Are your post-migration support commitments defined in writing before cutover, or are they informal handoffs to the help desk?

At a prior engagement; post-migration support ran under a formal Hyper Care agreement with defined 1st level support obligations. I was part of a 5 person Hyper Care team supporting over 500 clients across 3 migration engagements. Both contexts had the same structure: defined scope, defined escalation path, defined duration.

What that formality produces operationally: every issue reported in the Hyper Care window gets logged, triaged by workload, and resolved against a documented timeline; not routed to a generic queue where it competes with unrelated tickets.

The issues that come in during Hyper Care are almost always predictable based on what workloads were migrated. Mailbox delegation issues, OneDrive sync failures after UPN changes, SharePoint permission inheritance errors. You can pre-build your triage decision tree before cutover if you’ve done enough of these.

What does your Hyper Care SLA actually commit to in writing?

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