Peak-Season Support Readiness Checklist

A readiness checklist for support and sales spikes. Use the variants as-is, edit the placeholders, or download the editable Word doc.

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Editable Word .docx
Length
6 variants · copy-paste
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Checklists

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Black Friday readiness

Goal

Get black friday readiness ready without relying on memory, last-minute heroics, or one person's hidden knowledge.

Readiness checklist

  • Confirm the owner: owner. One person owns the result, even if several people help.
  • Confirm the deadline or launch condition: deadline. Do not use vague timing like soon.
  • Review the customer-facing copy for clarity, missing details, and tone.
  • Test the happy path from first click or message to completed outcome.
  • Test the likely edge case: missing info, angry customer, failed payment, wrong language, or no human available.
  • Confirm escalation, rollback, and support coverage before publishing.
  • Save the final version in the knowledge base or CRM so the team can find it later.

Done means

A new teammate can follow the process, the customer knows what happens next, and there is a named owner for anything that breaks.

Manager sign-off

Mark this complete only after someone outside the setup work tests it once and confirms the result is understandable.

Download free template

6 ready-to-use variants

1. Black Friday readiness2. Holiday support readiness3. Launch week readiness4. Travel season readiness5. Emergency staffing plan6. Post-peak review
1

Black Friday readiness

When to use: Use this before black friday readiness goes live, so the team can confirm ownership, timing, and risk.

Goal

Get black friday readiness ready without relying on memory, last-minute heroics, or one person's hidden knowledge.

Readiness checklist

  • Confirm the owner: owner. One person owns the result, even if several people help.
  • Confirm the deadline or launch condition: deadline. Do not use vague timing like soon.
  • Review the customer-facing copy for clarity, missing details, and tone.
  • Test the happy path from first click or message to completed outcome.
  • Test the likely edge case: missing info, angry customer, failed payment, wrong language, or no human available.
  • Confirm escalation, rollback, and support coverage before publishing.
  • Save the final version in the knowledge base or CRM so the team can find it later.

Done means

A new teammate can follow the process, the customer knows what happens next, and there is a named owner for anything that breaks.

Manager sign-off

Mark this complete only after someone outside the setup work tests it once and confirms the result is understandable.

2

Holiday support readiness

When to use: Use this before holiday support readiness goes live, so the team can confirm ownership, timing, and risk.

Goal

Get holiday support readiness ready without relying on memory, last-minute heroics, or one person's hidden knowledge.

Readiness checklist

  • Confirm the owner: owner. One person owns the result, even if several people help.
  • Confirm the deadline or launch condition: deadline. Do not use vague timing like soon.
  • Review the customer-facing copy for clarity, missing details, and tone.
  • Test the happy path from first click or message to completed outcome.
  • Test the likely edge case: missing info, angry customer, failed payment, wrong language, or no human available.
  • Confirm escalation, rollback, and support coverage before publishing.
  • Save the final version in the knowledge base or CRM so the team can find it later.

Done means

A new teammate can follow the process, the customer knows what happens next, and there is a named owner for anything that breaks.

Manager sign-off

Mark this complete only after someone outside the setup work tests it once and confirms the result is understandable.

3

Launch week readiness

When to use: Use this before launch week readiness goes live, so the team can confirm ownership, timing, and risk.

Goal

Get launch week readiness ready without relying on memory, last-minute heroics, or one person's hidden knowledge.

Readiness checklist

  • Confirm the owner: owner. One person owns the result, even if several people help.
  • Confirm the deadline or launch condition: deadline. Do not use vague timing like soon.
  • Review the customer-facing copy for clarity, missing details, and tone.
  • Test the happy path from first click or message to completed outcome.
  • Test the likely edge case: missing info, angry customer, failed payment, wrong language, or no human available.
  • Confirm escalation, rollback, and support coverage before publishing.
  • Save the final version in the knowledge base or CRM so the team can find it later.

Done means

A new teammate can follow the process, the customer knows what happens next, and there is a named owner for anything that breaks.

Manager sign-off

Mark this complete only after someone outside the setup work tests it once and confirms the result is understandable.

4

Travel season readiness

When to use: Use this before travel season readiness goes live, so the team can confirm ownership, timing, and risk.

Goal

Get travel season readiness ready without relying on memory, last-minute heroics, or one person's hidden knowledge.

Readiness checklist

  • Confirm the owner: owner. One person owns the result, even if several people help.
  • Confirm the deadline or launch condition: deadline. Do not use vague timing like soon.
  • Review the customer-facing copy for clarity, missing details, and tone.
  • Test the happy path from first click or message to completed outcome.
  • Test the likely edge case: missing info, angry customer, failed payment, wrong language, or no human available.
  • Confirm escalation, rollback, and support coverage before publishing.
  • Save the final version in the knowledge base or CRM so the team can find it later.

Done means

A new teammate can follow the process, the customer knows what happens next, and there is a named owner for anything that breaks.

Manager sign-off

Mark this complete only after someone outside the setup work tests it once and confirms the result is understandable.

5

Emergency staffing plan

When to use: Use this before emergency staffing plan goes live, so the team can confirm ownership, timing, and risk.

Goal

Get emergency staffing plan ready without relying on memory, last-minute heroics, or one person's hidden knowledge.

Readiness checklist

  • Confirm the owner: owner. One person owns the result, even if several people help.
  • Confirm the deadline or launch condition: deadline. Do not use vague timing like soon.
  • Review the customer-facing copy for clarity, missing details, and tone.
  • Test the happy path from first click or message to completed outcome.
  • Test the likely edge case: missing info, angry customer, failed payment, wrong language, or no human available.
  • Confirm escalation, rollback, and support coverage before publishing.
  • Save the final version in the knowledge base or CRM so the team can find it later.

Done means

A new teammate can follow the process, the customer knows what happens next, and there is a named owner for anything that breaks.

Manager sign-off

Mark this complete only after someone outside the setup work tests it once and confirms the result is understandable.

6

Post-peak review

When to use: Use this before post-peak review goes live, so the team can confirm ownership, timing, and risk.

Goal

Get post-peak review ready without relying on memory, last-minute heroics, or one person's hidden knowledge.

Readiness checklist

  • Confirm the owner: owner. One person owns the result, even if several people help.
  • Confirm the deadline or launch condition: deadline. Do not use vague timing like soon.
  • Review the customer-facing copy for clarity, missing details, and tone.
  • Test the happy path from first click or message to completed outcome.
  • Test the likely edge case: missing info, angry customer, failed payment, wrong language, or no human available.
  • Confirm escalation, rollback, and support coverage before publishing.
  • Save the final version in the knowledge base or CRM so the team can find it later.

Done means

A new teammate can follow the process, the customer knows what happens next, and there is a named owner for anything that breaks.

Manager sign-off

Mark this complete only after someone outside the setup work tests it once and confirms the result is understandable.

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  1. 1

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