Guides
  1. DDM
  2. Implementation & Onboarding

Hypercare

Overview

Hypercare is a dedicated support and stabilization period immediately following production go-live.

During this phase, the Client and R&T monitor settlement activity, validate reporting outputs, complete post-funding reconciliation activities, and ensure the DDM Program successfully transitions into ongoing operations.

Successful completion of Hypercare confirms operational readiness and supports the transition to Business-as-Usual (BAU) support.

Hypercare Approach

Hypercare begins immediately following successful production funding and continues through the initial stabilization period.

During this phase:

  • Settlement and reporting activities are closely monitored
  • Post-funding validation and reconciliation activities are completed
  • Users receive additional support and training, as needed
  • Production issues are identified and resolved
  • Knowledge transfer activities are completed

Once Hypercare Exit Criteria have been met, support transitions to the standard Business-as-Usual (BAU) support model.

Objectives

  • Monitor funding, settlement, and reporting workflows following go-live
  • Complete reconciliation and post-funding validation activities
  • Confirm integrations, file deliveries, and reports are operating as expected
  • Ensure business users are prepared to support day-to-day operations
  • Identify and resolve post-production issues
  • Prepare for transition to Business-as-Usual (BAU) support

Duration & Milestones

Hypercare generally lasts four (4) weeks following production go-live or until the Exit Criteria have been met.

Typical milestones include:

  • Completion of at least one full month-end processing cycle
  • Successful funding, settlement, and reconciliation activities without material exceptions
  • Validation of critical operational and client-facing reports
  • Completion of operational knowledge transfer activities

Key Activities

Monitoring & Validation

During Hypercare, settlement activity, file processing, reporting outputs, and reconciliation activities are monitored closely to ensure the DDM Program is operating as expected.

Activities may include:

  • Enhanced monitoring of settlement activity and file processing
  • Report validation
  • Reconciliation validation
  • Month-end settlement review activities

Client Action: Review reports, validate expected balances, and escalate discrepancies for investigation.

Issue Identification & Resolution

During the stabilization period, production issues and operational exceptions are reviewed and addressed.

Activities may include:

  • Review and resolution of client questions
  • Investigation of production issues
  • Resolution of operational exceptions

Client Action: Report issues promptly and provide supporting information needed for investigation.

User Support & Knowledge Transfer

Hypercare provides an opportunity to reinforce operational readiness and ensure business users are comfortable supporting daily program activities.

Activities may include:

  • User support and troubleshooting
  • Refresher training activities
  • Operational knowledge transfer

Client Action: Participate in training activities and confirm operational readiness.

Transition to BAU Support

As Hypercare activities conclude, ownership transitions from implementation-focused support to the standard support model.

Activities may include:

  • Preparation for ongoing operational support
  • Review of open issues and risks
  • Confirmation of support contacts and escalation paths
  • Transition planning with Client Services

Client Action: Review support processes and confirm appropriate contacts are identified for future support needs.

Roles & Responsibilities

Client

  • Monitor production activity and operational workflows
  • Validate reports and reconciliation outputs
  • Participate in training and knowledge transfer activities
  • Escalate issues and operational concerns
  • Confirm readiness to transition to BAU support

R&T Implementation Manager

  • Provide enhanced post-go-live support
  • Monitor production activity and settlement workflows
  • Investigate and resolve operational issues
  • Facilitate training and knowledge transfer
  • Coordinate the transition to BAU support

Exit Criteria

Hypercare may be formally exited when all of the following conditions have been met:

  • One complete month-end cycle has been successfully completed
  • Funding, settlement, reconciliation, and reporting processes are operating successfully in production
  • No Severity 1 (Critical) or Severity 2 (High) production issues remain open
  • No recurring production issues have been identified for five (5) consecutive business days
  • Required reports have been validated by designated business stakeholders
  • Operational support teams have received all required documentation, training, and system access
  • Knowledge transfer activities have been completed and acknowledged by the Client
  • Open risks and known issues have been reviewed and accepted by the Client

Successful completion of these activities confirms the program has stabilized and is ready to transition to Business-as-Usual support.

Post-Hypercare Support

Upon completion of Hypercare, all support requests, questions, incidents, and enhancement requests transition to the standard Business-as-Usual (BAU) support model.

Support Request Process

All post-Hypercare support requests should be initiated through Client Services.

Support requests should include:

  • Client name
  • Program name
  • Description of the issue or request
  • Relevant reports, file names, screenshots, or supporting documentation
  • Contact information for the requestor

Escalation Process

Client Services will:

  • Acknowledge receipt of the request
  • Coordinate resolution with the appropriate operational, technical, or product support teams
  • Provide status updates throughout the resolution process

Issues requiring additional attention may be escalated through established support management and leadership channels.

Support Ownership

Following Hypercare:

  • Client Services serves as the primary point of contact for support inquiries
  • Implementation resources are engaged through the established escalation process when required
  • Enhancement requests and future project work are evaluated through the standard change management process

What's Next

Following successful completion of Hypercare, support transitions to the standard Business-as-Usual (BAU) support model, with Client Services serving as the primary point of contact for ongoing operational support, questions, and enhancement requests.



Updated 3 months ago

Did this page help you?

R&T Deposit Networks, LLC, R&T Deposit Marketplace, LLC, R&T Deposit Solutions, LLC and R&T Deposit Programs, LLC (each d/b/a R&T Deposit Solutions), each a Delaware limited liability company, (together, “R&T”) provide administrative, recordkeeping, and/or other services to banks, credit unions, trust companies, wealth management firms, broker-dealers and other institutions with respect to deposit placement and sweep programs, including the Demand Deposit Marketplace® (DDM®), Certificate of Deposit Marketplace Exchange℠ (CDMX℠) and R&T Insured Deposits℠ (RTID®) programs, as well as other services. An affiliate of R&T, Stable Custody Group II LLC (“Stable”), acts as agent of participating sending institutions under the DDM and CDMX programs. R&T and Stable, together, “we”, “us” or “our”. All of our services are provided subject to the terms and conditions of the written agreements and/or agency appointments between us and our clients with respect to those services, and we provide no representations or warranties, express or implied, except as expressly set forth in those written agreements and/or appointments. Click here for our legal and other disclosures. We are not an FDIC or NCUA-insured institution. FDIC insurance only covers the failure of an FDIC-insured institution. NCUA insurance only covers the failure of an NCUA-insured institution. Certain conditions must be satisfied for FDIC and NCUA pass-through deposit insurance coverage to apply. Click here for a list of the FDIC and NCUA-insured institutions with which R&T has a direct or indirect business relationship for the placement of deposits under the DDM, CDMX, and RTID programs, and into which a participating institution may place deposits (subject to the terms of those programs and any opt-outs by the participating institution and/or its customers). While the DDM, CDMX, and RTID programs provide access to an expanded level of FDIC or NCUA deposit insurance coverage on funds placed into the programs (subject to program terms and applicable laws, regulations and guidance, including pass-through insurance coverage requirements), the DDM, CDMX and RTID programs, themselves, as well as our other service offerings, are not insured or guaranteed by the FDIC or NCUA, are not deposits, and may lose value. We are not an affiliate of an FDIC or NCUA-insured institution, we are not an office, division, or sub-division of the FDIC or NCUA, and we are not associated with the FDIC or NCUA or office, division, or sub-division thereof. The primary objective of the DDM, CDMX, and RTID programs is to provide customers with convenient access to expanded deposit insurance coverage on their funds (and not for investment enhancements, higher rates of returns or profits). R&T®, Reich & Tang®, Demand Deposit Marketplace®, DDM®, DepositView®, CDMX®, and RTID® are registered marks, and R&T Direct℠ is a pending mark of R&T Deposit Networks, LLC. of R&T Deposit Networks, LLC. IDEA℠, Certificate of Deposit Marketplace Exchange℠, R&T Insured Deposits℠ are unregistered service marks of R&T Deposit Networks, LLC.

© 2026 R&T Deposit Networks, LLC

Privacy Policy Privacy Policy – CA Terms of Use Legal Disclosures Receiving Institution Lists DDM Program Limit Do Not Share My Personal Information Cookies