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Support and monitoring plan

Template id: support-and-monitoring-plan

Responsible skill: ai-operations:ai-support-model. The monitoring section is completed with ai-operations:ai-solution-monitoring, the feedback section with ai-operations:ai-feedback-loop, the continuity section with ai-operations:ai-continuity and the review section with ai-operations:ai-review-calendar.

Complete this plan before a solution goes live and keep it with the solution record. Every fact the organisation must supply is marked [To confirm: ...]. Example rows are fictional. Record roles, not individual names, wherever a role exists; usage and support data in this plan are reported at team or role level only.

1. Solution and ownership

Field	Entry
Solution name and inventory reference	[To confirm]
Route and environment	[To confirm]
Risk tier	[To confirm]
Business owner (role)	[To confirm]
Solution owner (role)	[To confirm]
Knowledge owners (role per source)	[To confirm]
Technical owner and backup (roles; at least two people able to change the solution from tier 2)	[To confirm]
Runbook location	[To confirm]

Field

Entry

Solution name and inventory reference

[To confirm]

Route and environment

[To confirm]

Risk tier

[To confirm]

Business owner (role)

[To confirm]

Solution owner (role)

[To confirm]

Knowledge owners (role per source)

[To confirm]

Technical owner and backup (roles; at least two people able to change the solution from tier 2)

[To confirm]

Runbook location

[To confirm]

2. Support levels and routes

Level	Who	Handles	Contact route
0 Self-help	Users	How-to, known limits, expected refusals	[To confirm: location of guidance]
1 First line	[To confirm: service desk, Champions where agreed]	Access, availability, logging and categorising	[To confirm]
2 Solution	[To confirm: solution owner, knowledge owners, maker]	Wrong answers, outdated knowledge, scope and behaviour	[To confirm]
3 Platform and engineering	[To confirm: platform team, engineers, agreed Microsoft support route]	Connectors, environment, service faults	[To confirm]

Level

Who

Handles

Contact route

0 Self-help

Users

How-to, known limits, expected refusals

[To confirm: location of guidance]

1 First line

[To confirm: service desk, Champions where agreed]

Access, availability, logging and categorising

[To confirm]

2 Solution

[To confirm: solution owner, knowledge owners, maker]

Wrong answers, outdated knowledge, scope and behaviour

[To confirm]

3 Platform and engineering

[To confirm: platform team, engineers, agreed Microsoft support route]

Connectors, environment, service faults

[To confirm]

User-facing support message placed in the solution: [To confirm: wording]

3. Triage categories and response expectations

Category	Routed to	Response expectation by tier
Wrong or unsupported answer	[To confirm]	[To confirm]
Out-of-date answer	[To confirm]	[To confirm]
Should have refused or redirected	[To confirm]	[To confirm]
Action failed or acted wrongly	[To confirm]	[To confirm]
Cannot access solution or knowledge	[To confirm]	[To confirm]
Harmful, offensive or exposing output	Incident route, immediately	Immediate

4. Monitoring

Signal	Threshold	Receiving role	First action	Escalation
Availability and errors	[To confirm]	[To confirm]	[To confirm]	[To confirm]
Failed actions	[To confirm, or not applicable]	[To confirm]	[To confirm]	[To confirm]
Usage by team (minimum group size [To confirm])	[To confirm]	[To confirm]	[To confirm]	[To confirm]
Sampled answer quality against release rubric	[To confirm]	[To confirm]	[To confirm]	Regression evaluation
Safety triggers and harmful output reports	Any	[To confirm]	Incident route	[To confirm]
Negative feedback trend	[To confirm]	[To confirm]	[To confirm]	[To confirm]
Knowledge sources past review date or moved	[To confirm]	[To confirm]	Knowledge refresh	[To confirm]
Consumption against plan	[To confirm]	[To confirm]	[To confirm]	[To confirm]

Signal

Threshold

Receiving role

First action

Escalation

Availability and errors

[To confirm]

Failed actions

[To confirm, or not applicable]

[To confirm]

Usage by team (minimum group size [To confirm])

[To confirm]

Sampled answer quality against release rubric

[To confirm]

Regression evaluation

Safety triggers and harmful output reports

Any

[To confirm]

Incident route

[To confirm]

Negative feedback trend

[To confirm]

Knowledge sources past review date or moved

[To confirm]

Knowledge refresh

[To confirm]

Consumption against plan

[To confirm]

Fictional example row: "Sampled answer quality; correctness below 85% in two consecutive samples; solution owner; re-run regression subset; business owner."

5. Feedback

Item	Entry
Feedback routes (in product, form, service desk, Champions)	[To confirm]
Review rhythm and triage role	[To confirm]
How users hear what changed	[To confirm]
Feedback content access and retention	[To confirm: agreed with security and privacy]

Item

Entry

Feedback routes (in product, form, service desk, Champions)

[To confirm]

Review rhythm and triage role

[To confirm]

How users hear what changed

[To confirm]

Feedback content access and retention

[To confirm: agreed with security and privacy]

6. Incidents and continuity

Item	Entry
How to restrict, disable an action or switch the solution off	[To confirm: steps and who may do it]
Who may suspend the solution when harm is continuing	[To confirm: role]
Impact of a day without the solution	Inconvenience / Material delay / Critical process stops
Fallback route for the work	[To confirm]
Communications templates for suspension and return	[To confirm: location]
External dependencies, notice route and alternative	[To confirm]
Last continuity exercise (tier 3 and 4)	[To confirm]

Item

Entry

How to restrict, disable an action or switch the solution off

[To confirm: steps and who may do it]

Who may suspend the solution when harm is continuing

[To confirm: role]

Impact of a day without the solution

Inconvenience / Material delay / Critical process stops

Fallback route for the work

[To confirm]

Communications templates for suspension and return

[To confirm: location]

External dependencies, notice route and alternative

[To confirm]

Last continuity exercise (tier 3 and 4)

[To confirm]

7. Reviews

Item	Entry
Review frequency for this tier	[To confirm]
Next review date	[To confirm]
Review forum	[To confirm]
Rule for overdue reviews	[To confirm]

Item

Entry

Review frequency for this tier

[To confirm]

Next review date

[To confirm]

Review forum

[To confirm]

Rule for overdue reviews

[To confirm]

8. Handover from build to run

Item	Entry
Handover session date and attendees (roles)	[To confirm]
Joint support period	[To confirm]
Date support formally passed to the solution owner	[To confirm]

Item

Entry

Handover session date and attendees (roles)

[To confirm]

Joint support period

[To confirm]

Date support formally passed to the solution owner

[To confirm]

9. Sign-off

Role	Decision	Date
Business owner	Accepted / Changes required	[To confirm]
Solution owner	Accepted / Changes required	[To confirm]
Service desk or operations lead	Accepted / Changes required	[To confirm]

Role

Decision

Date

Business owner

Accepted / Changes required

[To confirm]

Solution owner

Accepted / Changes required

[To confirm]

Service desk or operations lead

Accepted / Changes required

[To confirm]

Credit: Template from CopilotForge by Simon Foote (https://github.com/SimonFoote-greensparx/CopilotForge), licensed under CC BY 4.0. Keep this credit when you share or adapt the template; in your own completed document you may keep it as a footer or remove it.

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