The project goes live next week, but there is no support model. Can we proceed?
Incomplete service transitionDefine who will handle incidents, user questions, access requests, and technical changes before treating the service as operationally ready. Match coverage to business needs and record unresolved gaps in the launch decision. Project team goodwill is not a sustainable support arrangement.
What to do now
- Identify operational support activities
- Assign owners coverage and escalation paths
- Test the handoff with representative requests
- Approve launch conditions with the service owner
When to escalate
Essential support cannot be provided for the proposed launch.
The service owner and authorized operational decision maker
Example
A portal pilot proceeds only after support hours and a technical escalation contact are confirmed.
Mistake to avoid
Assuming developers will answer every issue after the project ends.
Prevent a repeat
Test whether receiving teams can operate and recover the service without depending on informal project-team support.
Suggested ApprovedFlow setup
- Tasks
- Documents
- Approvals
Keep handover tasks, operating evidence and the acceptance decision linked to the project while retaining monitoring and incident control in the actual service tools. See the platform
Related cases
- New employees cannot get access without contacting the old project team. What is missing?Incomplete access-service transition
- Our service is used at night, but support ends at five. What should happen?Support coverage mismatch
- Security review is scheduled one week before launch. What should I do?Late security assurance
- How do we know a technical project is ready for handover?Incomplete technical transition