Hypercare is Brocent's intensive, short-term IT support engagement designed for ERP go-lives, major technology rollouts, new office openings, and high-stakes business events. Experienced Brocent engineers are physically embedded at your site during the critical window — providing same-floor incident resolution, enhanced monitoring, and a dedicated escalation line so that nothing falls through the cracks.
為什麼選擇博迅
- Same-floor engineer presence during go-live
- 24/7 senior engineer escalation line
- Daily status briefings to project sponsors
- No-surprise handover to BAU support
- Covers ERP, M365, office openings, cloud migrations
服務內容
On-Site Engineer Embedding
Brocent engineers work shoulder-to-shoulder with your users during the go-live window — resolving issues on the floor, in real time, before they escalate into incidents that delay your launch.
Elevated Monitoring Thresholds
Monitoring alert thresholds are tightened for the hypercare period: faster polling intervals, lower CPU/memory baselines, and immediate paging for any anomaly — not just critical ones.
24/7 Dedicated Escalation Line
A direct phone line and chat channel connecting your operations team to Brocent senior engineers and management — no queue, no IVR, no waiting during your most critical window.
Issue War Room
Brocent establishes a virtual or on-site war room during go-live, with all relevant engineers and client stakeholders in a single communication channel for real-time coordination and decision making.
Hypercare Metrics & Daily Briefings
Daily hypercare briefing reports covering incidents raised, resolved, and in-progress — giving project sponsors and IT leadership a real-time status of the go-live health.
Structured BAU Transition
Hypercare ends with a formal handover: full incident log, lessons-learned document, known-issues register, and confirmation that BAU monitoring and escalation paths are live and tested.
服務流程
Scope & Briefing
Define the hypercare window, system scope, user count, and risk areas. Brocent engineers are briefed on your environment and go-live plan before arrival.
Engineer Deployment
Brocent engineers arrive on-site (or connect to virtual channels) ahead of go-live. Monitoring is elevated and escalation paths are confirmed.
Active Hypercare
Engineers are present and on-call throughout the hypercare window. Incidents are resolved on the floor; daily briefings are issued to stakeholders.
BAU Transition
Hypercare concludes with a structured handover — incident log, open issues, lessons learned, and BAU escalation confirmation.