Handoff to support

It is crucial to have a meeting with the customer to transition them out of the Hypercare phase, as it ensures their satisfaction with the system and their ability to use it effectively going forward. This meeting is an opportunity for the customer to review the system’s performance during the Hypercare warranty phase and raise any final concerns or issues.

During the transition meeting, the Delivery Team should collaborate with Customer Success to provide the customer with all the necessary information and discuss any potential retainer agreements or feature enhancements for future work. A successful transition meeting can give the customer confidence that they have the tools and support needed to continue using the system effectively beyond the Hypercare phase.

RETAINER AGREEMENTS

One option that the development team can present during the transition meeting is a retainer agreement. A retainer agreement is a contract between the development team and the customer that provides ongoing maintenance and support for the system. This can include regular updates, bug fixes, and support services. Retainer agreements can provide the customer with peace of mind that they have access to ongoing support and that their system will continue to function correctly.

FEATURE ENHANCEMENTS

Another option that the development team can present during the transition meeting is feature enhancements for a subsequent phase of work. This involves identifying areas where the system could be improved or expanded to meet the customer's changing needs. Feature enhancements can be provided as part of Fixed-Bid or T&M contracts. By presenting feature enhancements, the development team can demonstrate their commitment to the customer's ongoing success.