Support and Post Go‑Live in Power Platform Methodologies

The meaning of the post go‑live phase

The support and post go‑live phase marks the beginning of the productive life of a Microsoft Power Platform solution. After release and final user validation, the main objective is to ensure that the solution operates properly and continues to deliver business value. The methodologies applied during this stage focus on stability, efficiency, and operational continuity through structured support and maintenance processes.

According to best practices defined by Microsoft and adopted in enterprise projects such as those of Contoso Inc., the operational phase is not limited to “keeping the lights on.” It encompasses strategic activities including support transition, maintenance, multi-level support, and finally the decommission of the solution at the end of its lifecycle.

Support transition: transferring ownership

The support transition is the period immediately following production deployment. During this time, the implementation partner works closely with the client to transfer knowledge and responsibilities to the internal support team. Its duration typically ranges from several weeks to a few months, depending on the complexity of the solution.

• Training internal support staff on operational procedures and Microsoft tools such as the Power Platform Admin Center.
• Operational shadowing between the partner and the client’s support team.
• Documenting maintenance activities and system configurations.
• Planning for a potential long-term support contract with the implementation partner.

At the end of this phase, the client should be able to operate the platform independently, ensuring service continuity and the ability to handle first-level incidents.

Support structure: levels 1‑2‑3

Technical and functional support within Power Platform environments follows a three‑tier model inspired by ITIL practices and adopted by major Microsoft system integrators.

Level 1 (L1): helpdesk and basic support

First‑level support is typically managed by the client’s helpdesk. It handles recurring questions and simple issues such as login errors, user access blocks, or daily usage inquiries. L1 operators should have basic knowledge of Power Apps, Power Automate, and Dataverse, as well as access to the official Microsoft Power Platform portal for reference materials.

Level 2 (L2): functional and technical support

Second‑level support is the first escalation tier for more complex functional or technical problems. The implementation partner often assists in resolving bugs or incidents related to customizations, Power Automate flows, or PCF extensions. In some scenarios, L2 support also involves validating Dataverse configurations or external connectors to Azure or Microsoft 365.

Level 3 (L3): Microsoft support

Third‑level support focuses on product‑related issues or cases involving components managed by Microsoft. It is provided directly by Microsoft or indirectly through the partner who submits official support tickets. This level addresses platform malfunctions, Dataverse service bugs, or issues involving Power BI, Power Pages, and AI Builder.

Maintaining the Power Platform solution

Maintenance of a Power Platform solution in production is a critical responsibility of the client’s IT team. Although the platform is cloud‑native and largely managed by Microsoft, there are still maintenance tasks that remain under the organization’s control.

• Applying Microsoft updates for Dynamics 365 and Power Platform products.
• Performing manual backups before major environment changes.
• Testing new versions in preview environments to ensure compatibility.
• Maintaining any on‑premises components such as gateways or SQL integrations.

Maintenance activities are essential for preventing issues and ensuring that the environment remains secure, performant, and compliant with design standards.

Decommission: closing the lifecycle

Every IT solution reaches its end of life. In Power Platform, decommissioning is the controlled process of retiring the solution and migrating data to a successor system. The main priority is to safeguard and transfer the data stored within Dataverse.

1. Analyzing the data scope to be exported, including active and historical records.
2. Exporting the Dataverse database in a secure format delivered to the client.
3. Preparing migration to the new ERP/CRM or replacement platform.
4. Formally closing the Power Platform environment and deactivating licenses.

Microsoft allows customers to obtain their Dataverse database upon subscription termination, ensuring full control over migration. This approach guarantees transparency and compliance, especially for regulated industries.

Post go‑live process diagram

Roles and responsibilities in support

During the post go‑live phase, several professional roles collaborate to ensure effective system support:

• Project Manager: oversees the transition and ensures complete documentation.
• Solution Architect: monitors architectural consistency and environment performance.
• Support Lead: coordinates first‑ and second‑level support teams.
• System Administrators: keep environments updated and secure.

Collaboration between internal teams and Microsoft partners is key to maintaining service quality and ensuring quick incident response.

Related links

• Power Platform Project Phases
• Power Platform Monitoring and Auditing
• Microsoft Power Platform Admin Center
• Official Dynamics 365 Documentation