Why Onboarding Determines the Relationship
The way you onboard a client’s WordPress site onto hosting sets the tone for the entire ongoing relationship. A structured, documented onboarding process demonstrates professionalism, prevents future problems, and establishes clear expectations on both sides. An ad-hoc onboarding creates technical debt, undocumented dependencies, and future support headaches.
This checklist covers everything that should be completed and documented when bringing a client site onto managed hosting, whether it’s a new build or a migration from an existing host.
Pre-Migration Information Gathering
Before any technical work begins, collect and document:
Current hosting details: Host name, control panel access URL and credentials, FTP/SFTP access details, database name and credentials, PHP version in use.
Domain and DNS: Domain registrar name and access credentials, current nameservers, DNS records in use (A, CNAME, MX, TXT records), domain renewal date. DNS changes during migration are the most common source of email disruption — document every record before touching anything.
Email configuration: Is email hosted separately from the website, or through the same host? If through the same host, email migration needs to be coordinated with the website migration.
Third-party integrations: Payment gateways (Stripe, PayPal — webhook URLs will need updating), CRM integrations, mailing list connections (Mailchimp, Klaviyo), booking systems, and any custom API integrations that reference the old server’s IP address.
SSL certificate status: Is there an existing certificate? When does it expire? Is it managed by the host or a third party?
Migration Execution Checklist
1. Create a full backup of the source site (files and database) before beginning. Store it off-server.
2. Set up the destination hosting account and verify PHP version, memory limits, and available extensions match the site’s requirements.
3. Install WordPress on the destination host and import the database. Update the siteurl and home values in wp_options to the staging URL.
4. Transfer all files from the source, including wp-content/uploads. Verify file permissions (755 for directories, 644 for files) after transfer.
5. Test the site thoroughly on the staging URL before any DNS changes: homepage, internal pages, forms, checkout (WooCommerce), login, admin dashboard, and any third-party integrations that can be tested without production credentials.
6. Configure SSL on the new host before DNS cutover.
7. Update any third-party services that reference the old server IP or old domain URL.
DNS Cutover Checklist
1. Reduce TTL on DNS records to 300 seconds (5 minutes) at least 24 hours before cutover to minimise propagation time.
2. Update A records and any relevant CNAME records to point to the new host.
3. Do not delete old hosting account until DNS has fully propagated and the site is confirmed working on the new host. This preserves a rollback option.
4. Monitor the site on the new host immediately after DNS propagation confirms. Check SSL, forms, checkout, and any logged-in functionality.
Post-Migration Documentation
Update your site documentation to record:
New hosting account credentials and control panel URL; new server IP address; SSL certificate renewal method and date; updated DNS records; any configuration changes made during migration; backup schedule and storage location; support contact for the new host.
Client Handover Items
Provide the client with: confirmation that migration is complete and all functionality verified; a summary of what was changed and what they now have access to; clear guidance on who to contact for hosting issues (the agency, or the host directly); their domain renewal date with a reminder to ensure it doesn’t lapse.
A well-documented migration takes slightly longer but creates a foundation for a reliable ongoing hosting relationship. It also protects your agency — if something goes wrong six months later, you have a clear record of the configuration at handover.
See our guide on managing multiple client sites or view agency hosting plans.
Related
Frequently Asked Questions
What should a client hosting onboarding checklist cover?
A comprehensive client onboarding checklist covers five phases: pre-migration information gathering (current hosting credentials, DNS records, SSL certificate type, email configuration, plugin inventory, PHP version requirements), migration execution (files transferred, database imported, search-replace completed, staging testing), DNS cutover (TTL reduced 48 hours before, A records updated, DNS propagation verified, old server kept live for 48 hours), post-migration verification (all pages load, forms submit, WooCommerce checkout completes, emails deliver, admin dashboard functions), and documentation (hosting credentials stored securely, configuration documented, client briefed on their access and the support process).
How long should client site onboarding take for an agency?
A standard WordPress site onboarding (no WooCommerce, standard plugin stack) takes 2-4 hours including testing and documentation. A WooCommerce store onboarding takes 4-8 hours due to payment gateway verification, order data migration, and more extensive checkout testing. An agency handling multiple onboardings per month should have a documented process that a developer can follow without needing to invent the steps each time. The first few onboardings with a new provider will take longer while you learn the platform — budget extra time and do not schedule client-facing deadlines until the process is established.
What DNS records need to be transferred when migrating a client to new hosting?
DNS records to document before migration: A record (points domain to server IP), CNAME records (subdomains, CDN configurations), MX records (email routing — critical not to change during hosting migration if email is separate), TXT records (SPF, DKIM, DMARC for email authentication, Google site verification, other service verification), and NS records (name servers — only change these if you are also moving DNS management). The most common migration error is inadvertently affecting email delivery by changing MX records or SPF/DKIM TXT records when only the website hosting needs to change.
How do agencies test a client site before switching DNS?
Test before DNS change using two methods: hosts file modification (add the new server IP alongside the domain in your local hosts file, allowing you to browse the new server without DNS change) for functional testing on your own machine, and a staging URL (temporary subdomain on the new server) for client review. Test checklist before DNS change: all pages load with correct content, internal links resolve correctly, SSL is valid and HTTPS enforces, forms submit and confirmation emails arrive, WooCommerce checkout completes a test transaction, media files load correctly, and WordPress admin functions normally. Only proceed with DNS change when everything passes.
What documentation should agencies maintain for each hosted client site?
Maintain per-client documentation including: hosting provider, plan tier, and account credentials (stored in a password manager with agency-wide access controls), domain registrar and DNS management credentials, SSL certificate type and renewal date, custom server configuration (PHP settings, cron jobs, custom email routing), plugin and theme inventory with license keys, database name and credentials, backup schedule and most recent restore test date, and client contact details for the person responsible for technical decisions. Store this documentation in a secure location outside the hosting environment itself — if the server is unavailable, you need recovery documentation to be accessible.