Overview
This document outlines the process for onboarding new customers to MailRoute's hosted email service. The process ensures a smooth transition with minimal email disruption for customers, whether they're setting up a new domain or migrating from an existing email provider.
Prerequisites
- Customer has an active MailRoute account
- Domain ownership verification documents (if required)
- List of email users and their desired passwords
- Current email server configuration (if migrating from existing provider)
Phase 1: Initial Setup
1. Account Creation
- Create customer account in MailRoute Control Panel
- Add customer domain(s) to Control Panel
-
Configure initial routing based on domain status:
- For existing domains: Configure routing to current mail servers temporarily
2. Information Collection
-
Request from customer:
- Complete user list in CSV format:
- Required columns: email address, password
- Format requirements: UTF-8 encoded, no special characters
- Migration preferences (yes/no)
-
If migration is requested, additional requirements:
- Source email server credentials
- IMAP hostname/IP address
- Screenshot of working email client configuration
- Approximate mailbox sizes and counts
Phase 2: Pre-Migration Setup
1. Account Provisioning
-
Create user accounts in MailRoute system
- Bulk import from provided CSV
- OR provide customer with self-service account creation instructions
2. Initial Migration (If Requested)
- Verify source server access
-
Begin initial synchronization
- Expected duration: 24-48 hours depending on data volume and source server limitations
- Monitor progress and handle any transfer issues
- Document any failed transfers or issues for follow-up
Phase 3: Cutover Process
1. DNS Preparation
- Provide customer with required DNS records:
- Note current MX record TTL for cutover timing
2. Client Configuration
- Distribute email client configuration guides to customer
- Provide support for any configuration issues
- Verify test accounts are working correctly
3. Service Transition
- Customer implements DNS changes
- Support team verifies DNS propagation
-
After 2x TTL period:
- Place email delivery on hold
- Perform final incremental sync (if migration requested)
- Update domain routing (we will provide)
- Release email hold
- Verify mail flow
Phase 4: Post-Cutover
1. Verification
- Confirm successful email delivery
- Verify all user accounts are accessible
- Check DKIM/DMARC/SPF functionality
2. Final Steps
- Document any outstanding issues
- Provide customer with support contact information
- Schedule follow-up check (recommended: 48 hours post-cutover)
Common Issues and Troubleshooting
- DNS propagation delays
- Email client configuration problems
- Migration interruptions
- Password complexity requirements
- SPF record conflicts
Support Contacts
- Technical Support: support@mailroute.net
- Account Management: sales@mailroute.net
Comments
0 comments
Article is closed for comments.