Changing support providers, or moving support from an internal team to an external one, is a sensitive moment. This checklist helps make the handover smooth and complete.

Access and ownership

  • Source code repositories transferred or shared
  • Hosting, cloud and server access
  • Database access
  • Domain, DNS and SSL accounts
  • Third-party service accounts and API keys
  • Credentials rotated after the handover where appropriate

Documentation

  • Architecture overview and technology stack
  • Environment details (production, staging, development)
  • Deployment and release process
  • Configuration and environment variables
  • Integration details and contacts

Operational knowledge

  • Known issues and workarounds
  • Recurring tasks and scheduled jobs
  • Backup setup and restore procedure
  • Monitoring and alerting setup
  • Recent incidents and their root causes

Business context

  • Critical business flows and peak periods
  • Key users and stakeholders
  • Open tickets and pending change requests
  • Planned enhancements or roadmap items

Transition plan

  • Overlap period where both teams are available
  • Knowledge-transfer sessions recorded
  • Agreed date when the new team takes full responsibility
  • Communication to users about the new support process

After the handover

  • Stabilisation period with closer monitoring
  • Review of documentation gaps
  • First monthly support report and review meeting

A structured handover protects your business from service gaps and gives the new support team the context it needs to succeed.