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ERP Hypercare Issue Log Worksheet

In the weeks after go-live, issues arrive faster than the project team can remember them. A single log with severity, owner and SLA gives everyone one list to work from and tells the steering committee when stabilisation is real.

Download:

Issue ID	Date logged	Module	Description	Severity	Owner	Status	Hours open (hrs)	SLA target (hrs)	SLA breached (1 = yes)
									1
									0
									1
									0
									0

SLA breaches

Average hours open

14 hrs

Issues logged

SLA breach rate

40%

Average hours open

14 hrs

Update Hours open daily for unresolved issues and set the SLA target by severity, for example 4 hours for critical and 24 hours for high. Track the issue count by day: a falling trend of new issues, not zero issues, is a typical hypercare exit signal.

Reduce repeat hypercare tickets

Share a sample of your issue log and we will show which categories a private assistant or scheduled report could remove.

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How to use the log

Log every issue the moment it is raised, whether it came from a phone call, a message or a ticket. Give each issue a module, a severity and a single owner. Update the hours open for unresolved items each day, and set the SLA target by severity. The breach column flags any row where hours open exceed the target. Run a short daily stand-up on critical and high issues and a weekly review of trends. Export to Excel for the steering committee.

Severity and SLA definitions

Agree severity definitions before go-live. A common scheme: severity 1 stops a core business process such as shipping or receiving with no workaround, severity 2 has a major impact with a workaround, severity 3 affects a smaller group or a report, and severity 4 is cosmetic. Targets scale accordingly, such as 4 hours for severity 1 down to a few days for low severity. Keep definitions short so that users and support agree on classification without debate.

Severity 1: core process stopped, no workaround
Severity 2: significant impact, workaround exists
Severity 3: limited users or reports
Severity 4: cosmetic or enhancement request

Reading trends and exiting hypercare

Look at new issues per day, the open backlog by severity and the breach rate. A healthy pattern shows new issues peaking in the first week then falling, severity 1 and 2 reaching zero open, and the first month-end close completing without critical problems. Write the exit criteria before go-live, for example no open severity 1 or 2 issues for ten working days, completed first period close, and support handed to the operations team. Separate genuine defects from training gaps and enhancement requests.

Common mistakes

Mistakes include logging issues in several places, no clear owner per issue, and classifying everything as critical, which hides what is urgent. Another is letting hypercare run without an end date, so the project team never returns to other work. Make sure every closed issue records its root cause, as patterns show where training or configuration needs reinforcing.

Frequently Asked Questions

How long does ERP hypercare last?

Four to eight weeks is common, usually long enough to cover the first month-end close. Complex or multi-site rollouts may need longer. Define exit criteria in advance rather than choosing a fixed duration only.

What is hypercare in an ERP project?

Hypercare is the intensive support period after go-live, when the project team, partner and key users resolve issues quickly and help users adapt. It ends when the system is stable and support moves to normal operations.

What SLAs should we use in hypercare?

A typical scheme is a response within an hour and a workaround or fix within four hours for severity 1, with one working day for severity 2, and a few days for severity 3. Set them with the business and make sure support staff can meet them.

Should the project team or the support team own issues?

During hypercare the project team and partner own most issues alongside the new support team, which learns by shadowing. By the exit date, ownership and the log move fully to the support organisation.

If many hypercare issues are repeated how-to questions or report requests, we can discuss a private assistant that answers from your procedures and queries ERP data in read-only mode to cut ticket volume.

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