Client Acceptance (UAT) & Go-Live Guideline
Department
Table of Contents
| Section | |
|---|---|
| 1 | Purpose |
| 2 | Scope |
| 3 | Definitions |
| 4 | Operating Model (Sprint + Asana + Visibility) |
| 5 | Roles & Responsibilities |
| 6 | Step-by-Step Process |
| 7 | Go-Live Checklist (PM Use) |
Purpose
This guideline defines how Kiluth runs client acceptance (UAT) and go-live as a concrete checklist + handoff flow (what to link, who signs off, and what “ready” means).
| Outcome |
|---|
| Acceptance and go-live decisions are explicit, risks are surfaced early, and the client sign-off proof is easy to find. |
Scope
This guideline covers the workflow from “release candidate is ready” through:
| Included | |
|---|---|
| 1 | UAT planning and execution |
| 2 | Acceptance sign-off (including proof + linking) |
| 3 | Go/no-go decision and go-live execution |
| 4 | Immediate post go-live verification and hypercare handoff |
| 5 | Project closure trigger (acceptance + go-live complete) |
This guideline does not define detailed deployment tooling or incident response operations. Those live in Technology-owned documents when needed.
For environment definitions and the Technology execution playbook, see Go-Live & Incident Response Guideline.
Definitions
| Term | Definition |
|---|---|
| UAT (User Acceptance Testing) | Client-side validation that the delivered scope meets agreed acceptance criteria |
| Acceptance criteria | Conditions used to decide whether a deliverable is acceptable (often defined in the signed brief / SOW) |
| Acceptance sign-off proof | Evidence the client accepted (email confirmation or signed document; signed document required for contract-related decisions) |
| Release candidate (RC) | A build/version intended for acceptance and go-live pending validation |
| Go-live | The controlled release of the product/change into the client’s real operating environment |
| Hypercare | A short period after go-live where the team prioritizes stabilization and rapid response |
Operating Model (Sprint + Asana + Visibility)
| Operating Model | |
|---|---|
| 1 | Asana is the system of record for work tracking, approvals, and handoffs. |
| 2 | Use checkpoints and decision points: don’t move forward until the previous step is “done”, and branches are explicit. |
| 3 | Handoff order: upstream defines handoff artifacts/exit criteria; downstream defines execution after handoff. |
Roles & Responsibilities
| Role | Responsibility |
|---|---|
| Project Manager (PM) | Owns the UAT/go-live plan, coordinates execution, keeps risks visible, ensures checklists are completed |
| Account Executive (AE) | Owns client coordination for acceptance, sign-off collection, and upkeep of the “latest meeting minutes” sign-off proof link |
| Technology (implementation owner) | Prepares RC, supports go-live execution, provides rollback plan, confirms technical verification |
| QA (if assigned) | Confirms QA readiness and supports defect triage during UAT/hypercare |
| Business Executive | Involved when go-live risk, timeline, or contractual/commercial commitments need escalation |
Step-by-Step Process
| Step | |
|---|---|
| 1 | Prepare release candidate (RC) and confirm the scope being presented for acceptance is clear and linkable in Asana |
| 2 | Plan UAT: create the UAT plan task, link acceptance criteria, set UAT window, and name who from the client signs off |
| 3 | Run UAT: track issues as Asana tasks linked to the UAT plan (triage → fix → re-test) |
| 4 | Collect acceptance sign-off proof: AE links proof (Sign-off proof: [Link]) and keeps the “latest meeting minutes” proof link up to date |
| 5 | Go/no-go decision point: record “Go / No-go” + notes in the go-live task |
| 6 | Execute go-live: Technology executes; PM coordinates; verification + rollback steps are listed in the task |
| 7 | Stabilization window (hypercare) (only when needed): define window + owners; track issues; record exit |
| 8 | Project closure & handover (when go-live is verified and acceptance is complete) — see Project Closure & Handover Guideline |
Decision point: go/no-go
| Outcome | Action |
|---|---|
| Go | Proceed to go-live execution. Keep verification/rollback steps visible in Asana. |
| No-go | Pause go-live, document blockers, align revised plan (timeline + responsibilities), and reschedule. |
Asana Card Template: Plan UAT
| Asana Card Template | |
|---|---|
| Title | Plan UAT for [Client Name] – [Project Title] |
| Assignee | Project Manager |
| Description | Please plan UAT for this project: References • Project card: [Link] • Signed brief / SOW: [Link] • Acceptance criteria reference: [Link/section] UAT plan • What will be tested (high-level): [List] • Who from client signs off: [Name/role] • UAT window: [Dates] • How issues will be tracked: Asana tasks linked to this card Checkpoint Proceed when UAT scope and sign-off method are agreed and recorded. |
Asana Card Template: Collect acceptance sign-off
| Asana Card Template | |
|---|---|
| Title | Collect acceptance sign-off for [Client Name] – [Project Title] |
| Assignee | Account Executive (AE) |
| Description | Please collect client acceptance sign-off for the agreed scope: References • Project card: [Link] • RC/version reference: [Link] • UAT results summary: [Link] Acceptance sign-off • Sign-off proof: [Link] (stored/linked by AE) • Optional quote (1 line): [Quote] Note: if the acceptance decision affects contract-related decisions, use a signed document. |
Asana Card Template: Go/no-go + execute go-live
| Asana Card Template | |
|---|---|
| Title | Go/no-go + Go-live execution for [Client Name] – [Project Title] |
| Assignee | Project Manager |
| Description | Please coordinate the go/no-go decision and go-live execution: Preconditions • Acceptance sign-off proof link exists: [Link] • Rollback plan exists (high-level): [Link/notes] • Verification plan exists: [List/link] Decision (write explicitly) • Decision: Go / No-go • Decision notes: [Short] Execution • Go-live date/time: [Datetime] • Technology owner: [Name] • Verification steps: [List] Proceed only when the decision is written in this task. |
Go-Live Checklist (PM Use)
Preconditions (before UAT)
| Checklist | |
|---|---|
| 1 | ☐ RC/version reference is clear and linked |
| 2 | ☐ Signed brief / SOW is linked |
| 3 | ☐ Acceptance criteria reference is linked |
UAT
| Checklist | |
|---|---|
| 1 | ☐ UAT plan agreed (scope, window, who signs off) |
| 2 | ☐ UAT issues tracked in Asana and linked |
| 3 | ☐ UAT results summarized |
Acceptance sign-off
| Checklist | |
|---|---|
| 1 | ☐ Sign-off proof: [Link] (AE owns upkeep of the latest proof link) |
| 2 | ☐ If contract-related: signed document is used |
Go/no-go + go-live
| Checklist | |
|---|---|
| 1 | ☐ Go/no-go decision recorded |
| 2 | ☐ Rollback plan exists (high-level) |
| 3 | ☐ Verification plan exists |
| 4 | ☐ Go-live executed and verified |
Hypercare + closure trigger
| Checklist | |
|---|---|
| 1 | ☐ Hypercare window defined and completed (or transitioned) |
| 2 | ☐ Closure trigger met: acceptance sign-off is complete + go-live verified |