aftercare support - (IT)

[nazali]

Helps !

I'm trying to write a document up, and for the life of me my brain has been scrambled.

What is the term/phrase or word, for the group, which is dedicated to Day 1 support.

So lets say, you have a project which goes live, and there usually is a dedicated team, who just look at issues on day 1 of the rollout, they also have dedicated people at places in the business (SUPER USERS) who are trained to train the new users coming on.

But to avoid calls going to L1/Tier 1 calls get re-directed to them to deal with directly, this might be just for the day, week or longer

After that it transitions to the helpdesk

I can't remember for the life of me, I just keep coming up with Aftercare, but I swear there may be something else, BTW, google draws a blank

[KevinC]

Per my wife (who is a sr VP in IT with the country’s largest bank): Hypercare

[vreihen16]

Transition team? Handover team? Triage team? Implementation team?

Never had the benefits of one in any IT project I've been involved with over almost 40 years.....

[ezaircon4jc]

From the gummint... Subject matter experts (SMEs)?

[5ive7even]

We refer to it as Hypercare. Typically consists of 2-4 week period following go-live where project team provides direct support before handing over to production support. If 3rd party vendor is involved, we also refer to it as warranty period.

[nazali]

THATS IT !!!!!!!!!!!!!!!!!!!!!!!!!

winner winner chicken dinner

Exactly

DAMN cheers !!!!

Originally Posted by KevinC

Per my wife (who is a sr VP in IT with the country’s largest bank): Hypercare

[nazali]

Yes that was it exactly !!! THANKS AGAIN

Originally Posted by 5ive7even

We refer to it as Hypercare. Typically consists of 2-4 week period following go-live where project team provides direct support before handing over to production support. If 3rd party vendor is involved, we also refer to it as warranty period.

[nazali]

Thanks all I sent my Resume off as it was time sensitive, but I know what to use when it gets to interview time

MANY thanks

my brain had totally died

wierd thing, is that I tried googling and didnt find the word
I guess knowing the exact question is always a good thing first

[nazali]

Oh ok now google wants to work

[nerdogray]

Huh.. I've been in IT for a long time and never heard the term. And my last role was working close with application owners getting them migrated to new infrastructure. Switchovers happened all the time. Guess we didn't care about them once we built it. Support (Wipro) took it from there... God help them and their needful.

[5ive7even]

Originally Posted by nerdogray

...Support (Wipro) took it from there... God help them and their needful.

I see what you did there!

[UncleWede]

Yeah, after 40 years, never heard hypercare. Spell check doesn't seem to like it either.

At go-live, our contractors have always provided on-site implementation team, with the Project manager triage/documenting all issues.