4.4 Establish Hypercare Plan

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Overview

Hypercare 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 customer 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 customer to support and CSM. It is also imperative to help customer 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	Coupa PM/partner will create and manage the tracker Coupa PM/partner will provide access to Coupa TS technical architect to view and update the tracker	Action Item Tracker	Coupa Pay Hypercare Plan
Review tracker, fix issues, update tracker for technical issues	Partner, Coupa PM, Client technical architect, Client integration team	Coupa PM and Technical Architect to Review tracker with partner/customer and provide path to resolution
Review adoption metrics on weekly basis	Partner, Coupa PM, Client	Coupa PM/partner gathers production metrics from environment/analytics module/SFDC and shares with customer	Adoption Metrics Report	Adoption Metrics Report Template
Coupa Pay - Handover to Support Process	Partner, Coupa PM	Overview of requirements in order to hand off to support. Also includes a link to the Hypercare Exit Checklist and a video on how to open a support ticket		Coupa Pay - Handover to Support Process