When you first go live, the way you work changes and questions come up. Hypercare is the period straight after go-live when support is at its most intensive, so issues are found and resolved early while your firm settles into Clio Operate.
Your agreed hypercare period
The length of hypercare varies from firm to firm. Where a hypercare period has been agreed for your go-live, it is set out in your service agreement or arranged with your CSM. It defines how long the intensive support runs and what it covers.
If you are not sure whether a hypercare period is in place for your go-live, ask your Customer Success Manager (CSM) before you go live, so the right support is arranged in good time.
What happens in the first days
During hypercare, we stay close to your team. This usually includes:
- Daily check-ins to review how go-live is going and pick up any issues.
- A shared view of open issues, each with an owner and a target for resolution.
- Prompt handling of problems, with the most serious taken first.
Response times for different types of issue are set out in your support contract.
Moving toward business as usual
As your agreed hypercare period comes to an end, support moves to your normal, ongoing model. Before that happens, your CSM will talk the change through with you, confirm any open items have an owner and a plan, and agree how you will work together from then on.
Your day-to-day support continues through the usual channels once hypercare ends.
How to raise issues during hypercare
Raise issues through the support portal, and tell your CSM if something is urgent or affecting your go-live. Include what happened, who is affected, and how it is impacting your work, so we can prioritise it correctly.
For a planned activity that needs extra support, such as a further data load, see Requesting support around your go-live.
What we ask of you during hypercare
Hypercare works best when we stay in close contact. From your side:
- Take part in the daily check-ins.
- Give your team a single point of contact to coordinate with us.
- Tell us about issues early, even small ones.
- Share feedback on how go-live is going, so we can act on it.