Hypercare

The period of the first 12 weeks after transition to the ICON system.

Hypercare includes:

• ICON workshops using real school data including eHR – Payroll workshop for school’s 1^st 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 2^nd 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