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Checklist for transitioning to support

Support scope

Done? Task
Create a reference architecture and detailed procedures for your support team that are easy to follow and repeat.
Assess how the business and IT policies affect the support scope and how the policies change after the Dynamics 365 app is in operation.
Identify the functions, procedures, and business processes that your support team needs to support in the Dynamics 365 app.
Done? Task
Choose a support operating model that suits your needs and define the role of the internal and external support teams.
Write a support organization charter that outlines the tasks, roles, responsibilities, and standards for keeping the system running.
Consider how supporting a cloud and SaaS application affects your support model and whether you need a Dynamics 365 Center of Excellence (CoE).

Support operational considerations

Done? Task
Plan a transition strategy that involves your support team in the solution development and improves their readiness throughout the project, not just at the end.
Check that your support team is ready to operate with the right model, resources, knowledge, and procedures during UAT.
Have a clear strategy to manage the critical period after going live (hypercare) with specific criteria for starting and ending it.
Define how to keep your solution up to date and evolving with new features and capabilities.
Set up a support and servicing calendar for regular and periodic maintenance activities.
Identify the normal hours of operation across different locations, and any special service windows or requirements for different languages, time zones, seasons, or events.
Establish formal escalation procedures with clear criteria, SLAs, and different tiers of support, including internal and external support.
Choose the tools that your support organization needs.
Identify the policies for accessing data and environments by internal or external support teams.

Next steps