Handover call agenda with incoming MSP

Overview

Professional courtesy call lowers sabotage rumors and speeds user happiness—within NDA bounds.

Agenda (60 min)

1. Topology overview (current diagram pointer).
2. Top pain points known—honest, not punitive.
3. Vendor account posture (whose email owns licensing).
4. Automations (scripts, runbooks) location and PAT expiry dates.
5. Incident history last 12 months summary.
6. Political landmines (exec relationships, sacred cows).

Boundaries

No bashing your client; no confidential pricing of other clients; stick to facts witnessable from systems.

Client attendance

Optional but reduces he-said later; mute if conversation devolves.

Output

Shared bullet notes in ticket both MSPs CC client sponsor—single source of truth.

If incoming declines

Document offer; proceed with structured written handoff pack—still defensible.

Aftercare

Archive call recording only if all parties consent—jurisdiction-dependent.