Assign one billing owner to each recurring hosting service Assign one authoritative billing record to each recurring hosting service and document which processes may invoice, collect payment and renew the…

Build a hosting customer onboarding checklist Hosting onboarding is complete when the customer can access the right service, understand their next steps and reach support. An automated welcome email…

Close a hosting service without losing required records Close a hosting service through a recorded offboarding process that addresses data, access, billing and provider resources. A customer asking to cancel…

Define acceptance checks for a completed website migration Agree migration acceptance checks before moving a customer website. A successful copy operation is one milestone; acceptance should establish that the…

Define support responsibilities between a reseller and provider Define the responsibilities of your hosting reseller business, upstream provider and customer before selling the service. Clear ownership shortens…

Investigate a hosting invoice dispute with a clear record Investigate a disputed hosting invoice by tracing the agreed service, billing period and settlement history. A clear record helps you correct an error…

Keep a useful timeline during a hosting incident Keep one incident timeline that separates observations, decisions and actions. The record supports recovery while work is in progress and makes the…

Maintain a licence and integration inventory for a hosting business Maintain a licence and integration inventory so your team knows what each installation depends on, who manages it and what must be checked before an…

Manage test accounts and credentials for billing integrations Give each billing integration a controlled test environment and credentials appropriate to its purpose. A copied production database can contain working…

Map each hosting plan to its actual technical delivery Maintain a delivery record for every hosting plan so the website description, billing product and provider package agree. This record makes launches,…

Monitor prepaid supplier balances before automated orders fail Monitor prepaid supplier balances as part of service delivery. A customer can successfully pay your invoice while the upstream order fails because your…

Plan customer communication for hosting maintenance A useful maintenance notice tells affected customers what will change, when it will happen and what they need to do. Prepare the notice from the…

Prepare a hosting reseller launch checklist Launch a hosting reseller offer only after one complete customer journey works: order, payment, provisioning, access, support and renewal. This…

Prepare a useful escalation to your upstream hosting provider A useful provider escalation states the affected resource, observed failure, impact and exact help needed. Send a compact evidence record so the…

Reconcile hosting orders invoices payments and provisioned services Reconcile hosting by connecting four records: the customer's order, the invoice, the payment and the delivered provider resource. Matching only invoice…

Record and review changes to customer hosting services Use a concise change record when modifying a customer service in a way that affects availability, data, access or billing. The record should make the…

Run and document a hosting backup restore exercise Test a hosting backup by restoring it into an isolated destination and checking the recovered application. A completed backup job proves that a process…

Set recovery objectives for hosting services Set recovery objectives around the business effect of losing data or service access. These objectives guide backup frequency, recovery procedures and…

Verify account authority before changing hosting access Verify both identity and account authority before changing hosting access. A person may be a legitimate user of one client account while lacking…

Write a handover runbook for a hosting service A hosting handover runbook should let another authorised operator understand the service, perform routine checks and escalate an incident without…