Y DEPLO Run Post Go-Live Support (Hypercare) Post-go-live support involves providing ongoing assistance, monitoring, and maintenance to ensure the smooth operation and user satisfaction of a newly deployed system. How To Perform 1. Establish a Support Plan 4. Provide User Support Define Roles and Responsibilities: Identify team members responsible Set up a help desk to provide assistance to users facing issues. for providing support and outline their specific duties. Documentation: Supply comprehensive user manuals, FAQs, Set Up Communication Channels: For reporting issues, including help and troubleshooting guides. desks, email addresses, and phone numbers. Create a Support Schedule: Arrange support availability, including 5. System Maintenance after-hours and weekend coverage if necessary. Regular Updates: Schedule regular updates and patches to address any discovered vulnerabilities or bugs. 2. Monitor the System Backup and Recovery: Ensure regular backups are taken and Real-time Monitoring: Implement tools to monitor system performance, that recovery procedures are in place and tested. usage, and potential issues in real-time. Performance Tuning: Continuously monitor and optimize Log Analysis: Regularly review system logs to identify any errors or system performance. unusual activities. 6. Communication and Reporting 3. Issue Management Status Updates: Provide regular updates to stakeholders on Ticketing System: Use a ticketing system to log, prioritize, and track issues system performance and any issues being addressed. reported by users. Incident Reports: Document and report significant incidents, Response and Resolution Timeframes: Define and communicate including their resolution and any lessons learned. expected response and resolution times for different types of issues. Feedback Loop: Maintain an open feedback loop with users to Root Cause Analysis: For recurring issues, perform root cause analysis to continuously improve the support process. prevent future occurrences.