Customer operations platform
Hypercare gives your teams one place to raise, track, and resolve technology cases — incidents on SLA clocks, build requests to target dates — with a named advisory team on the other side, not a queue.
How it works
Your organisation adds users to Hypercare. Each person activates from a welcome email and sets their own password — their email address is their username.
Report an incident with a severity, or raise a build request with expected outcomes and a target date. Attach screenshots, recordings, and logs as you go.
A named owner is assigned at triage. Acknowledge and restore clocks run against your SLA, and every update lands in the platform, your inbox, and your Slack or Teams channel.
Cases close with a written resolution and root-cause analysis. Rate the handling in one click — scores flow straight to the team that did the work.
What you get
Incidents and build requests in a single queue — raise once with severity or a target date, attach screenshots and recordings, and follow the whole history in one thread.
Acknowledge and restore targets are visible on every case, to you and to us. When a clock slips, escalation is automatic — you never have to chase.
Your cases go to the advisory and support people mapped to your account — an accountable owner on every case, who knows your environment.
Every case becomes a thread in your Slack or Teams channel. Updates post there automatically, and your replies in the thread land back on the case.
New work is tracked through Design, Development, UAT, and Released — against the close date you asked for, with outcomes agreed up front.
Track cases, SLA posture, and invoices in your portal. Branded email updates arrive at every stage, and closure takes one click to rate.
Pricing
Every Hypercare agreement is scoped to your organisation — the platforms in scope, the users who need access, and the service levels you want us held to. Tell us about your technology stack and our commercial team will come back with a tailored proposal within two working days.
Engagements run as support & maintenance, time & materials, or fixed-fee delivery— each backed by a statement of work that writes down the scope, deliverables, service levels, and fees. Nothing is billed that isn't in the SoW.
You see the same acknowledge and restore clocks we do, escalation is automatic when a commitment slips, and monthly service reviews keep the scope honest as your stack evolves — so the agreement you sign is the service you actually get.
FAQ
How do users get access to Hypercare?
Your organisation adds users to the platform; each person receives an activation email, sets their own password, and lands in their workspace. Their email address is their username.
What happens after I raise a case?
Your mapped advisory and support team is notified immediately, an owner is assigned at triage, and you receive updates by email — and in your Slack or Teams channel — at every stage until resolution.
What is the difference between an incident and a build request?
Incidents are break-fix: something is degraded and runs against response and restore SLAs. Build requests are new work — captured with expected outcomes and a target close date, and tracked through Design, Development, UAT, and Released.
Can we reopen a closed case?
Yes — reply on the case within 7 days of closure and the team will reopen it. After that, raise a new case referencing the original case number.
Does Hypercare integrate with our chat tools?
Slack and Microsoft Teams are integrated today: case threads post to your channels, and replies in those threads flow back to the case conversation. Further integrations are scoped per engagement.
Book a demo
Tell us a little about your organisation and the platforms you run. Our advisory team will come back within two working days to set up a 30-minute walkthrough — on your stack, not a canned demo.