run-a-support-handoff

name	run-a-support-handoff
category	start
description	Transfer support cases between people, teams, shifts, or vendors without losing context, ownership, or customer commitments. Use when an escalation, shift change, specialist transfer, or long-running case changes owner.

run-a-support-handoff

Make the receiving owner able and willing to act before the current owner steps away. A handoff is complete only after responsibility, access, evidence, and customer communication are accepted.

Inputs

• Gather the case record, customer goal, impact, chronology, evidence, actions, commitments, and next deadline.
• Confirm the reason for transfer, receiving team's scope, availability, access, and acceptance criteria.
• Identify open incidents, security restrictions, commercial sensitivity, and required live coordination.

Procedure

1. Decide whether transfer is necessary or whether the current owner can obtain specialist help without moving the case.
2. Update the canonical case summary with current status, verified facts, hypotheses, attempted actions, and results.
3. List customer promises, next update time, dependencies, decision needs, and escalation risk.
4. Confirm the receiving owner has system access and authority before sharing restricted material.
5. Hold a live handoff for urgent, complex, sensitive, or repeatedly transferred cases.
6. Ask the receiver to restate the next action, owner, and deadline; resolve disagreements before transfer.
7. Introduce the new owner to the customer when the relationship or communication channel changes.
8. Record acceptance, time, participants, and any retained responsibility.
9. Monitor the first checkpoint and reclaim or escalate if the handoff is not acted on.

Boundaries

Do not bounce a case to protect queue metrics or transfer it without acceptance. Share only the private data needed for the receiving role. Never lose a customer promise, evidence attachment, security restriction, or incident relationship during the handoff.

Done

• The receiving owner has accepted the case, access, next action, and deadline
• Verified facts, attempts, evidence, hypotheses, and commitments are recorded
• The customer knows who owns the next update when ownership changed
• The first post-handoff checkpoint is completed or escalated with evidence