Creation of docs and template on github

source/team/operational-processes.html.md.erb

@@ -35,6 +35,54 @@ The whole support team will:
 
 Before ending the day (4PM), an engineer will hand over information about planned work or high-priority incidents to the on-call engineer.
 
+## Out-of-Hours Planned Changes Support
+
+This process ensures that planned maintenance and updates are executed smoothly with appropriate support during out-of-hours periods.
+
+### Requesting Out-of-Hours Support
+
+#### Advance Notice
+
+Teams must provide a minimum of 48 hours notice for any planned changes requiring out-of-hours support.
+
+#### Submission Process
+
+- Submit requests by creating a GitHub issue using the provided template. Use [this link](https://github.com/ministryofjustice/modernisation-platform/issues/new?template=out-of-hours-support-request.yml) to access the template.
+
+- Once complete please notify the team via the [#ask-modernisation-platform](https://mojdt.slack.com/archives/C01A7QK5VM1) Slack channel once the issue is created.
+
+#### Information to Include
+
+- Change Details: A comprehensive description of the planned change.
+- Scheduled Time: Proposed date and time for the change.
+- Impact Assessment: Analysis of potential effects on services and users.
+- Rollback Plan: A clear strategy for reverting changes if necessary.
+
+#### Review Process
+
+The Modernisation Platform team will assess the request, considering factors such as potential risks, resource availability, and alignment with ongoing activities.
+
+#### Confirmation
+
+Upon approval, confirmation will be communicated, including the assigned support personnel and any specific instructions.
+
+### Execution of Planned Change
+
+#### Pre-Change Preparation
+
+- Ensure all relevant stakeholders are informed.
+- Verify that backup and rollback procedures are in place.
+
+#### During Change Implementation
+
+- The assigned support engineer will be available to assist as needed.
+- Maintain open communication via a designated Slack channel for real-time updates.
+
+#### Post-Change
+
+- Confirm the success of the change in the designated Slack channel and monitor for any issues.
+
+
 ## On-Call Support and Processes
 
 Our on-call support is crucial for addressing critical issues outside of regular hours.
@@ -130,4 +178,4 @@ We maintain documentation in all of our GitHub repositories.
 
 The [Modernisation Platform repository](https://github.com/ministryofjustice/modernisation-platform) is the starting point for our documentation.
 
-The [Modernisation Platform User Guide](https://user-guide.modernisation-platform.service.justice.gov.uk)is our front door for users, containing concepts, guides, runbooks, and other helpful information.
+The [Modernisation Platform User Guide](https://user-guide.modernisation-platform.service.justice.gov.uk)is our front door for users, containing concepts, guides, runbooks, and other helpful information.