Customer Support Operations Handover Procedures

Customer Support Operations Handover Procedures

This document outlines the handover procedures between different regional teams in the Customer Support Operations group.

Handover Schedule

Support coverage transitions between regions according to the following schedule:

APAC to EMEA Handover

• Time: 06:00 UTC / 14:00 Manila / 16:00 Melbourne / 07:00 Netherlands

EMEA to AMER Handover

• Time: 13:00 UTC / 15:00 Netherlands / 08:00 Houston

AMER to APAC Handover

• Time: 21:00 UTC / 16:00 Houston / 08:00 Melbourne (next day)

Handover Process

Preparing for Handover

1. Review Outstanding Tickets
   • Identify tickets that require immediate attention
   • Document the status of any critical issues
   • Prioritize tickets that should be addressed by the incoming team
2. Update Ticket Documentation
   • Ensure all tickets to be handed over have up-to-date notes
   • Document any troubleshooting steps already taken
   • Note any pending customer communications
3. Review Audit Events channel
   • Document any ongoing concerns
   • Note any incidents that may impact runners or other job processing

Handover format

The following format is suggested:

:ticket: TICKET/S NEEDING ASSISTANCE:
 - 
:red_circle: OTHER ITEM/S NEEDING ASSISTANCE, ATTENTION OR FOLLOW-UP
 - 

After Handover

1. Transition Period

   • Outgoing team remains available after handover for any questions
   • Ensure incoming team acknowledges receipt of all critical information by looking for an emoji reaction

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