare included in the project price?
It should be defined in the statement of work, with its length and scope stated clearly.
What happens after hypercare ends?
Support transitions to managed services, a block of hours, or the client's own administrators.