Use this page as the contractual or operational support template for the handover.
Support Coverage
| Item | Agreed term |
|---|
| Support start date | [YYYY-MM-DD] |
| Support end date / renewal rule | [YYYY-MM-DD or renewal language] |
| Support hours | [Timezone, days, hours] |
| Support channels | [Email, ticketing system, phone, chat] |
| Supported environments | [Production, staging, local, other] |
SLA Targets
| Severity | Example | Response target | Resolution / workaround target |
|---|
| Sev 1 | Complete outage, security incident, data-loss risk | [e.g. 1 hour] | [e.g. 4 hours] |
| Sev 2 | Major feature degraded, no workaround | [e.g. 4 hours] | [e.g. 1 business day] |
| Sev 3 | Minor defect with workaround | [e.g. 1 business day] | [e.g. 5 business days] |
| Sev 4 | Question, enhancement, documentation request | [e.g. 2 business days] | [Backlog / agreed date] |
Escalation Path
| Level | Contact | Trigger |
|---|
| First line | [Name / team / email] | Initial intake |
| Technical escalation | [Name / team / email] | Sev 1 or unresolved Sev 2 |
| Business escalation | [Name / team / email] | SLA breach, release risk, contractual issue |
Included Support
- Defect triage
- Deployment guidance
- Documentation clarification
- Operational handover questions
- Security/privacy clarification tied to implemented behavior
Exclusions
- New feature development unless separately agreed
- Production infrastructure build-out not already contracted
- Third-party outages outside the team's control
- Unsupported changes made after handover without review
Acceptance
| Item | Value |
|---|
| Commercial owner | [Name / team] |
| Technical owner | [Name / team] |
| Support accepted by | [Name] |
| Acceptance date | [YYYY-MM-DD] |