Go-live runbook

Week by week, for any customer going live. The plan for one customer lives in Emargen (Go-live plan template), with its date on the Go-lives board; this page is the checklist behind it. Emargen's Customer go-live flow and the Go-live checklist skill follow the same steps.

Roles

Role	Usually	Does
Implementation manager	Clara	Owns the plan and the date
CSM	Ana, Ben	Owns the customer after go-live
Sales engineer	Tom	Technical questions, sign-in setup
Support	Ines's team	Tickets during hypercare
On-call engineer	The rota	Weekends and anything urgent

Six weeks before

• [ ] Go-live date agreed and written into the plan.
• [ ] Region checked against the contract.
• [ ] Depots created or imported.
• [ ] Sign-in decided per group of people (password, phone codes, single sign-on).

Four weeks before

• [ ] People imported (dry run first).
• [ ] Approvers set for each depot. Who covers while a manager is away agreed.
• [ ] Single sign-on weekends booked, if any (checklist).
• [ ] The change calendar has the weekends; engineering knows.

Two weeks before

• [ ] Administrator training.
• [ ] Customer's mail filters let our notices through.
• [ ] Support briefed: customer label, contacts, what's special.

Last week

• [ ] Depot manager training.
• [ ] Go/no-go two working days before: criteria written down beforehand.
• [ ] Hypercare calls booked.

Go-live day

• [ ] Bridge open for the first shift.
• [ ] Count requests and sign-ins by midday; call the customer with the numbers.

Two weeks after

• [ ] Daily call, 15 minutes.
• [ ] Open tickets reviewed each morning.
• [ ] Handover to the CSM; account page up to date.
• [ ] What went wrong written on the customer's page, and here if it applies to everyone.

Learned the hard way

• Never switch an untested depot (Brakeline, March 2026).
• Re-home people before they start asking for access (Vossberg, September 2026).
• Agree cover for depot managers on leave before go-live; requests close after 14 days (Kelderby, October 2026).