Offboarding/Onboarding SOPs (workflow)
DTC, INC.
Offboarding & Onboarding SOP
Standard Operating Procedure — Milestone Workflow & Role Assignments
Owner: Project Manager | Applies to: HaloPSA Offboarding & Onboarding templates | Version 1.0 | Effective 2026-09-14
1. Purpose
Covers both HaloPSA templates this SOP touches — Client Offboarding and Client Onboarding — worked in order from top to bottom.
2. Roles Referenced
Role | Who / What It Covers |
|---|---|
PM | Project Manager — owns project reviews and overall delivery. |
AM | Account Manager — owns client-relationship data gathering (passwords, pain points, IT Glue). |
CSA | Client Success Advisor — owns agreement/managed-services review and billing changes. |
Asset Admin | Owns procurement, hardware recycling, and procurement/hardware QA review. |
Lab Resource | Owns physical staging and provisioning of assets. |
Field Tech | On-site technician — installs, deliveries, and equipment pickup. |
Remote Tech (T2/T3) | Remote technician, typically T2 or T3 — remote installs, tenant setup, cleanup. |
CC Team | Code Commander Team — current pool: Mike Nelson, Zach Boogher. Owns remote MSP onboarding execution and its review. |
3. Offboarding Workflow — Waterfall, Top to Bottom
Milestone 1: Pre-Offboarding
2 tickets — complete before moving to the next milestone.
Ticket | Assigned To | Notes |
|---|---|---|
Cancel Agreement/Billing | CSA | CSA team to cancel MSP agreement so next billing is not run for the following month |
Send Passwords/Documents on File | Remote Tech (T2/T3) | Create the runbook and download the Unifi backup/restore file. |
Milestone 2: Offboarding
1 ticket — complete before moving to the next milestone.
Ticket | Assigned To | Notes |
|---|---|---|
Offboard Services | Remote Tech (T2/T3) | Scheduled night before or day of offboarding |
Milestone 3: Post-Offboarding
3 tickets — complete before moving to the next milestone.
Ticket | Assigned To | Notes |
|---|---|---|
QA — Hardware Ingestion | Asset Admin | Asset Admin to make note of hardware coming back into stock |
CC Offboarding Review | CC Team | Mike Nelson or Zach Boogher. |
Pickup Offboarded Equipment | Field Tech | Schedule only if equipment pickup is needed. |
4. Onboarding Workflow — Waterfall, Top to Bottom
Milestone 1: Procurement
1 ticket — complete before moving to the next milestone.
Ticket | Assigned To | Notes |
|---|---|---|
Procure Product | Asset Admin | Ordering of any hardware needed for onboarding |
Milestone 2: Staging
5 tickets — complete before moving to the next milestone.
Ticket | Assigned To | Notes |
|---|---|---|
Add NA into IT Glue | Account Manager | AM and/or the Remote Tech (T2/T3) who performed the network assessment. |
AM — Client Pain Points | Account Manager |
|
AM — Gather Passwords/Additional Info | Account Manager |
|
Create Managed Services Tenant — Dental | Remote Tech (T2/T3) | Must be complete before Provision Assets starts. |
Provision Assets | Lab Resource |
|
Milestone 3: MSP Onboarding
2 tickets — complete before moving to the next milestone.
Ticket | Assigned To | Notes |
|---|---|---|
MSP Onboarding — Dental — Field | Field Tech |
|
MSP Onboarding — Dental — Remote (incl. Follow-Up) | CC Team | Mike Nelson or Zach Boogher. |
Milestone 4: After Onboarding Work
2 tickets — complete before moving to the next milestone.
Ticket | Assigned To | Notes |
|---|---|---|
Next Day follow up after onboarding | Remote Tech (T2/T3) | Follow-up call, typically the next business day. |
QA — Hardware Recycling | Asset Admin |
|
Milestone 5: Quality Assurance
5 tickets — complete before moving to the next milestone.
Ticket | Assigned To | Notes |
|---|---|---|
QA — Agreement Review | CSA | Redundant with Managed Services Review — schedule only one. |
QA — Client Documentation Cleanup | Remote Tech (T2/T3) |
|
QA — Managed Services Review | CSA | Redundant with Agreement Review. Also overlaps with the CC Team's remote-onboarding review — confirm CC sign-off first. |
QA — Procurement Review | Asset Admin |
|
QA — Project Review | Project Manager |
|
5. Key Rules
1. Work each flow top to bottom.
2. Managed Services Review and Agreement Review are redundant on both flows — schedule one, not both.