Post-offboarding helpdesk SLAs for goodwill
Overview
Optional paid tail or courtesy window smooths transition—define narrowly to prevent perpetual free work.
Parameters
Days (e.g., 14), hours (business only), channels (email ticket only—no phone), scope (clarification of docs provided—not net-new projects).
Pricing
Flat bundle or discounted T&M with not-to-exceed; gets procurement approval faster than open-ended.
Team morale
Engineers hate zombie clients—rotate coverage; no weekend heroics unless emergency SOW.
Knowledge**
Point answers back to handoff KB articles you published—train client to rely on new MSP primary.
Metrics
Track time spent; if exceeding model, sales calls client early, not day 13 crisis.
Closing message
Template gratitude + complete closure + survey optional; lock PSA inactive status.
Legal**
Ensure tail does not accidentally extend liability Indemnity scope—counsel one-pager.
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