Post-Launch Success
What training is available?
We can conduct live sessions, async training slides, and/or video shorts on how to do specific actions in the system. We can be flexible with whatever training works best at your organization.
What training is provided for our different stakeholders & managers?
We have training decks, live or recorded sessions as well as a help center with documentation. Training can also be customized (1:1 training, video shorts, custom process docs) to fit the change management needs of your company.
What does Go-Live look like for each user?
Training can be dependent on what works best for your organization. Headcount365 can create: Live Training Sessions, Slides to Review async, or video shorts of how to do specific actions in the system.
How do you support change management and user adoption post-launch? Hypercare?
Hypercare is typically the first 3 weeks post live to ensure you can work through any issues. Change management is tailored to your organization and can include communications, live or recorded trainings, video shorts, and resource documents.
When does implementation stop and support start?
Implementation is from Kick-off through go-live. You then have an account manager post go-live with 3 weeks of hyper care. Once hyper care is complete, your dedicated account manager will schedule regular meetings with you for consulting and support.
What is available to customers for post implementation support?
- Regular recurring syncs (biweekly or monthly).
- In-App Help Center (self service).
- In-App chat (responses usually within minutes).
- Slack Channel or specific email.
- Tailored Training (Live, Slides, Video Shorts).
Describe your support model (coverage hours, tiers, escalation process).
Our team is available 6am - 6pm PST via In-App Chat, Email, or Slack Channel. An assigned CSM is available with minimum spend.
Do you provide a dedicated Customer Success Manager (CSM) or support representative?
With a minimum spend, you get a dedicated CSM you can reach out to directly for support in addition to our regular support channels.
What are the SLAs for CSM guided and Full Self Service?
Response times are generally within a few hours, though typical response time is within an hour, sometimes minutes. There will be regular meetings to implement the system where questions can get answered.
What are the SLAs for chat/email/slack?
Response time is within an hour, though usually responses are within minutes.
What are your standard SLAs (response time, resolution targets, uptime)?
We typically respond within a few minutes to an hour, though based on the issue raised, we ask at least 24 hours for a full resolution. If a resolution is longer, we will provide a timeline.
How do we define a 'Successful Implementation' at 30, 60, and 90 days?
- 30 days: Most users feel comfortable and confident using the system.
- 60 days: You are conducting more complex analysis with reporting and data.
- 90 days: Business as usual with the new normal of using HC365, resulting in being more strategic and analytical.
If you have any questions, please reach out to your CSM or email support@headcount365.com.