Cutover runbook and rollback plan before support launch
Write the first migration run and the formal cutover as a runbook with a rollback path before launch day so the switch does not depend on memory or Slack improvisation.
Why this can grow a startup
A migration often looks scarier than it is because the sequence lives in people's heads. A runbook turns the switch into visible steps, checkpoints, and ownership. Adding a rollback plan matters just as much. Buyers relax when they can tell the team has already thought about what happens if one assumption fails halfway through the move.
Company example
Intercom's migration guide tells teams to create a run book and rollback plan covering both the first migration run and the formal cutover plus delta migration run.
Source and metric
Source: Intercom Help · Browse Intercom Help tactics
One runbook should cover both the first migration run and the formal cutover
Source discovered: May 26, 2026
When to use it
Use this when Support, Operations, Internal Comms is relevant to migration, rollback, change management and you can run a bounded test with a free budget.
When not to use it
Do not use it as a substitute for customer evidence, a clear owner, or a measurable stop condition. Local platform rules and market behavior still need checking.
Founder checklist
- Read Intercom Help and identify what is directly supported.
- Choose one channel context: Support, Operations, Internal Comms.
- Define the test around One runbook should cover both the first migration run and the formal cutover.
- Set an owner, evidence window, and stop condition before launch.
Explore the context
Apply this with an operator
Choose product surfaces that compound distribution without hiding weak activation or retention.