# Hypercare Exit Report — Wave 1 (BeNeLux)

**Project:** NWRG-S4-2026
**Wave:** Wave 1 — Netherlands, Belgium, Luxembourg
**Hypercare window:** 12 Jul 2027 (Mon) 06:00 CEST – 26 Jul 2027 (Mon) 06:00 CEST (14 days)
**Author:** Anika Schroeder, Program Director
**Approver:** Pieter Vandermeer, CFO
**Date issued:** 26 Jul 2027

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## Summary

Wave 1 (NL + BE + LU, 87 stores) exited 14-day hypercare on schedule with all four exit-gate KPIs green. Total of 47 hypercare tickets raised; 41 closed during hypercare, 6 transferred to BAU (`Run` stage) backlog. No P0 incidents. Three P1 incidents resolved within SLA. Country sign-off from process owners completed 25 Jul 2027.

Wave 2 (DACH) cutover commences as planned on 23 Sep 2027.

## KPI gate

| KPI | Hypercare exit target | Wave 1 day 14 actual | Status |
|---|---|---|---|
| Close cycle time | < 5 working days | 4.2 working days (Jun close) | ✓ |
| Order-to-cash error rate | < 0.5 % | 0.31 % | ✓ |
| Predictive replenishment auto-approval rate (top 200 SKUs) | > 80 % | 86 % | ✓ |
| Country GL reconciliation variance | 0.00 % | 0.00 % | ✓ |

All four KPIs green for at least 5 consecutive working days inside the 14-day window. Exit gate met under "soft success" criteria; no need to fall back to the 30-day hard limit.

## Incident register

### P1 incidents (3)

1. **12 Jul 09:14 CEST** — Coupa-S/4 supplier-master sync stalled on a Belgian VAT-format edge case. Resolved by hot-patch within 2h. Root cause: NL/BE VAT-id length differs (12 vs. 11 chars); custom validation missed the BE format.
2. **15 Jul 11:30 CEST** — Demantra-S/4 forecast sync produced double-counted entries for 3 Dutch DCs. Resolved within 90 min by re-running idempotency filter. Root cause: forecast key included store ID but not country code; two stores with overlapping IDs in different countries collided.
3. **22 Jul 15:42 CEST** — EU CBAM line-item adoption produced unexpected duplicate billing lines for 17 cross-border transactions. Resolved within 4 h by configuration change. Root cause: BP scope item 4FQ assumed single-country billing entity.

All three P1 root causes documented in the post-mortem record (see Wave 2 cutover plan, § Lessons Learned).

### P2 incidents (11)

Routine: user-permission tweaks, country-specific localisation gaps, end-user training questions surfacing as tickets. Most resolved within 4-hour SLA. Two carried into Wave 2 cutover prep as standing items.

### BAU (P3+) tickets transferred to Run stage

6 minor enhancement requests deferred. List maintained by Mia (COO) in the standard Run-stage backlog.

## Country sign-offs

| Country | Process owner | Date | Notes |
|---|---|---|---|
| NL | Sofie Müller | 25 Jul 2027 | Clean — no qualifications |
| BE | Marek Wojcik | 25 Jul 2027 | Clean |
| LU | Cindy Bakker | 25 Jul 2027 | Clean — LU is the smallest entity (4 stores) |

## Lessons learned for Wave 2 (DACH)

1. **VAT-id format validation should run upstream of Coupa-S/4 sync.** Pre-cutover, generate a per-country VAT-id format inventory and bake it into the supplier-master validation.
2. **Country code in all forecast keys.** Demantra-S/4 sync needs the country code as a mandatory part of the forecast key. Fix is configuration-only; staged for Wave 2 pre-cutover.
3. **Audit observer in the war-room.** Jürgen sat in the war room for the first 72 hours and surfaced two reconciliation questions early; this saved follow-up audit work later. Repeat for Wave 2.
4. **Steering communication cadence.** Daily 09:00 CEST briefs were too long; switching to alternate-day after day 7 worked well. Recommend the same for Wave 2.
5. **Defer CBAM line items.** S/4 standard support for cross-border CBAM billing was not as mature as expected. Wave 2 should keep the existing manual reconciliation step until BP scope item 4FQ matures.

## Approvals

Signed: Anika Schroeder, Program Director — 26 Jul 2027
Signed: Mia Rasmussen, COO — 26 Jul 2027
Signed: Pieter Vandermeer, CFO — 26 Jul 2027
Signed: Jürgen Holtmann, Internal Audit Lead — 26 Jul 2027