Overview of Services
Our LMS Hypercare Packages are designed to ensure a smooth start (go-live) with our LMS. The hypercare packages are designed to address individual needs for support by experts (including technical experts) during the first weeks of using the application with users. The overall goals are:
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Heightened attention and fast response to any issues that may arise.
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A regular check-in or stand-up with our team to ensure transparency and rapid coordination.
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Proactive monitoring and guidance to ensure system stability and smooth user adoption in the first weeks.
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Support for usability or configuration adjustments identified during early use.
In detail, you benefit of (depends on ordered package):
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Dedicated Consultant Hypercare Support: regular check-ins during the first days and weeks of using the LMS. The Consultant will provide detailed knowledge from implementation project.
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Increased Environment Scaling: Expecting higher access to the launched LMS, Scheer IMC will increase system scaling for the first days / weeks.
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Launch Report: At the end of the hypercare phase, Scheer IMC (provided by Consultant based on statistics by Hosting will provide usage statistics for the launch time including statistics:
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How many users accessed the LMS (overall, per day)
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How many concurrent users access ed the system at maximum and per day maximum
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Access to Experts / Fast Lane Troubleshooting: Any reported issue reported to Consultant will be addressed by the Consultant via direct access to experts from Hosting, Incident Management team, and Techncial Services. Critical issues are investigated and processed by task force team initiated by Consultant. The Scheer IMC task force consist of experts from Incident Management, Technical Services, Hosting, and Development. Optional system updates (for critical / P2 software defects or software defects related to customisation) are scheduled for longer hypercare phases.
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Smooth Handover to Ticket System: Together with Service Desk team, weekly calls are scheduled to realise a smooth handover from project phase to ticket system.
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Technical Support: direct access to technical experts for technical support is possible.This allows addressing technical questions regarding API usage, integration & interfaces, or data migration tasks.
Our packages are the kick-start for your go-live.
Of course, hypercare packages can also be combined before the actual customer go-live happens. hypercare packages can also be scheduled right after technical go-live to prepare the system for customer go-live.
Overview of our packages
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Service |
Small |
Medium |
Large |
|---|---|---|---|
|
Hypercare Duration |
one week |
two weeks |
four weeks |
|
Dedicated Consultant Hypercare Support |
Three scheduled check-in calls (work days only) during first week after customer go-live. These calls have a planned duration of one hour and any topic related to the customer go-live can be addressed by customer. |
Six scheduled checkin-calls (work days only) during both first two weeks after customer go-live. These calls have a planned duration of one hour and any topic related to the customer go-live can be addressed by customer. |
Daily scheduled checkin-calls (work days only) during all four weeks of hypercare phase (20 calls). These calls have a planned duration of one hour and any topic related to the customer go-live can be addressed by customer. |
|
Increased Environment Scaling |
increased up-scaling of productive environment for one week (start point is the customer go-live date) |
increased up-scaling of productive environment for two weeks (start point is the customer go-live date) |
increased up-scaling of productive environment for four weeks (start point is the customer go-live date) |
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Launch Report |
Launch Report provided by Consultant for week one after customer go-live date. |
Launch Report provided by Consultant for both weeks after customer go-live date. |
Launch Report provided by Consultant for all four weeks after customer go-live date. |
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Access to Experts / Fast Lane Troubleshooting |
Available for one week on demand. No scheduled system update. |
Available for two weeks on demand. One system update is scheduled for the second week, if necessary.
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Available for four weeks on demand. Two system updates are scheduled for the second and fourth week, if necessary. |
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Smooth Handover to Ticket System |
One common call with Consultant and Support team |
Weekly call with Consultant and Support team. |
Weekly call with Consultant and Support team. |
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Techncial Support |
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Technical Support can be requested via mail to nominated technical expert during both weeks to initiate technical call. Overall, up 4 calls (one hour each) can be scheduled to address technical questions. |
Technical Support can be requested via mail to nominated technical expert during all four weeks to initiate technical call. Overall, up 8 calls (one hour each) can be scheduled to address technical questions. |
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Included 2nd Level Budget |
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up to 4 h (to address configuration changes and enhancements during hypercare period of two weeks) |
up to 8 h (to address configuration changes and enhancements during hypercare period of four weeks) |
We developed these packages to cover the typical customer scenarios. In addition, Scheer IMC also offers individual packages for even higher demand of hypercare support (e.g., onsite support, regular sessions with experts from various teams etc.). Your project team and and your Account Manager will provide you the best fitting package.
Out of Scope
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Hypercare package are additional service to but do not replace Support services with contractual SLA. Hypercare packages do not offer around the clock support coverage and are not intended to replace urgent ticket reports.
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Major configuration changes that cannot be done ad-hoc, need to be covered by included or other existing Consulting / 2nd level budget.
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Issues related to software defects get a fast lane investigation and planning. Contractual SLAs are still valid but task force will focus on offering mitigating actions. Support, Hosting, and Development are prepared for system updates, if necessary.