What is hypercare and what can I expect?

What is hypercare and what can I expect?

After you first launch with Mindmatrix, if you have any customization a hypercare period is applied to your partner portal for the first 14 days, depending upon the complexity of your setup.

Here is what that hypercare period includes:

  1. Additional monitoring of support tickets you submit for any issues you experience at support@mindmatrix.net
  2. Opportunities to meet with your Strategic Consultant on the phone outside of the monthly scheduled call to support any questions or concerns you may have about operating your partner or sales portal
  3. Gradual transition to the support process - we start to encourage you to submit tickets, so our support team can work with you to address concerns with your account. This improves our ability to support you ongoing post-launch

Here's what the hypercare period does not include:

  1. Daily or weekly project touchpoint meetings
    1. Since the immediate requirements for launch are met, these meetings are no longer held with your project manager, who is now reassigned to work with other clients.
  1. Daily updates by email on any outstanding tasks directly related to your partner portal launch with assigned project resources
    1. Most tasks are no longer possible or necessary under a daily update schedule, so may move to a weekly, biweekly, or monthly cadence (depending upon your project requirements)

Why does this change occur?


Once your partner portal is live, any additional enhancements or updates are released on a production environment. In order to protect and ensure the stability of your partner portal, these releases happen on a cycle that tends to be a minimum time period between 30 to 45 days (based on requirements).

This means that there are no progress updates to share on a shorter, daily or weekly time period.

Once the hypercare period ends, how am I supported?


In order to support you after hypercare, here is how additional updates or support are handled. You will have access to:
  1. Monthly meetings with your strategic consultant to review your partner portal and review operations concerns or questions
  2. Unlimited support at support@mindmatrix.net 
  3. Additional software training opportunities that can be scheduled via support@mindmatrix.net
  4. A partner portal administration guide with finalized configuration of your partner portal post launch