Hypercare

Hypercare is defined as the first 12 weeks of operation for an ICON school after they transition to ICON.

Hypercare includes:

ICON workshops using real school data including eHR – Payroll workshop for school’s 1st pay run.
Access to the ICON Service desk from the day the school goes live with a focus on resolving issues, where possible, at first call.
‘Pro-active’ monitoring of school requests by ICON consultants so that timely intervention or tailored support for schools in hypercare is provided.
Support for 2nd pay run/ end of month.
Training for school leaders in the use of a School Self-service Dashboard so that they are able to monitor ICON service requests the school has raised with the Service desk when they transition to BAU.
Support with the transition to BAU – Transition to BAU checklist.
Familiarisation with the ICON Support resources.

Hypercare Team

ICON Trainers

Application Training in Outage period.
Workshops using the school’s ‘live’ data.

Service Desk

First point of contact for technical and functional requests from ‘Go Live’.
Assist schools with student data issues related to the Insight Assessment Platform.

ICON eAdmin Consultants

Subject matter experts in eSIS, eFIN, and eHR.
Assist schools in their use of the ICON eAdmin applications and introduce best practice processes.

ICON eLearn Consultants

Subject matter experts in use of ‘eLearn’ modules in eSIS, e.g. attendance, student semester reporting.

ICON Training & Knowledge Manager

Point of contact for school escalation of critical ICON related matters.

Service Desk

For Hypercare support, school staff can contact the service desk any time via email at ictsupport@macs.vic.edu.au or via phone 03 9267 0422 between 8.00am–5.30 pm.