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Checklist for transitioning to support

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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