Go-Live Hypercare Package

Objective

The Go-Live Hypercare Package supports customers during the critical stabilization phase immediately following the productive go-live of Retarus services.

The service provides dedicated operational guidance and increased operational visibility during the early production phase to ensure a stable, controlled transition into regular operations.

The package is designed to:

• minimize operational risks in the period immediately after go-live

• provide increased operational transparency during the early production phase

• identify and coordinate operational findings at an early stage

• support stabilization and configuration optimization activities

• enable fast, coordinated response between customer and Retarus teams

Typical Customer Scenarios

The package is particularly suitable for customers with:

• new productive rollouts of Retarus services requiring dedicated post-go-live support

• complex routing or integration environments with elevated stabilization requirements

• business-critical communication processes where operational disruption carries significant impact

• increased coordination or security requirements during the early production phase

• international or organizationally complex rollouts involving multiple stakeholders

Scope of Services

Dedicated Operational Guidance The package includes:

• a dedicated named contact from the Retarus Professional Services organization

• centralized coordination of operational topics and findings

• alignment between customer and Retarus stakeholders throughout the hypercare phase

• guidance on operational best practices and configuration recommendations

• proactive identification and prioritization of operational topics

Active Monitoring & Operational Accompaniment The service includes:

• active monitoring of the productive service environment during the hypercare phase

• review and assessment of service behavior and operational irregularities

• proactive coordination on identified operational findings

• recommendations regarding stabilization and operational optimization measures

Hypercare Activities Activities during the hypercare phase may include:

• coordination of operational topics and customer requests

• guidance on configuration adjustments and routing optimization

• review of operational findings and recommendations for resolution

• coordination of stabilization activities

• regular review and alignment sessions with customer stakeholders

Where operational findings require configuration or routing changes, Retarus Professional Services coordinates and documents the change request within this package. Implementation of resulting changes is subject to separate agreement and provided on a time-and-materials basis.

Typical Coverage Areas

The package addresses:

• service behavior and stability monitoring in the early production phase

• routing and configuration irregularities identified post-go-live

• operational process alignment and handling guidance

• coordination between customer IT, business stakeholders, and Retarus

• escalation management for critical operational findings

The exact focus areas depend on the customer environment and findings identified during the hypercare phase.

Deliverables

The package provides:

• dedicated operational guidance throughout the hypercare phase

• active monitoring and assessment of the productive service environment

• coordinated handling and tracking of identified operational findings

• recommendations regarding stabilization and optimization opportunities

• structured alignment sessions with the customer throughout the hypercare period

Hypercare Period

Customer Responsibilities

The customer is responsible for providing:

• relevant technical and organizational contacts for the hypercare phase

• timely feedback on identified operational findings

• participation in regular review and alignment sessions

• required information and access for analysis and coordination activities

Delays in customer-side feedback or participation may impact stabilization activities and operational response times.

Exclusions

The package does not include:

• 24x7 operational or managed services

• guaranteed response or resolution times beyond standard support SLAs

• extensive re-implementation or architecture redesign activities

• customer-specific development

• long-term operational service ownership

• implementation of configuration or routing changes identified during the hypercare phase

Such services require separate engagements.

Outcome

After completion of the hypercare phase, the customer receives:

• structured operational guidance through the early production phase

• increased operational transparency and coordinated handling of findings

• recommendations for stabilization and operational optimization

• a controlled, documented transition into regular operations

Format & Scope