Frequently Asked Question
Onboarding and Offboarding
Last Updated 18 hours ago
Onboarding and Offboarding
On‑boarding and Off‑boarding – What to Expect
Below is a step‑by‑step outline of the procedures we follow when a new client joins us, and when a client’s contract comes to an end. The aim is to give you a clear picture of the actions, timings and documentation required from both sides so the transition is smooth, secure and compliant with UK law (including GDPR).
1. On‑boarding Process
| Phase | What happens | Who is responsible | Typical time‑frame |
|---|---|---|---|
| 1. Registration | • Completion of the Client Registration Form (company details, VAT number, primary contacts). <br>• Acceptance of the Master Services Agreement (MSA) and Service Level Agreement (SLA). | Client: provides information & signs. <br>Us: issue the contract and confirm receipt. | 1‑2 working days |
| 2. Initial Discussions | • Kick‑off call/video meeting to confirm business objectives, critical assets and preferred communication channels. <br>• Agree on the Project Scope, milestones and key dates. | Account Manager (us) & appointed Client Project Lead. | 1‑3 working days after registration |
| 3. Handover from Incumbent (if applicable) | • Request a Handover Pack from the outgoing provider (network diagrams, licences, passwords, warranties). <br>• Review and verify the completeness of the pack. | Client: obtains pack from incumbent. <br>Us: perform gap analysis. | 5‑10 working days (depends on incumbent response) |
| 4. Build of Site Records | • Create a Site Record in our ticketing/CMDB system containing: <br> – Physical address, contact points, floor plans. <br> – Hardware inventory (servers, workstations, networking). <br> – Software licences and version numbers. <br> – Network topology and IP scheme. <br> – Security controls (firewalls, anti‑virus). | Our Service Desk & Engineering team (data entered by us, verified by client). | 3‑7 working days |
| 5. Provision of Services | • Provisioning of agreed services (e.g., Managed Service Desk, Cloud backup, Monitoring). <br>• Configuration of remote access, VPNs, user accounts and MFA. | Engineering team (us). <br>Client: supplies any required credentials or hardware. | 7‑14 working days (depends on service complexity) |
| 6. Arrangement of Support & Service Levels | • Confirm SLA targets (response time, resolution time, availability). <br>• Agree on escalation matrix and contact lists. <br>• Set up regular reporting (monthly performance, incidents, changes). | Account Manager (us) & Client Service Coordinator. | Concurrent with step 5; finalised before go‑live. |
| 7. Go‑live & Review | • Formal Go‑Live sign‑off – client confirms that services are operating as per SLA. <br>• Post‑implementation review (first‑month performance, any open issues). | Both parties. | End of the onboarding period (typically 4‑6 weeks from registration). |
Key Documents you will receive
- Client Registration Form (completed)
- Master Services Agreement & SLA
- Handover Pack Checklist (for incumbents)
- Site Record (CMDB entry)
- Service Provision Plan & Timeline
- Escalation & Reporting Matrix
2. Off‑boarding Process
| Phase | What happens | Who is responsible | Typical time‑frame |
|---|---|---|---|
| 1. Notice of Termination | • Client sends written notice as per the MSA (usually 30 days). <br>• Confirmation of termination date and any outstanding invoices. | Client (notice) <br>Us (acknowledge). | Immediate upon receipt |
| 2. Collection of Site Records & Documentation | • Request return of all original site records held by the client (e.g., hardware warranty certificates, licences). <br>• Provide a Documentation Return Form listing what we will collect. | Us: issue form & arrange collection. <br>Client: gather and hand over. | 5‑10 working days |
| 3. Handover Participation | • Joint session (call or on‑site) to transfer knowledge of any custom scripts, configurations, or pending projects. <br>• Confirmation that all open tickets are resolved or transferred. | Both parties. | Within 2 weeks of notice |
| 4. Data Purge / Archiving | • Identify all personal or sensitive data stored on our systems (backups, monitoring logs, remote management tools). <br>• Perform a secure deletion in line with GDPR Art. 17 (right to erasure) and any contractual obligations. <br>• Provide a Data Purge Confirmation Report to the client. | Our Data Protection Officer & Engineering team. | Completed no later than 30 days after termination, unless longer retention is legally required. |
| 5. Final Billing & Closure | • Issue final invoice (including any early‑termination fees, outstanding usage, or service credits). <br>• Obtain client sign‑off on the closure report. | Finance team (us). | Within 14 days of termination date |
| 6. Post‑termination Support (optional) | • Offer a short‑term support window (e.g., 30 days) for any residual issues, billed at standard rates. | Us (if requested). | Agreed separately |
Key Documents you will receive
- Termination Acknowledgement Letter
- Documentation Return Form & Checklist
- Handover Session Minutes
- Data Purge Confirmation Report (including date, method and scope of deletion)
- Final Invoice & Closure Report
3. Practical Tips for a Smooth Transition
- Designate a single point of contact on both sides. Having one person manage the flow of information prevents delays.
- Keep passwords and encryption keys in a secure password manager and share them via an encrypted channel (e.g., a one‑time link).
- Schedule regular status updates (e.g., twice‑weekly) during onboarding; a short weekly call during off‑boarding is often enough.
- Verify hardware warranties before hand‑over – expired warranties can cause disputes later.
- Back up any critical data before the purge. Even though we will delete our copies, you may wish to retain an archive for your own compliance needs.
- Document everything – a simple spreadsheet with columns for “Item”, “Owner”, “Status”, “Due date” works well.
Quick Reference Checklist
On‑boarding Checklist
- [ ] Client Registration Form completed
- [ ] MSA & SLA signed
- [ ] Kick‑off meeting held
- [ ] Handover Pack received & reviewed
- [ ] Site Record created in CMDB
- [ ] Services provisioned & tested
- [ ] SLA targets and escalation matrix agreed
- [ ] Go‑Live sign‑off obtained
Off‑boarding Checklist
- [ ] Termination notice received & acknowledged
- [ ] Documentation Return Form issued & completed
- [ ] Joint hand‑over session held
- [ ] Data purge performed & confirmation report issued
- [ ] Final invoice generated & paid
- [ ] Closure report signed off
Following these steps will ensure that the transition—whether you are joining us or leaving us—is orderly, secure and compliant with all relevant UK regulations. If you have any specific concerns or need customised timelines, please get in touch with your Account Manager who will be happy to assist.
