If your migration engagement ends at cutover and all post-migration issues immediately fall into the standard help desk queue, you may be skipping the Hyper Care structure that makes the first week manageable.

Hyper Care is the defined support window after cutover where the migration team provides first-line help for issues caused by the migration, rather than routing everything through general IT support. That separation matters because migration-related problems often require migration context knowledge that the standard help desk typically does not have.

In the acquisition migration programs I supported, Hyper Care was explicitly agreed and documented with clear scope, duration, and escalation paths. Items in scope included mailbox access problems, Outlook connectivity failures, delegate access issues, and OneDrive sync client failures traced back to the migration. Unrelated tickets like printer issues or VPN failures were intentionally treated as out of scope and handled by normal IT support.

In both programs, Hyper Care lasted one week after cutover. During that period the migration team monitored a dedicated support mailbox, responded the same day to reported problems, and escalated to BitTitan support when the behavior mapped back to active migration job issues.

Before the maintenance window begins, have you defined the scope, duration, and escalation path for your post-cutover Hyper Care period?

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