Document: 36-client-handover.md
Version: 1.0.0

Purpose

This document defines the standard client handover process used across all Rundown projects.

Client handover is the structured transfer of ownership, operational knowledge, documentation, and access following successful project completion. A consistent handover process ensures that clients can confidently operate, maintain, and evolve their application after launch.

Handover Philosophy

A successful handover transfers capability, not just credentials.

The objective is to ensure that the client understands how to use and manage the delivered solution rather than simply receiving access to it.

A project is not considered complete until the agreed handover process has been completed.

Handover Objectives

The handover process should:

• Transfer ownership.

• Transfer operational knowledge.

• Deliver documentation.

• Complete training.

• Confirm production readiness.

• Establish post-launch support.

Handover Workflow

Every project follows the same handover process.

Production Launch

↓

Internal Verification

↓

Client Training

↓

Documentation Delivery

↓

Credential Transfer

↓

Handover Confirmation

↓

Support Period Begins

Production Verification

Before handover:

• Production deployment verified.

• Monitoring active.

• Backups configured.

• Forms tested.

• CMS functionality confirmed.

• Performance reviewed.

Clients should receive a fully operational application.

Documentation Delivery

The client should receive all agreed documentation.

Typical documentation includes:

• CMS guide

• User guide

• Administrator guide (when applicable)

• Maintenance recommendations

• Support information

Documentation should reflect the delivered solution rather than generic platform documentation.

Client Training

Training should cover:

• Content management

• Media uploads

• User management (when applicable)

• Common workflows

• Best practices

• Operational limitations

Training should be appropriate to the client's technical experience.

Credential Transfer

Transfer only the credentials agreed within the project scope.

Examples include:

• CMS administrator account

• Domain management access

• Hosting access (if applicable)

• Analytics access

• Email service access

• Third-party integrations

Credential transfer should be documented and acknowledged.

Ownership

The handover should clearly identify ownership of:

• Source code

• Design assets

• Documentation

• Hosting environment

• Domains

• Third-party services

Ownership should align with contractual agreements.

Support Introduction

Before closing the project, explain:

• Support channels

• Maintenance plans

• Response expectations

• Escalation process

• Future enhancement requests

Clients should understand how to obtain assistance after launch.

Handover Confirmation

The project should conclude with formal client confirmation that:

• Deliverables have been received.

• Training completed.

• Documentation received.

• Credentials verified.

• Operational questions addressed.

Formal confirmation reduces ambiguity regarding project completion.

Project Closure

Following successful handover:

• Archive project documentation.

• Record lessons learned.

• Update project status.

• Schedule post-launch review where applicable.

Project closure marks the end of delivery and the beginning of ongoing support.

Engineering Decision

Structured Client Handover

Status: Accepted

Decision

Every Rundown project concludes with a standardized client handover process before entering ongoing support.

Reasoning

A structured handover:

• Improves client confidence.

• Reduces post-launch confusion.

• Encourages client independence.

• Improves long-term support quality.

• Completes the project lifecycle professionally.

Handover Checklist

Before closing the project, verify:

• Production verified.

• Documentation delivered.

• Training completed.

• Credentials transferred.

• Ownership confirmed.

• Support process explained.

• Client confirmation received.

• Project archived.

Summary

Client handover completes the delivery lifecycle by transferring ownership, operational knowledge, and confidence to the client.

By following a consistent handover process, Rundown ensures that every client receives not only a working application but also the knowledge and resources required to operate it successfully.

Related Documents

• 32-project-lifecycle.md

• 33-client-onboarding.md

• 35-quality-assurance.md

• 37-maintenance-support.md

Related ADRs

• ADR-003: Documentation Information Architecture