Go-Live Checklist

The execution plan for go-live day. Work through every item in order. Do not proceed to the next item until the current one is confirmed complete. The CSM and customer PM both sign off at the end.

Prerequisites

The following must be true before starting this checklist:

• Milestone 4 (Training and UAT) is signed off
• Go-live date and change window are confirmed in the project tracker
• Customer IT admin is available for the full go-live day (or at least the three-hour window)
• CaseForge IE is available for the full change window
• Rollback plan is documented and both parties know how to execute it (see Rollback procedure)
• Customer has notified end users of the go-live date and any service interruption window

Section 1: Pre-cutover validation (T-2 hours)

Complete this section at least two hours before the cutover window begins.

1.1 Environment health

• CaseForge production tenant is accessible: https://[tenant].caseforge.io
• All integrations show healthy status in Admin Console → Integrations
• Email delivery test passes: Admin Console → Settings → Email → Test delivery
• At least two admin accounts can log in successfully

1.2 Configuration verification

• All production workflows are in Published state (not Draft)
• User roles and group assignments match the approved configuration from Phase 3
• Notification rules are enabled for all contracted notification events
• Data migration records are confirmed as complete (if applicable)
• Document storage integration verified: upload a test attachment and confirm it appears correctly

1.3 User access verification

Select five users (including at least one Supervisor and one Agent) and confirm each can log in, see the correct case types, and cannot see cases outside their role.

User	Role	Login confirmed	Access confirmed

1.4 Communication readiness

• Go-live announcement drafted and ready to send to end users
• Support contact information for users documented
• Hypercare escalation path confirmed with CaseForge CSM

Section 2: Legacy system freeze (T-0)

If migrating from a legacy system, complete this section at the start of the cutover window.

• Legacy system set to read-only mode or taken offline per the agreed procedure
• Customer PM confirms no new cases can be created in the legacy system
• Any cases created after the last data migration extraction are documented for manual entry

Section 3: Go-live activation

• CaseForge IE changes tenant status from staging to production (confirm "Production" badge in Admin Console → Settings)
• IE confirms all scheduled jobs are running (sync jobs, report schedules)
• Customer admin logs in and confirms dashboard is loading correctly
• Customer admin creates the first production case — record: Case type: _______ / Case ID: _______ / Created at: _______
• Customer admin confirms the case appears in the correct queue/group

Section 4: Integration smoke tests

Confirm each active integration is pointing to the production tenant, not staging.

SSO

• At least three different users log in via SSO successfully
• A user not in the allowed IdP group is denied access

Directory sync (if applicable)

• Trigger a manual sync: Admin Console → Integrations → [Directory] → Sync now
• Sync completes without errors
• New test user added to IdP group appears in CaseForge within the sync interval

Email notifications

• Assign a test case to a user
• Assignee receives the notification email within two minutes
• Email comes from the correct sender address (not a staging domain)

Document storage (if applicable)

• Upload an attachment to the test case created in Section 3
• Stored in the production storage location (not staging)
• Attachment is retrievable

CRM integration (if applicable)

• Open the test case and confirm the linked CRM contact panel is loading
• Data is from production CRM (not test/sandbox)

Ticketing integration (if applicable)

• Create a ticket from the test case
• Ticket appears in the production Jira/ServiceNow instance (not test project)

Section 5: Post-activation checks

System stability (T+30 minutes)

• No error alerts in Admin Console → Settings → System health
• End-user login success rate is normal (no spike in failed logins)
• Integration sync jobs have completed at least one cycle without errors
• Customer admin confirms no user-reported issues in the first 30 minutes

Go-live confirmation communication

• CaseForge CSM sends go-live confirmation to the customer executive sponsor
• Customer PM sends go-live announcement to end users (if not already sent)
• CaseForge IE sends hypercare start notification to the CSM

Section 6: Go-live sign-off

Sign off only after all items in Sections 1–5 are confirmed complete.

Outstanding item (if any)	Owner	Resolution date

Rollback procedure

If a critical issue cannot be resolved within the change window:

1. Customer PM and CaseForge CSM must agree to rollback — do not rollback unilaterally
2. CaseForge IE reverts the tenant from production to staging mode
3. Customer IT admin re-enables the legacy system (if it was taken offline)
4. Customer PM notifies end users of the delay
5. CaseForge CSM updates the project tracker with the rollback reason and a revised go-live date
6. CaseForge IE performs a root cause analysis before rescheduling go-live

Issues that warrant rollback:

• Data loss or data corruption discovered in production
• Security misconfiguration that exposes data to unauthorized users
• Integration failure that blocks all case creation or processing (not just one edge case)

After this checklist

1. File the signed checklist in the project documentation (shared folder or project tracker)
2. Begin the hypercare period per the Implementation Guide — Phase 6
3. Schedule the Week 1 hypercare check-in
4. Transfer ongoing configuration support to the customer admin (CaseForge IE steps back from daily involvement)