Go-live day, hypercare and stabilisation
You will be able to: Run the first days of live operation; Organise hypercare and triage tickets; Decide when the system is stable.
- Read not done yet
- Self-check: not taken not done yet
- Lesson complete not done yet
Go-live is a start, not a finish. The first two to four weeks, called hypercare, are when confidence is won or lost.
Go-live day
- Be on site before the first user, with the cutover checklist and the quick reference cards.
- Walk the floor: sit with each team for the first transactions.
- Keep an issue log visible to everyone, with owner and status.
- Hold a 10-minute end-of-day review with the client lead.
Hypercare
Agree the hypercare period in the SOW, for example 14 days after go-live. Define hours, contacts and response times. Triage every ticket into one of four classes.
| Class | Example | Action |
|---|---|---|
| Bug | Posting wrong amount | Raise with severity; escalate to Zeyto if it is a product fault |
| Configuration | Item on the wrong VAT code | Fix in settings; update the workbook |
| Training | 'How do I cancel an invoice?' | Short coaching; add to the reference card |
| Change request | 'We also want a new approval step' | Log it for change control |
The first month-end
Be present for the first month-end close. Help the accountant run bank reconciliation, check the Trial Balance, review ageing and stock reports, prepare the VAT Return Worksheet and lock the period. Problems at the first close reveal configuration errors.
When is it stable?
- Daily tickets are below an agreed level for two consecutive weeks.
- No open severity 1 or 2 defects.
- The first month-end close is done with the client's own staff.
- Backups are running and restore-tested.
- Users complete their tasks without the consultant.
Then you move to handover. If one of the criteria is not met, extend hypercare by a defined period and say why.
Practise in the demo
- Design a hypercare ticket log with the four classes and a priority for each.
- In the demo, open Reports, Posting Trail and the Dashboard to see the checks you would run each evening in week 1.
- Open https://demo.zeyto.app/demo-app/ and sign in with the demo login. This is a public demo with sample data, so nothing you do there affects a real business.
Public demo company, sign in as admin / demoAdmin123. Data refreshes nightly.
- Be on site, visible and logging every issue on go-live day.
- Triage tickets as bug, configuration, training or change request.
- Stability means falling tickets, no severe defects, a closed month-end and tested backups.
Check yourself
4 questions on this lesson. Not timed, not the exam, and you can try again. Score 60% or more, and read the lesson, to complete it.