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Hypercare Whitepaperstacked

The document details the hyperCare program, which provides ongoing support for clients using SAP HCM and SuccessFactors. The program offers a dedicated support team and single point of contact for each client to help address issues and ensure they are promptly resolved. It provides various support services, response time guarantees, and pricing information for two participation levels.

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shar.rajeshk
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135 views8 pages

Hypercare Whitepaperstacked

The document details the hyperCare program, which provides ongoing support for clients using SAP HCM and SuccessFactors. The program offers a dedicated support team and single point of contact for each client to help address issues and ensure they are promptly resolved. It provides various support services, response time guarantees, and pricing information for two participation levels.

Uploaded by

shar.rajeshk
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Extending the Reach

of Your HRIS Team


hyperCare Support Services for SAP HCM & SuccessFactors

2014 hyperCision Inc

For More Information: info@hypercision.com

EXECUTIVE SUMMARY

When hyperCision is engaged by our clientele to perform project-based consulting


services, our goal is to deliver the specific SAP and SuccessFactors assistance needed
while helping each client to become more self-sufficient going forward. However,
becoming an SAP and/or SuccessFactors expert is an objective that can take years to
achieve, and it is not always feasible or cost-effective for an organization to internally
develop and maintain all of the functional and technical software expertise required to
meet the demands of the business. Staff availability may be limited, or the organization
may experience turnover in key positions resulting in the loss of important organizational
knowledge. Additionally, understanding the best practices for implementing the latest
functionality and maximizing improvements to an organizations business processes
often requires the assistance of a consulting partner focused on remaining up-to-date
with solution and industry changes and devoted to maintaining their overall expertise.
To help our clientele overcome these challenges, hyperCision has created hyperCare,
an ongoing support program designed to scale to the level of help typically required by
each individual client. hyperCare is delivered by a dedicated support team of SAP and
SuccessFactors consultants averaging 8 years of HR consulting experience, with access
to the entire expert community at hyperCision to ensure that every issue is promptly
resolved by the optimal resource.
This document details the hyperCare program, including the services offered, guaranteed
response time, and pricing information.

White paper | March 2014 | Extending the Reach of Your HRIS Team

How hyperCare Works

hyperCare clients are provided a designated single point of contact for all support requests
called a Client Advocate. The Client Advocate delivers several benefits to hyperCare
clients, including:

Single point of contact for the client

SAP/SuccessFactors solution expertise

Existing knowledge of client landscape and requirements

Access point to all hyperCision resources

Ongoing client champion and project manager for ticket resolution

hyperCare Support Request Process


Clients submit issues via a web support portal to ensure they are logged, tracked, and
responded to in accordance with our service level agreement. A telephone hot-line is also
available for clients to contact the hyperCare team to request help with resolving critical,
time-sensitive issues. This support portal also enables the hyperCare team to quickly
share information about specific issues and work collaboratively to solve challenges.
Upon receiving the support request via the portal, your Client Advocate will respond to the
individual who submitted the ticket, collect more information about the issue, and provide
an initial assessment of the level of effort and time required to resolve the issue. Should
the estimated total effort required to resolve the issue extend beyond the contracted
hours, the hyperCare client will be given the option of authorizing the additional effort or
request that this ticket is held for future resolution as directed by the client.

OVERALL HYPERCARE SUPPORT PROCESS


NO
ticket submitted
to support
portal

designated
support
representative
responds / collects
more Info.

within
the scope of
contracted
support?

YES

ticket is worked
by optimal
resource

client
acceptance?

YES
NO
client provided
w/ estimated
total effort for
approval

2014 hyperCision Inc

client
approval?

For More Information: info@hypercision.com

NO

YES

ticket
closed

Common hyperCare Services Provided

hyperCare provides a contracted level of help and dedicated bandwidth to support each
clients needs. It is not necessary for a client to determine exactly what services will
be required in advance. Instead, a client joining the hyperCare program should consider
how many hours of assistance will typically be needed on a monthly basis. To assist in
making this determination, the following are categories of service commonly provided by
hyperCare:
Assessment Services
When clients are suffering with a sub-optimal deployment of SAP or SuccessFactors
or are ramping up for an upcoming project or applying new functionality from an
upgrade, hyperCare provides an assessment service where specialists create a detailed
understanding of the existing system design, core business processes and documentation
to expedite future issue resolution and create materials for ongoing training purposes.
Spot Help Services
Quite often, the number of requests for configuration changes, enhancements, new reports
and process changes can overwhelm even the best of HRIT professionals. As system
usage continues, these requests can build up and become difficult to define, difficult to
prioritize, and even more difficult to deliver. If left unresolved, these performance issues
and system annoyances result in increased user frustration, inefficient workarounds, and
requests for alternative solutions. hyperCare Spot Help services resolves this challenge by
organizing and grouping these requests into common themes, helping the client prioritize
the requests by finding quick wins and issues with the best business case justification,
and executing against this prioritized list of service requests. As additional requests are
submitted or as client requirements change, the priority level of any requested action is
shifted accordingly.

White paper | March 2014 | Extending the Reach of Your HRIS Team

COMMON HYPERCARE SERVICES PROVIDED

Mini Project/Enhancement Services


Often as a result of Assessment and Spot Help Services, the opportunity to make a
more impactful change or optimization is discovered. These high-potential opportunities
can often be addressed by Mini Projects that are given the same structure as a full
implementation, including a project plan, requirement sign-offs, established milestones
and timelines, the identification of additional client resources needed, etc.

hyperCare QuickCall
In some cases, clients have the personnel to resolve issues and challenges internally, but
these resources need access to an expert for trusted guidance and direction to avoid
spinning their wheels along elongated learning curves. For these purpose, hyperCare
provides a service called QuickCall. In a QuickCall request, the hyperCare Client Advocate
will document the nature of the question or guidance needed, provide the appropriate
pre-meeting information to all participants, and schedule a call with the optimal Quick
Call personnel. All time spent planning and preparing for a QuickCall, having the QuickCall
meeting, and any follow-up documentation or deliverables are charged against the
hyperCare agreement in 15 minute increments.

2014 hyperCision Inc

For More Information: info@hypercision.com

hyperCare Contract Levels

There are 2 participation levels for clients to consider when joining hyperCare: Ad Hoc &
Retainer.
Ad Hoc Support Level
The Ad Hoc Support Level is created for clients with infrequent needs for assistance that
want to have the benefit of a contracted partner able to help them on short notice. In
these cases, a Master Services Agreement (MSA) and blanket Statement of Work (SOW)
are created up front that establish all of the necessary contracts and pricing schedules
so help can be quickly provided when needed. As issues or challenges are encountered,
Ad Hoc hyperCare clients log the issue in the support portal, and the designated Client
Advocate seeks approval from the predefined client contact before the issue is worked.

The Ad Hoc Support Level requires no monthly financial commitment by clients to


participate. Likewise, hyperCare creates no commitment of availability of support
services. This model simply expedites the process of getting help as needed.
Retainer Support Level
The Retainer Support Level provides a guaranteed bandwidth and response time at a
reduced hourly rate on a use it or lose it basis. As issues or challenges are encountered,
Retainer hyperCare clients log the issue in the support portal, and the designated Client
Advocate responds to work the issue within the guaranteed response time period. Should
the total level of support exceed the contracted period, additional hours are worked at an
hourly rate.

Lets Start a Conversation!


Call us at 312.893.5557. Wed love to learn about your specific SAP and SuccessFactors
support challenges! Well craft the best approach to provide the help you need!

White paper | March 2014 | Extending the Reach of Your HRIS Team

hyperCision Inc.
407 N Elmwood Oak Park Il 60302
P 312.893.5557
F 866.231.3047
www.hyperCision.com
Printed in the Unites States of America. This document contains proprietary material and should
not be reproduced, either in total or in part, circulated, or quoted without the express permission of
hyperCision, Inc. hyperCision and the hyperCision logo are trademarks or registered trademarks of
hyperCision, Inc. All other marks are the property of their respective owners.
2014 hyperCision, Inc. All rights reserved.

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