Handover Process
Handover Process
The handover process is documented in the Miro board.
When a new account is created
- Meet with clients to introduce them to the support system
- Set up relevant AM documentation (AM Strategy, Roadmap, Notes Doc)
- Schedule regular AM meetings
When a potential project is identified
- AM takes the opportunity to New Work for estimation
- AM shares proposal/estimate with the client
- AM keeps PM generally informed of upcoming work in bimonthly AM/PM check-in
- Projects Coordinator takes on project initiation (contract, start date, etc)
When a project begins from AM
- PM sends SoW and agenda for kick-off meeting
- Projects Coordinator sets up Harvest code
- AM attends kick-off for official handover
After a project
- PM flags end of project to AM
- AM facilitates a retro with all relevant stakeholders within two weeks of completion and documents high-level learnings
- AM takes on the backlog from the project, reviews it with the client for prioritisation, and supports the client in creating support tickets
Support system
- AM maintains a high-level overview of what is happening in Support
- For complex tickets requiring oversight, the AM facilitates communication and is cc'd in all comms for visibility
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