Hypercare keeps extending. When should it end?
Undefined hypercare exit criteriaDefine exit criteria based on stable operation, incident trends, knowledge transfer, and support readiness rather than an arbitrary date alone. Separate unresolved defects from routine support work and assign each to an enduring owner. End enhanced coverage through an explicit decision.
What to do now
- Review incidents and unresolved delivery defects
- Confirm routine support capability
- Agree measurable hypercare exit conditions
- Transfer remaining work and close enhanced coverage
When to escalate
Critical instability remains or ordinary support cannot take responsibility.
The service owner and authorized operational decision maker
Example
Hypercare ends after support demonstrates ownership and critical incidents remain resolved through an agreed observation period.
Mistake to avoid
Keeping the project team indefinitely because exit conditions were never agreed.
Prevent a repeat
Test whether receiving teams can operate and recover the service without depending on informal project-team support.
Suggested ApprovedFlow setup
- Tasks
- Documents
- Approvals
Keep handover tasks, operating evidence and the acceptance decision linked to the project while retaining monitoring and incident control in the actual service tools. See the platform
Related cases
- Business data errors continue after launch. Who should fix them?Undefined operational data ownership
- Operations rejects the handover pack. How do we resolve it?Unagreed handover acceptance criteria
- The project has no agreed closure criteria. How do I close it responsibly?Undefined project completion boundary
- Our acceptance criteria change after delivery. What should we do?Moving acceptance boundary