Plan carefully, get documentation from your current provider, run both providers in parallel briefly, and don't rush. A good new provider will manage the transition for you.
Quick answer: Plan carefully, get documentation from your current provider, run both providers in parallel briefly, and don't rush. A good new provider will manage the transition for you.
Before You Start
Check your contract
- Notice period (typically 30-90 days)
- Exit terms
- What happens to your data
- Any early termination fees
Document what you have
Your current provider should be able to give you:- Network documentation
- Password/credential list
- Licence information
- Asset inventory
- Any custom configurations
Secure critical access
Make sure you (not just your provider) have:- Domain registrar access
- Microsoft 365 Global Admin
- Firewall admin access
- Hosting control panel access
- Any other critical credentials
The Transition Process
1. Selection and planning (2-4 weeks)
- Choose new provider
- Define scope and expectations
- Agree transition timeline
- New provider reviews your environment
2. Documentation and discovery (1-2 weeks)
- New provider assesses current state
- Gaps in documentation identified
- Credentials transferred securely
- Access verified
3. Parallel running (1-2 weeks)
- Both providers have access
- New provider shadows
- Critical systems tested
- Staff introduced to new support
4. Handover (1 week)
- Old provider access removed
- New provider takes full responsibility
- Emergency contacts updated
- Staff notified of new procedures
5. Stabilisation (2-4 weeks)
- Extra attention from new provider
- Issues identified and resolved
- Documentation completed
- Relationship established
Common Problems
Documentation doesn't exist Bad providers don't document. You may need discovery work to understand your own environment. Budget time for this.
Credentials not handed over Insist on all credentials before the old contract ends. If they're uncooperative, you may need to reset access—messy but sometimes necessary.
Old provider drags feet Some providers make transitions difficult. A professional provider should facilitate handover. Hostage-taking is unprofessional.
Rushing the transition Pressure to move quickly causes mistakes. Allow proper time for discovery and parallel running.
Scope gaps Things fall between providers during transition. Clear scope definition prevents "that's not our responsibility" situations.
What a Good Provider Does
A professional incoming provider will:
- Manage the transition project
- Conduct proper discovery
- Document everything
- Run parallel with the old provider
- Communicate clearly throughout
- Not rush you
Our Onboarding Process
When we take on new clients:
Week 1-2: Discovery
- Technical assessment
- Documentation review
- Credential transfer
- Access verification
- Parallel running with old provider
- Staff introductions
- Support process setup
- Emergency procedures confirmed
- Old provider offboarded
- Documentation completed
- Security baseline established
- Normal support begins
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- we'll explain our onboarding process.
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