Implementation Guide

End-to-end implementation guide for new enterprise CaseForge customers. Covers all milestones, ownership, dependencies, and success criteria from kickoff through hypercare.

Roles and responsibilities

Role	Responsibilities
CaseForge CSM	Overall engagement ownership, stakeholder communication, escalation point
CaseForge Implementation Engineer	Technical configuration, integration setup, environment validation
Customer Project Manager	Internal coordination, scheduling, change management, sign-off on milestones
Customer IT Administrator	SSO configuration, network access, integration endpoints, directory service connection
Customer Workspace Administrator	User provisioning, workflow configuration, report setup

The customer PM is the single point of contact for the CaseForge team throughout the implementation. Designate this person at or before kickoff.

Pre-kickoff requirements

Complete the following before the kickoff call. Gaps in these items delay the implementation by an equivalent number of business days.

• Purchase order confirmed and order processing complete
• Customer PM assigned and contact information provided to CaseForge CSM
• IT administrator identified and available for the SSO and integration sessions
• Network security review initiated (if applicable — required for customers with strict egress filtering)
• CaseForge tenant provisioned (CaseForge IE confirms via email with tenant URL and initial admin credentials)

Phase 1: Kickoff and environment setup (Weeks 1–2)

Kickoff call

Duration: 90 minutes
Participants: CaseForge CSM, IE, customer PM, customer IT lead, executive sponsor (optional)

The kickoff call establishes shared understanding of the implementation scope, timeline, and working model. It covers:

1. Scope confirmation — Review contracted modules, number of users, and integration list.
2. Timeline walkthrough — Walk through this guide's milestone table and agree on target dates.
3. Technical requirements — IE collects SSO provider, directory service type, and network architecture summary.
4. Communication cadence — Agree on the weekly check-in format, escalation path, and ticket tracking system.
5. Success criteria — Define what "done" means for go-live. Default criteria are in the Go-Live Checklist.

Kickoff deliverable: A completed project plan with agreed milestone dates, shared with the customer PM within 24 hours of the call.

Environment setup

Task	Owner	Timeline
Tenant DNS and SSL setup	CaseForge IE	Day 1–2 post-kickoff
Initial admin account creation	CaseForge IE	Day 1
Customer admin account activation	Customer IT admin	Within 24h of receiving invite
IP allowlist configuration (if required)	Customer IT admin	Day 2–3
SMTP relay configuration	CaseForge IE + customer IT	Day 3–5

Phase 2: SSO and integrations (Weeks 3–4)

Single sign-on configuration

CaseForge supports SAML 2.0 and OIDC for SSO. The IE leads the configuration session with the customer IT admin. Typical session length is two hours. See the Integration Checklist for the full step-by-step.

SAML 2.0 attribute mapping

CaseForge attribute	SAML assertion attribute
user.email	email
user.firstName	givenName
user.lastName	surname
user.groups	groups (multi-value)

Core integrations

Integration	Configuration owner	Typical setup time
Active Directory / LDAP (user sync)	Customer IT admin	2–4 hours
Email (SMTP or Microsoft 365 / Google Workspace)	Customer IT admin + IE	1–2 hours
Document storage (SharePoint, S3, or Google Drive)	Customer IT admin + IE	2–3 hours
CRM (Salesforce, HubSpot — optional)	Customer IT admin + IE	3–5 hours
Ticketing (Jira, ServiceNow — optional)	Customer IT admin + IE	2–4 hours

Phase 3: Configuration and data migration (Weeks 3–5)

Workflow configuration

CaseForge workflows are configured by the customer's workspace administrator with IE guidance. The configuration session covers:

1. Case type setup — create case categories matching the customer's process taxonomy
2. Workflow stages — configure stage labels, transition rules, and required fields per stage
3. Role-based access control — assign permissions to CaseForge role groups
4. Custom fields — add customer-specific fields to case forms
5. Notification rules — define which events trigger email notifications and to whom

Allow two hours per workflow for initial configuration, plus testing.

Data migration

If migrating from a legacy system, the IE coordinates data migration during weeks 3–5:

1. Data export — customer IT exports case data in CSV or JSON; IE provides the field mapping template
2. Mapping and transformation — IE maps legacy fields to CaseForge fields; customer PM reviews
3. Test migration — IE loads a 5–10% sample into staging; customer PM reviews for accuracy
4. Full migration — After sign-off, IE runs the full import during a scheduled maintenance window
5. Verification — Customer PM spot-checks migrated records; IE confirms record counts match

Phase 4: Training (Weeks 5–6)

The customer's workspace admin receives four hours of hands-on training with the CaseForge IE. See the Admin Training Guide for the full syllabus.

End-user training is delivered by the customer's admin (not directly by CaseForge). The IE provides a deck, a user quick-start guide, and a sandbox training environment.

UAT pass criteria

• All priority workflows exercise successfully end-to-end by at least two testers
• No P1 (data loss, security) or P2 (blocking functional issue) defects open at close of UAT
• All contracted integrations validated in the production tenant

Phase 5: Go-live (Week 7)

The go-live phase covers final validation, cutover, and initial production monitoring. See the Go-Live Checklist for the step-by-step execution plan.

Phase 6: Hypercare (Weeks 8–12)

Hypercare is a four-week monitored period immediately after go-live. The CaseForge CSM and IE remain on elevated response SLAs:

Priority	Definition	Hypercare response SLA	BAU response SLA
P1	System down or data loss	30 minutes	1 hour
P2	Major feature broken, no workaround	2 hours	4 hours
P3	Minor issue, workaround available	Next business day	3 business days

At the end of hypercare, the CSM conducts an exit review covering: issue log review, pending configuration items, training gaps, and handoff to the BAU support model.