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M3 Framework Introduction M3 Framework Overview M3 Phase 0 - Assessment M3 Phase 1 - Readiness M3 Phase 2 - Selection M3 Phase 3 - Engagement M3 Phase 4 - Migration M3 Phase 5 - Operations M3 Resources
M3 Playbook > Phase 4: Migration
4.19 Finalize Service Level Agreements
4.18 Develop and Execute Cutover Plan for Go-Live
4.20 Design Target State Processes
Image Map Phase 0: Assessment Phase 1: Readiness Phase 2: Selection Phase 3: Engagement Phase 4: Migration Phase 5: Operations
Objective: Finalize the agreement on the level of service from the provider during Operations and Maintenance (O&M).

Phase 4 GuidanceLegend - Customer, Provider, Shared
Activities
1. Finalize O&M roles and responsibilities between the customer and provider (S)
2. Validate and agree upon Service Level Agreements (SLAs) as an input to O&M Interagency Agreements (IAA)/Contract (S)
3. Update/validate SLAs (as applicable) to ensure process steps are met that allow customers to meet agreed upon SLAs with provider (S)
4. Confirm there is adequate O&M support from provider for stabilization period written into SLA (S)

Inputs
• SLAs

Outputs
• O&M SLAs
Stakeholders
• Executive Sponsor (C, P)
• Business Owner (C, P)
• Program Manager (C, P)
• PMO Lead (C, P)
• PMO Team (C, P)
• Functional Lead (C, P)
• Technical Lead/Solution Architect (C, P)
• Technical SME (C, P)
• Functional SME (C, P)

Best Practice
• Establish SLAs with proper monitoring where both customer and provider responsibilities are clearly defined
• Given a potential dip in services immediately after Go-Live, customers should consider adding support/funding for stabilization (i.e. on-site support, Program Management Office (PMO) support, additional training)