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Hypercare Issue Tracker and KPI Dashboard

Track post-go-live tickets with severity, SLA and ageing, and monitor daily business KPIs so you know when hypercare can hand over to BAU support.

Free

Free Excel workbook. Track post-go-live tickets with severity, SLA and ageing, and monitor daily business KPIs so you know when hypercare can hand over to BAU support. Download it, add your project details and use it today: no sign-up for software, no paywall.

Run the first weeks after an ERP or Dynamics 365 go-live with clear data. The Issue Log captures every ticket with process area, business impact, severity, support tier, Microsoft case number, target and actual resolution times, and calculates age and SLA status automatically. The Daily KPIs sheet counts new, resolved and open tickets per day straight from the log, next to business volumes such as orders, invoices, shipments and integration failures. The summary shows open critical issues, SLA attainment, resolution times and training demand, giving you objective evidence for the hypercare exit and handover decision.

What's inside

  • Issue Log: Every hypercare ticket from go-live to handover. Severity drives the resolution target.
  • Daily KPIs: One row per day of hypercare. Ticket counts calculate from the Issue Log; enter business volumes daily.
  • Summary: key numbers calculated automatically from your data
  • Drop-down lists, worked example rows and formulas you can rely on

How to use it

  1. Before go-live, agree severity definitions and resolution targets, for example 4 hours for Severity 1 and 1 business day for Severity 2, and the hypercare exit criteria.
  2. Log every ticket on Issue Log, including how-to questions. Set the target resolution time from the severity when you log it.
  3. Route tickets by support tier: super users first, then functional and technical teams. Record Microsoft support case numbers where a product issue is suspected.
  4. Enter the date and the day's business volumes on Daily KPIs each evening. New, resolved and open ticket counts calculate from the Issue Log.
  5. Review the Summary sheet in the daily hypercare stand-up and share it with the steering committee.
  6. Use the Training follow-up and Category columns to plan refresher sessions and job aids for recurring how-to tickets.
  7. Exit hypercare when the agreed criteria hold for several consecutive days, then mark remaining tickets 'Transferred to BAU' with an owner.

Who it's for

Project managers, solution architects, functional consultants and client-side leads who want their ERP program to go live on time and actually deliver value.

Let's connect

I'm Pranshu Shubham, a Microsoft Dynamics 365 F&O Solution Architect and PMP-certified program lead with 8+ years of ERP and AI transformation across the USA, Europe and APAC. I created this resource from real project experience, and I'd love to hear how you use it.