Handover to support

When a project goes live, the delivery team hands day-to-day running to the support team. A good handover means customers are not left waiting when something needs attention.

When

Start planning the handover at least 2 weeks before go-live. The handover meeting takes place before the customer accepts the final deliverable; see Deliverable acceptance.

The checklist

Item Owner
Architecture summary and diagrams Solutions Architect (Isha Patel)
How to deploy and how to roll back Delivery team
Monitoring and alerts: what they mean and who is paged Delivery team
Known issues and workarounds Project manager
Customer contacts and escalation path Project manager
Contract terms that affect support (for example data residency) Account owner
Access: who needs which accounts; see Request access Project manager
Backups and restore expectations; see Backups and restores Delivery team

Hypercare

After go-live the delivery team stays closely involved for 10 working days (hypercare). During this period:

  • The delivery team answers questions from support within 1 business day.
  • Incidents are handled through the normal process: a P1 is acknowledged within 15 minutes and a bridge call is opened; see Report an incident.
  • Review progress in the weekly status report.

Sign-off

Support (led by Bob Kessler) confirms in writing that the handover is complete. The project manager keeps the checklist with the project records.

Owner: Frank Delgado - Last updated: 2026-09-21