Switching agencies in a running maintenance project

A running online shop is not a project with a defined end but an operation — which is exactly why the hurdle of switching the agency that runs it feels so high. In practice the switch is therefore postponed longer than economically sensible: the worry about knowledge loss, downtime and chaos around access credentials is justified when the switch happens unstructured — and largely unfounded when it is planned as an orderly process with clear responsibilities.

This whitepaper describes the switch of an existing maintenance and development partnership as a structured process in five phases — from the decision to stable regular operations, without interrupting the shop.

What's inside

• Typical triggers: six warning signs — from response times through knowledge monopolies and cost development to technical standstill — and the recommendation to document them in writing for two to three months before deciding.
• Preparation: contract situation, ownership and usage rights, data protection and compliance — what must be clarified before giving notice.
• The asset inventory: eight categories from source code through hosting, domains and licences to monitoring — with the central questions per position. The rule of thumb: every asset whose owner you cannot name within one working day is a risk — regardless of the switch.
• The switching process in five phases: decision and selection (2–6 weeks), preparation and notice (2–4 weeks), handover (1–3 weeks), onboarding of the new agency and stabilisation — a gliding transition instead of a big bang.
• A checklist of concrete action items for the entire handover.
• A practical example: an onboarding along the F.O.C.U.S. framework — from Facts to Scaling.
• Why our onboarding costs €0: the logic behind it — the familiarisation risk sits with the agency that wins the contract, not with the shop owner who dares to take the step.

Who the whitepaper is for

For managing directors, e-commerce and IT leads of mid-sized shop operators who are dissatisfied with their current agency — or who simply want to know how switchable their shop is today. The asset inventory pays off even if you end up staying with your agency.

Key facts

12 pages, as of September 2026 (PDF in German). The stated timeframes are guide values for a mid-sized shop; the phases partially overlap. Important upfront: an agency switch is not about assigning blame — a professionally handled switch is in the interest of everyone involved, including the outgoing agency. How the switch to us works concretely is covered on our agency switch page.