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Client Onboarding Procedures

Overview​

This guide covers the complete onboarding process for new clients from initial contact through service activation.

Initial Contact & Sales​

Lead Qualification​

Assess client needs:

  • What services are they interested in? (Web hosting, email, bot hosting)
  • Current hosting situation (new website, migrating, etc.)
  • Technical expertise level
  • Budget and expectations
  • Timeline requirements

Key questions:

  • Domain: Do they own one? Need to register one?
  • Website: Existing site to migrate? New build?
  • Email: How many mailboxes needed?
  • Support level: How hands-on do they want to be?

Providing Information​

Direct to:

Be clear about:

  • Manual provisioning (not instant)
  • Business hours: 9 AM - 8 PM GMT Mon-Fri, 10 AM - 7 PM Sat-Sun
  • Beta program status (if applicable)
  • Our commitment to quality service

Order Processing​

1. Order Received​

When new order comes in:

  • Check WHMCS for order details
  • Verify payment status (completed/pending)
  • Review client information (name, email, address)
  • Check for any special requests or notes

2. Fraud Check​

Basic verification:

  • Email domain looks legitimate
  • Payment details match client info
  • No suspicious patterns (multiple failed payments, etc.)
  • Google client name/email if unsure
  • Check if existing client (good standing?)

Red flags:

  • Mismatched details
  • Disposable email addresses
  • VPN/proxy orders (sometimes legitimate, but verify)
  • Unusual urgency or pressure

3. Order Approval​

If everything checks out:

  1. Approve order in WHMCS
  2. Begin provisioning process
  3. Set realistic timeline for delivery

If concerns:

  • Contact client for verification
  • Request additional information
  • Delay provisioning until verified

Service Provisioning​

Web Hosting​

Follow: Web Hosting - Getting Started

Checklist:

  • Create DirectAdmin account
  • Set package limits per plan
  • Configure primary domain
  • Generate secure credentials
  • Add DNS records (if we manage DNS)
  • Send welcome email
  • Update WHMCS status

Email Service​

Follow: Email DNS Configuration and Creating Mailboxes

Checklist:

  • Add domain to SmarterMail
  • Create initial mailbox(es)
  • Generate DNS records
  • Provide DNS records to client (if external DNS)
  • Configure DNS (if we manage it)
  • Send welcome email with credentials
  • Update WHMCS status

Discord Bot Hosting​

Follow: Bot Hosting Provisioning

Checklist:

  • Create Pterodactyl server
  • Allocate resources per plan
  • Set up client panel account (if new)
  • Configure bot environment
  • Send welcome email with panel access
  • Update WHMCS status

Welcome Email Templates​

Web Hosting Welcome Email​

Subject: Your Web Hosting Account is Ready!

Hi [Client Name],

Welcome to Alfie Web Solutions! Your web hosting account has been set up and is ready to use.

Login Details:
Control Panel: https://da.alfieweb.com:2222
Username: [username]
Password: [password]
Domain Access: https://[domain].com:2222 (after DNS propagation)

Your Domain:
Primary Domain: [domain]

Nameservers (if needed):
ns1.alfieweb.com
ns2.alfieweb.com

Next Steps:
1. Login to DirectAdmin using the details above
2. Update nameservers at your domain registrar (if not done already)
3. Upload your website files to /public_html/
4. Set up email accounts if needed

Documentation: https://docs.alfieweb.com/
Support: https://portal.alfieweb.com/submitticket.php

We recommend changing your password on first login.

If you need help getting started, please don't hesitate to reach out!

Best regards,
Alfie Web Solutions Team

Email Service Welcome Email​

Subject: Your Email Service is Ready!

Hi [Client Name],

Your professional email service has been activated!

Webmail Access:
URL: https://mail.alfieweb.com
Email: [mailbox@domain.com]
Password: [password]

DNS Configuration:
[If we manage DNS:]
We've configured all DNS records for you. Your email should be working within 24-48 hours.

[If client manages DNS:]
Please add the following DNS records to your domain:
[Insert DNS records from SmarterMail]

These records are essential for your email to work properly.

Email Client Setup:
Incoming (IMAP): mail.alfieweb.com:993 (SSL/TLS)
Outgoing (SMTP): mail.alfieweb.com:587 (STARTTLS)

Full documentation: https://docs.alfieweb.com/Email/

Need help? Open a ticket: https://portal.alfieweb.com/submitticket.php

Best regards,
Alfie Web Solutions Team

Documentation & Training​

Client Portal Introduction​

Ensure clients know:

  • How to access portal: https://portal.alfieweb.com
  • How to open tickets
  • Where to view invoices
  • How to manage services
  • Where to find announcements

Documentation Access​

Direct clients to:

Initial Support​

First 48 hours:

  • Monitor for incoming tickets
  • Be responsive to setup questions
  • Proactively check if services are working
  • Verify DNS propagation for domains

Follow-Up​

24-Hour Check-In​

Day after provisioning:

  • Send friendly check-in email
  • Ask if they need help with setup
  • Verify services are accessible
  • Address any immediate concerns

Template:

Subject: Checking In - How's Everything Going?

Hi [Client Name],

Just wanted to check in and see how things are going with your [service name].

Have you been able to:
- Access your account?
- Upload your website/set up your email?
- Get everything configured?

If you have any questions or need assistance, please don't hesitate to reach out. We're here to help!

Best regards,
[Your Name]
Alfie Web Solutions Team

One Week Follow-Up​

After one week:

  • Verify client is satisfied
  • Check if they have additional needs
  • Ask for feedback
  • Offer additional services if relevant

Common New Client Questions​

"How long does setup take?"​

"Most services are provisioned within 2-4 hours during business hours. You'll receive your welcome email with login details once setup is complete."

"Can you help me set up my website?"​

"We provide hosting and can assist with basic DirectAdmin configuration. For website development or migration, we offer consultation services. Would you like to discuss this further?"

"My email/website isn't working yet"​

"DNS propagation can take 24-48 hours. If it's been longer, let's check your DNS settings together. Can you open a support ticket with your domain name?"

"Can I upgrade later?"​

"Absolutely! You can upgrade your plan anytime through the client portal or by contacting support. We'll handle the migration seamlessly."

"Do you offer backups?"​

"Yes! All hosting accounts include daily automated backups. We retain [X days] of backups. You can also create manual backups in your control panel anytime."

Red Flags During Onboarding​

Watch for:

  • Excessive resource usage immediately
  • Suspicious website content
  • Spam activity
  • Violation of terms of service
  • Abusive behavior toward support staff

Action:

  • Document concerns
  • Discuss with Tom/Alfie
  • Suspend service if necessary
  • Refund if appropriate

Onboarding Best Practices​

  1. Be prompt - Provision within business hours, ideally within 2-4 hours
  2. Be clear - Set expectations on timelines and DNS propagation
  3. Be helpful - New clients may need extra guidance
  4. Be available - Monitor tickets closely first few days
  5. Be proactive - Check in, don't wait for problems
  6. Be professional - Maintain friendly, professional tone
  7. Document everything - Add notes to client account in WHMCS

Tools & Systems​

WHMCS:

  • Order management
  • Client information
  • Service status
  • Invoicing

DirectAdmin:

  • Web hosting provisioning
  • Account management

SmarterMail:

  • Email service setup
  • Mailbox creation

Pterodactyl:

  • Bot hosting provisioning
  • Server management

Client Portal:

  • Client support tickets
  • Service management
  • Documentation (if linked)

Checklist: Complete Onboarding​

For each new client, ensure:

  • Order reviewed and approved
  • Payment confirmed
  • Service(s) provisioned correctly
  • Credentials generated and secure
  • Welcome email sent
  • DNS configured or instructions provided
  • WHMCS status updated to Active
  • Client notes added
  • 24-hour check-in completed
  • Client satisfied and services working

Resources​

  • WHMCS Admin: [URL]
  • DirectAdmin Reseller: [URL]
  • SmarterMail Admin: https://mail.alfieweb.com/admin
  • Pterodactyl Admin: [URL]
  • Password Manager: [Tool name]
  • Internal Communication: [Discord/Slack/etc.]