Catalogue › Support Operations

Support Operations

Use it in Copilot Cowork: download the Support Operations plugin for Copilot Cowork and upload it in Cowork under Customize > Plugins > Upload plugin. How to install.

Going live and staying live: cutover planning, hypercare, the support model, incident management and continuous improvement.

Layer Delivery

Lead role modelled Service Owner and Support Lead

Subject lead Robert Peledie

Agent charter .claude/agents/support-operations.md

Install

Claude Code:

/plugin marketplace add SimonFoote-greensparx/d365forge
/plugin install support-operations@d365forge

ChatGPT and Codex: add this repository as a plugin marketplace, or copy this folder into .agents/skills/ in your project.

Skills

Skill What it covers Status

support-operations:continuous-improvement Runs the post-go-live improvement cycle for Dynamics 365 CE with one prioritised backlog, a release cadence aligned to Microsoft release waves, adoption feedback loops and value reporting to the sponsor. Use when setting up the backlog after hypercare, agreeing a release rhythm, or deciding what to improve next. reviewed

support-operations:cutover-plan Plans the move from legacy systems to live Dynamics 365 CE as a timed, owned runbook with rehearsals, data freeze rules, decision checkpoints and rollback triggers. Use when building or rehearsing a cutover runbook, agreeing a data freeze, sequencing final migration and integration switch-on, or deciding the point of no return. reviewed

support-operations:hypercare Runs the hypercare period after a Dynamics 365 CE go-live, setting scope, planned duration, staffing, daily triage, fix cadence and exit criteria for handing over to business-as-usual support. Use when planning hypercare, running triage in the first weeks after go-live, or deciding whether to extend or exit hypercare. reviewed

support-operations:incident-management Defines how Dynamics 365 CE incidents are classified, escalated, communicated and closed, including severity definitions, major incident handling, escalation to Microsoft and post-incident review. Use when writing severity definitions, handling a live outage or serious defect, or setting up post-incident and problem reviews. reviewed

support-operations:support-model Designs the business-as-usual support model for Dynamics 365 CE, covering support tiers, partner versus internal responsibilities, Microsoft support cases, the service owner role and support access to production. Use when deciding who supports the system after go-live, scoping a partner support contract, or defining routes to Microsoft. reviewed

Skill	What it covers	Status
`support-operations:continuous-improvement`	Runs the post-go-live improvement cycle for Dynamics 365 CE with one prioritised backlog, a release cadence aligned to Microsoft release waves, adoption feedback loops and value reporting to the sponsor. Use when setting up the backlog after hypercare, agreeing a release rhythm, or deciding what to improve next.	reviewed
`support-operations:cutover-plan`	Plans the move from legacy systems to live Dynamics 365 CE as a timed, owned runbook with rehearsals, data freeze rules, decision checkpoints and rollback triggers. Use when building or rehearsing a cutover runbook, agreeing a data freeze, sequencing final migration and integration switch-on, or deciding the point of no return.	reviewed
`support-operations:hypercare`	Runs the hypercare period after a Dynamics 365 CE go-live, setting scope, planned duration, staffing, daily triage, fix cadence and exit criteria for handing over to business-as-usual support. Use when planning hypercare, running triage in the first weeks after go-live, or deciding whether to extend or exit hypercare.	reviewed
`support-operations:incident-management`	Defines how Dynamics 365 CE incidents are classified, escalated, communicated and closed, including severity definitions, major incident handling, escalation to Microsoft and post-incident review. Use when writing severity definitions, handling a live outage or serious defect, or setting up post-incident and problem reviews.	reviewed
`support-operations:support-model`	Designs the business-as-usual support model for Dynamics 365 CE, covering support tiers, partner versus internal responsibilities, Microsoft support cases, the service owner role and support access to production. Use when deciding who supports the system after go-live, scoping a partner support contract, or defining routes to Microsoft.	reviewed

Credit and licence

Created by Simon Foote and Robert Peledie as part of D365Forge. The skills are licensed under CC BY 4.0: use them freely, including commercially, and credit Simon Foote and Robert Peledie when you share or adapt them. NOTICE.md gives the wording.