- Owner
- Department super-users (12) · Northstar
- Version
- v1.0 · Approved Sep 25, 2026 · First approved version
- Where it lives
- Northstar engagement (Workbench, or client CompassOS if chosen)
Purpose
Resolve the issues people meet in the first weeks after go-live quickly, and separate how-to questions from system defects.
Prerequisites
- Go-live complete
- Hypercare rota and issue log ready
Inputs
- Issues raised by users
- Known-issue list
- Quick reference guides
Steps
- Log each issue with department, workflow and effect on daily work.
- Classify it: how-to question, data issue or system defect.
- Answer how-to questions on the spot and add them to the quick reference.
- Route data issues to the ERP program manager and defects to the integrator with a severity.
- Review open issues in the daily hypercare stand-up.
- Close each issue with the person who raised it.
Safety and quality checks
- Every issue triaged within one working day.
- Severity 1 issues escalated to the program manager within one hour.
- Repeated how-to questions trigger a short refresher.
Output and evidence
- Hypercare issue log with severity, owner and closure date
- Updated quick reference guides
Related roles and RASCI
From the process step “Triage hypercare issues”, the one record the swim-lane map and matrix also read.
| Role | RASCI |
|---|---|
| Alex Morgan · Independent advisor | C |
| ERP program manager · Northstar | A |
| Department super-users (12) · Northstar | R |
| ERP system integrator (vendor) | S |
Actions that use it
- Triage every hypercare issue within one working day · Department super-users (12) · Northstar · due Dec 31, 2026