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I've just moved a client's email services over from my host to Google Apps. I would like to hand over a document providing all they (or their agent) need should I not be available etc.

How are such documents normally structured, and what level of detail should they contain? I know user names and passwords are essential, and instructions on how to manage domains on Google Apps are over the top, but what is a commonly used middle ground?

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If you're done with the project, it's already too late for good documentation, IMO. You need to document while you're in process, not after the fact. – EEAA Apr 19 '10 at 2:10
sounds like a make-work project (hope it's billable!): you could just as easily send them some relevant links to the Google Apps documentation. – gravyface Apr 19 '10 at 2:18
up vote 2 down vote accepted

I am not sure how the documents would normally be structured, but in this scenario I would think documenting the following is appropriate...

  • administrative usernames and passwords
  • guidelines for creating new accounts (e.g. naming conventions)
  • changes you made to MX records
  • changes you made to DNS
  • cautionary statements about making changes to DNS if they have the ability
  • links to access their services (e.g. the DNS entries you setup)
  • links to Google's client oriented documentation (pop3/imap/smtp instructions etc...)
  • links to Google's administrative oriented documentation

One to two pages should be sufficient. Include a short summary of what Google Apps is and how it is different than hosting your own email or using your ISP's services.

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We tend to hand over build guides - if it contains a systematic description of how to build the system from scratch, it's probably got all the essential details. Add an FAQ or links to Google's howtos, and you should be fine.

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