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Client Onboarding

Comprehensive procedures for onboarding new clients to MDHosting Ltd services, from initial signup through to service handover.

Overview

Client onboarding is a critical process that ensures new clients receive properly configured, secure hosting services with clear documentation and support channels. This document outlines the complete workflow from initial signup to final handover.

Onboarding Goals: - Service Provisioning: Rapid account creation and configuration - Security: Secure credentials and proper access controls - Documentation: Clear handover documentation for clients - Quality Assurance: Verified functionality before handover - Client Satisfaction: Professional onboarding experience

Standard Onboarding Timeline: - Immediate: Payment processing and account creation (0-30 minutes) - Same Day: Service provisioning and configuration (1-4 hours) - Next Business Day: Client handover and welcome email

Pre-Onboarding Checklist

Before beginning the onboarding process, verify:

  • ✅ Payment received and processed (Stripe/PayPal via Blesta)
  • ✅ Client details complete in Blesta (email, company name, address)
  • ✅ Service package selected and confirmed
  • ✅ Domain name confirmed (existing domain or new registration required)
  • ✅ Any special requirements documented (SSL, migration, email setup)

Onboarding Workflow

Phase 1: Account Creation

Step 1: Create cPanel Account

Via WHM (Web Host Manager):

  1. Log in to WHM
  2. URL: https://eu1.mdhosting.co.uk:2087

  3. Use root credentials

  4. Navigate to Account Functions → Create a New Account

  5. Configure Account Settings:

  6. Domain: Enter client's primary domain (e.g., clientdomain.com)
  7. Username: 8-character username (typically domain-based, e.g., clientdo)
  8. Password: Generate strong password (20+ chars, mixed case, numbers, symbols)
  9. Email: Client's primary contact email
  10. Package: Select appropriate cPanel package (Standard, Business, etc.)

  11. Theme: Default (Paper Lantern)

  12. Additional Settings:

  13. CGI Access: Enabled
  14. Shell Access: Disabled (enable only if requested)
  15. Dedicated IP: Not required (shared IP for standard accounts)

  16. Spam Settings: Enable SpamAssassin

  17. Click "Create" and wait for account creation confirmation

Record Created: - Username - Temporary password (to be shared securely) - cPanel URL: https://eu1.mdhosting.co.uk:2083 - Server IP address (for DNS configuration)

Step 2: Generate Secure Credentials

Create Strong Credentials: 

# Generate secure password (20 characters)
openssl rand -base64 20 | tr -d "=+/" | cut -c1-20

# Alternative: Use cPanel password generator
# WHM → Account Functions → Password Generator

Store Credentials Temporarily: - Never email passwords in plain text - Store in encrypted password manager - Prepare for secure delivery (see Phase 4)

Phase 2: Service Configuration

Step 1: Configure Email Services

Create Primary Email Account:

  1. Log in to cPanel (as created account)
  2. Navigate to Email → Email Accounts
  3. Create Primary Email:
  4. Email: admin@clientdomain.com (or client-specified address)
  5. Password: Generate strong password
  6. Mailbox Quota: 2048 MB (or unlimited for business accounts)
  7. Configure Email Settings:
  8. Enable spam filtering (SpamAssassin)
  9. Set up email authentication (SPF, DKIM)

Configure Email Authentication:

  1. SPF Record (WHM):
  2. Navigate to DNS Functions → Edit DNS Zone
  3. Select client domain

  4. Add SPF record: 

    v=spf1 a mx ip4:[SERVER_IP] ~all

  5. DKIM (cPanel):

  6. Navigate to Email → Email Deliverability
  7. Click Manage next to domain
  8. Enable DKIM

  9. Verify DNS records installed

  10. DMARC Record:

  11. Add TXT record for _dmarc.clientdomain.com: 
    v=DMARC1; p=none; rua=mailto:admin@clientdomain.com

Email Configuration Documentation: - IMAP Server: eu1.mdhosting.co.uk (Port 993, SSL) - SMTP Server: eu1.mdhosting.co.uk (Port 465, SSL) - POP3 Server: eu1.mdhosting.co.uk (Port 995, SSL) - Webmail: https://eu1.mdhosting.co.uk:2096

Step 2: Configure SSL Certificate

Enable AutoSSL (Automatic):

  1. Log in to cPanel
  2. Navigate to Security → SSL/TLS Status
  3. Select client domain and subdomains
  4. Click Run AutoSSL
  5. Verify SSL certificates issued (Let's Encrypt)

Verify HTTPS: - Browse to https://clientdomain.com - Verify SSL certificate valid - Check for mixed content warnings

SSL Propagation

SSL certificates may take 5-15 minutes to propagate. Domain must be pointing to server before SSL can be issued.

Step 3: Configure Backups

Verify Backup Configuration:

  1. Log in to WHM
  2. Navigate to Backup → Backup Configuration
  3. Verify account included in backup routine
  4. Check Settings:
  5. Backup enabled: Yes
  6. Retention: 30 days
  7. Destination: Hetzner BX11 Storage Box

Initial Manual Backup (Optional): - Navigate to Backup → Backup → Generate Backup - Create initial baseline backup - Verify backup completion

Step 4: Configure Security Settings

ModSecurity Configuration:

  1. Log in to WHM
  2. Navigate to Security Center → ModSecurity Configuration
  3. Verify enabled for new account
  4. Check for false positives after site deployed

Imunify360 Configuration:

  1. Navigate to Plugins → Imunify360
  2. Verify account monitored
  3. Check default security settings applied
  4. Review firewall rules

CSF Firewall: - Verify account covered by server-wide CSF rules - No per-account configuration required

Phase 3: DNS Configuration

Option A: Client Controls DNS (Existing Domain)

Provide DNS Information to Client:

Create DNS documentation for client to update at their registrar:

A Record:
  Host: @ (or blank)
  Points to: [SERVER_IP]
  TTL: 3600

CNAME Records:
  Host: www
  Points to: clientdomain.com
  TTL: 3600

MX Records:
  Priority: 0
  Host: @
  Points to: mail.clientdomain.com
  TTL: 3600

Additional A Record (for mail):
  Host: mail
  Points to: [SERVER_IP]
  TTL: 3600

Email to Client:

Please update your DNS records at your domain registrar to point to our servers. This typically takes 4-24 hours to propagate. Once updated, your website and email will be live on our hosting platform.

Option B: MDHosting Controls DNS (Transfer to NS1/NS2)

Configure DNS Zone:

  1. Log in to WHM (eu1.cp)
  2. Navigate to DNS Functions → Edit DNS Zone
  3. Select client domain
  4. Verify Default Records:
  5. A record for @ pointing to server IP
  6. A record for mail pointing to server IP
  7. CNAME for www pointing to domain

  8. MX record pointing to mail.clientdomain.com

  9. Add Additional Records (if required):

  10. SPF, DKIM, DMARC (email authentication)
  11. Any client-specified subdomains

Update Nameservers at Registrar:

Provide client with nameserver information: 

Primary Nameserver: ns1.mdhosting.co.uk
Secondary Nameserver: ns2.mdhosting.co.uk

Nameserver IP Addresses (if required): - NS1: [NS1_IP_ADDRESS] - NS2: [NS2_IP_ADDRESS]

Propagation Timeline: - Nameserver Changes: 4-48 hours (registrar-dependent) - DNS Record Changes: 1-4 hours (after nameserver propagation)

DNS Propagation

Advise clients not to make any DNS changes or expect service availability until propagation is complete (24-48 hours recommended wait).

Option C: New Domain Registration (internet.bs)

Domain Registration Process:

  1. Log in to internet.bs
  2. URL: https://www.internet.bs/

  3. Use MDHosting account credentials

  4. Register Domain:

  5. Search for client domain
  6. Select registration period (typically 1 year)

  7. Complete registration with client details

  8. Configure Nameservers:

  9. Set nameservers to ns1.mdhosting.co.uk and ns2.mdhosting.co.uk

  10. Enable domain privacy (WHOIS protection)

  11. Update Blesta:

  12. Add domain as billable item
  13. Set renewal date and pricing
  14. Link to client account

Phase 4: Quality Assurance & Testing

Pre-Handover Checklist

Before handing over to client, verify:

Access & Credentials: - ✅ cPanel login tested and working - ✅ FTP/SFTP access verified - ✅ Email account created and tested - ✅ Webmail access confirmed

DNS & Connectivity: - ✅ Domain resolving to correct IP (or propagation in progress) - ✅ SSL certificate issued and valid - ✅ Email DNS records configured (SPF, DKIM, DMARC) - ✅ No DNS errors or warnings

Security: - ✅ ModSecurity enabled - ✅ Imunify360 monitoring active - ✅ Backups enabled and scheduled - ✅ Strong passwords generated

Documentation: - ✅ Welcome email prepared - ✅ Login credentials stored securely - ✅ Client handover documentation complete - ✅ Blesta account updated with service details

Test Website Access

Create Default Page (if no content yet):

  1. Log in to cPanel
  2. Navigate to Files → File Manager
  3. Go to public_html
  4. Create index.html with default content:
<!DOCTYPE html>
<html lang="en">
<head>
    <meta charset="UTF-8">
    <meta name="viewport" content="width=device-width, initial-scale=1.0">
    <title>Coming Soon - [Client Domain]</title>
    <style>
        body { font-family: Arial, sans-serif; text-align: center; padding: 50px; }
        h1 { color: #333; }
    </style>
</head>
<body>
    <h1>Website Coming Soon</h1>
    <p>This site is currently under construction.</p>
</body>
</html>

Verify Access: - Browse to http://clientdomain.com (and https://) - Verify default page displays - Check SSL certificate valid - Test from multiple devices/networks

Test Email Functionality

Send Test Email:

  1. Log in to Webmail
  2. URL: https://eu1.mdhosting.co.uk:2096

  3. Use created email account

  4. Send Test Email:

  5. Send to external email address (Gmail, Outlook, etc.)
  6. Send to internal MDHosting email

  7. Check spam score and delivery

  8. Receive Test Email:

  9. Send email to admin@clientdomain.com
  10. Verify receipt in webmail
  11. Check spam filtering working

Phase 5: Client Handover

Welcome Email

Send comprehensive welcome email to client:

Email Template:

Subject: Welcome to MDHosting Ltd - Your Hosting Account is Ready

Dear [Client Name],

Welcome to MDHosting Ltd! Your hosting account has been created and is ready to use.

ACCOUNT DETAILS
---------------
Domain: [clientdomain.com]
Server: eu1.mdhosting.co.uk
Package: [Package Name]

CONTROL PANEL ACCESS
--------------------
cPanel URL: https://eu1.mdhosting.co.uk:2083
Username: [username]
Password: [See secure link below]

For security, your password is available via our secure password delivery system:
[Secure Link - OneTimeSecret.com or Bitwarden Send]

WEBSITE ACCESS (FTP/SFTP)
-------------------------
FTP Server: eu1.mdhosting.co.uk
FTP Port: 21 (FTP) or 22 (SFTP - recommended)
Username: [username]
Password: [Same as cPanel]

We strongly recommend using SFTP (port 22) for secure file transfers.

EMAIL CONFIGURATION
-------------------
A primary email account has been created: admin@[clientdomain.com]
Password: [See secure link above]

Email Server Settings:
- Incoming (IMAP): eu1.mdhosting.co.uk (Port 993, SSL)
- Incoming (POP3): eu1.mdhosting.co.uk (Port 995, SSL)
- Outgoing (SMTP): eu1.mdhosting.co.uk (Port 465, SSL)

Webmail Access: https://eu1.mdhosting.co.uk:2096

DNS CONFIGURATION
-----------------
[Option A: Client manages DNS]
Your domain is currently managed at your registrar. To point your domain to our hosting, please update your DNS records as follows:

A Record: @ → [SERVER_IP]
CNAME: www → [clientdomain.com]
MX Record: @ → mail.[clientdomain.com] (Priority: 0)

DNS propagation typically takes 4-24 hours.

[Option B: MDHosting manages DNS]
We have configured your DNS zone on our nameservers. Please update your domain's nameservers at your registrar:

Primary Nameserver: ns1.mdhosting.co.uk
Secondary Nameserver: ns2.mdhosting.co.uk

Nameserver changes typically take 24-48 hours to propagate globally.

[Option C: New domain registration]
Your domain has been registered and configured automatically. Your website and email will be live within 4-24 hours as DNS propagates.

SSL CERTIFICATE
---------------
A free SSL certificate (Let's Encrypt) has been installed for your domain. Your website is accessible via HTTPS for secure connections.

BACKUPS
-------
Daily automated backups are included with your hosting package. Backups are retained for 30 days and can be restored via cPanel or by contacting support.

SUPPORT & DOCUMENTATION
-----------------------
Client Portal: https://mdhosting.co.uk/billing
Support Tickets: https://mdhosting.co.uk/billing/submitticket.php
Email Support: admin@mdhosting.co.uk

Knowledge Base: [Link to docs site if public]
Backup Services: [Link to backup documentation]

NEXT STEPS
----------
1. Log in to cPanel and change your password (recommended)
2. Upload your website files via FTP/SFTP or File Manager
3. Configure email accounts for your team
4. Review backup settings and documentation
5. Contact support if you need assistance with migration or configuration

If you have any questions or need assistance, please don't hesitate to contact us via the support ticket system or email.

Thank you for choosing MDHosting Ltd!

Best regards,
MDHosting Ltd Support Team
admin@mdhosting.co.uk
https://mdhosting.co.uk

Secure Password Delivery

Never email passwords in plain text. Use secure delivery methods:

Option 1: OneTimeSecret.com 1. Go to https://onetimesecret.com 2. Paste password and credentials 3. Set expiration (7 days) 4. Generate link 5. Include link in welcome email 6. Link self-destructs after viewing

Option 2: Bitwarden Send 1. Use Bitwarden Send feature 2. Create secure text share 3. Set 7-day expiration 4. Include link in welcome email

Option 3: Encrypted Email - Use PGP/GPG encryption if client has public key - Suitable for high-security clients

Update Blesta

Record Service Details:

  1. Log in to Blesta

  2. URL: https://mdhosting.co.uk/billing/admin/

  3. Navigate to Client Account

  4. Find client in Clients list

  5. Open client profile

  6. Update Service Details:

  7. Add cPanel username
  8. Record domain name
  9. Set service status: Active

  10. Add any notes (migration scheduled, special requirements, etc.)

  11. Verify Billing:

  12. Confirm payment received
  13. Set next invoice date
  14. Verify package and pricing correct

Post-Handover Monitoring

First 48 Hours: - Monitor for client login (cPanel, webmail) - Check for DNS propagation progress - Monitor for any error emails or backup failures - Respond promptly to any client questions

First Week: - Verify backups completing successfully - Check for ModSecurity false positives - Monitor resource usage (bandwidth, storage) - Follow up with client if no activity

First Month: - Review account usage and performance - Check for any security alerts or issues - Verify backup integrity - Request feedback on onboarding experience

Special Scenarios

Website Migration from Previous Host

Migration Process:

  1. Pre-Migration Assessment:
  2. Request backup from client or previous host
  3. Identify CMS/platform (WordPress, Joomla, etc.)
  4. Check database size and PHP version requirements

  5. Verify email configuration needs

  6. Create Account (as above)

  7. Complete standard onboarding steps

  8. Keep DNS at old host initially

  9. Transfer Files: 

    # Via SSH on eu1.cp
cd /home/[username]

# Download from old host (if SSH available)
rsync -avz user@oldhost.com:/home/olduser/public_html/ ./public_html/

# Or use cPanel Backup restore if backup provided

  10. Transfer Database:

  11. Export database from old host (phpMyAdmin or mysqldump)
  12. Import to new account via cPanel → phpMyAdmin

  13. Update database credentials in application config

  14. Update Configuration:

  15. WordPress: Update wp-config.php with new database details
  16. Update absolute URLs if required

  17. Test thoroughly before DNS switch

  18. DNS Cutover:

  19. Lower TTL at old host (6 hours before switch)
  20. Update DNS to point to MDHosting
  21. Monitor for propagation

  22. Verify site functional on new host

  23. Post-Migration:

  24. Monitor for broken links or errors
  25. Verify email delivery (MX records correct)
  26. Keep old host active for 7-14 days (safety net)
  27. Cancel old host once verified

SSL Certificate for Existing Domain

If domain already in use elsewhere:

  1. Install SSL before DNS switch:
  2. Use DNS validation method
  3. Add TXT record at current DNS provider
  4. Issue certificate

  5. Remove TXT record after issuance

  6. Or wait for DNS propagation:

  7. Switch DNS to MDHosting
  8. Wait 4-24 hours for propagation
  9. Run AutoSSL once domain resolving

Email-Only Hosting

For clients who only need email (website hosted elsewhere):

  1. Create Account (minimal):
  2. Small package (email-only)

  3. Disable website features if possible

  4. Configure Email Only:

  5. Set up email accounts
  6. Configure SPF, DKIM, DMARC

  7. Provide MX record information

  8. MX Records for Client: 

    MX Record:
  Priority: 0
  Host: @
  Points to: mail.clientdomain.com

A Record:
  Host: mail
  Points to: [SERVER_IP]

  9. Website Redirect (Optional):

  10. Create simple redirect in public_html/index.html to actual website

Subdomain-Only Hosting

For clients hosting subdomain on MDHosting:

  1. Add Subdomain to Existing Account:
  2. Or create new account for subdomain

  3. Configure DNS for subdomain only

  4. DNS Configuration: 

    A Record:
  Host: subdomain
  Points to: [SERVER_IP]

  5. SSL Certificate:

  6. AutoSSL will cover subdomains automatically
  7. Verify certificate includes subdomain

Troubleshooting Common Onboarding Issues

DNS Not Propagating

Issue: Domain not resolving after 24 hours

Resolution: 1. Check DNS records in WHM or at registrar 2. Verify nameservers correctly set (if using NS1/NS2) 3. Use DNS checker tools (whatsmydns.net) 4. Check for typos in IP addresses 5. Verify domain not suspended at registrar

SSL Certificate Not Issuing

Issue: AutoSSL failing to issue certificate

Resolution: 1. Verify domain resolving to correct server 2. Check for DNS CAA records blocking Let's Encrypt 3. Ensure port 80 accessible (HTTP verification) 4. Try manual issuance in cPanel 5. Check cPanel error logs for specific failure reason

Email Not Sending/Receiving

Issue: Email delivery failures

Resolution: 1. Not Receiving: Check MX records, verify DNS propagation 2. Not Sending: Verify SMTP authentication, check SPF records 3. Spam Issues: Configure DKIM and DMARC, check IP reputation 4. Authentication Errors: Verify email password, check server settings 5. Test via webmail first (eliminates client software issues)

Website Not Accessible

Issue: Website not loading or showing errors

Resolution: 1. Verify DNS propagation complete 2. Check for ModSecurity false positives (disable temporarily) 3. Verify files uploaded to public_html 4. Check file permissions (755 for directories, 644 for files) 5. Review error logs in cPanel

cPanel Login Failing

Issue: Client unable to log in to cPanel

Resolution: 1. Verify credentials (username case-sensitive) 2. Check account not suspended in WHM 3. Try password reset in WHM 4. Verify correct cPanel URL (port 2083) 5. Check for IP blocks in CSF (if client IP blocked)

Onboarding Metrics & Quality Assurance

Key Performance Indicators

Onboarding Speed: - Target: 80% of accounts provisioned within 4 hours of payment - Measurement: Time from payment to welcome email sent

First-Time Success Rate: - Target: 95% of accounts functional without issues - Measurement: Accounts requiring no troubleshooting in first 48 hours

Client Satisfaction: - Target: 4.5/5 average rating on onboarding experience - Measurement: Post-onboarding survey (optional)

Documentation Accuracy: - Target: <5% of clients requesting clarification on welcome email - Measurement: Support tickets related to onboarding confusion

Quality Checklist Template

Use this checklist for each new client:

CLIENT ONBOARDING CHECKLIST
Client: [Name]
Domain: [Domain]
Date: [Date]
Provisioned by: [Staff Name]

□ Payment received and verified in Blesta
□ cPanel account created
□ Package and resources configured correctly
□ Strong password generated (20+ characters)
□ Primary email account created
□ Email authentication configured (SPF, DKIM, DMARC)
□ SSL certificate issued and verified
□ Backups enabled and scheduled
□ DNS configured (Option A/B/C)
□ ModSecurity enabled
□ Imunify360 monitoring active
□ Default website page created (if applicable)
□ Email tested (send and receive)
□ cPanel access tested
□ FTP/SFTP access verified
□ Welcome email sent with secure credentials
□ Blesta updated with service details
□ Client confirmed receipt of welcome email
□ No errors or issues in first 24 hours

NOTES:
[Any special configurations, migration schedules, or client requests]

COMPLETED: [Date/Time]

Additional Resources

Internal Documentation: - Hosting Services - Service specifications - Email Services - Email configuration details - Backup Services - Backup information for clients - DNS Infrastructure - DNS configuration procedures - Server Maintenance - Ongoing maintenance procedures

External Tools: - OneTimeSecret.com - Secure password sharing - WhatIsMyDNS.net - DNS propagation checker - SSL Labs - SSL certificate verification - MXToolbox - Email DNS verification

Client Portal: - Blesta Admin - Internal client management - Blesta Client Portal - Client-facing portal

Last updated: January 2026