Challenge
The client, an established European chemical company with a base in the West Midlands, had separate organisations involved in the domain, hosting and Google Workspace email. When problems arose, the incumbent provider referred the client to Google instead of investigating the complete setup, leaving the client with complex self-service documentation and no one taking ownership. A technical review found that the live DNS had not been configured correctly.
Solution
WEBS first mapped the domain, nameservers, DNS zone, website hosting and Google Workspace mail route. The required records and dependencies were documented, the destination hosting and management arrangements were prepared, and the website, domain services and DNS were moved in a controlled order. Email-critical records were corrected and verified before the previous service was retired.
Outcome
The client moved to one technical partner able to manage the website, hosting, domain, DNS and Google Workspace dependencies together. The corrected configuration removed the underlying DNS issue, reduced the risk of future disruption and gave the client a clear support route when any connected service needs attention.
The client is an established European chemical company with international operations and a base in the West Midlands. Its website, domain and business email had reached a point where they could no longer be treated as unrelated services.
The domain and hosting company controlled an important part of the setup, while email was delivered through Google Workspace. When the client needed help, the incumbent provider treated the email problem as Google’s responsibility and directed the client elsewhere. In practice, the support route available to the client led to extensive online documentation rather than someone investigating and resolving the complete problem.
That left the client caught between providers. Google Workspace could only operate against the DNS records published for the domain, while the company responsible for those records was not taking ownership of the end-to-end configuration.
The underlying DNS problem
The first requirement was to establish how the live services were actually connected. This meant checking:
- domain ownership and registrar access;
- the authoritative nameservers;
- the complete live DNS zone;
- website and database hosting;
- Google Workspace MX and verification records;
- SPF, DKIM and DMARC email authentication;
- website forms and any other services sending email; and
- SSL, redirects, subdomains and third-party dependencies.
The review found that the existing host had not configured the DNS correctly. This was not a problem that could be solved reliably by asking the client to work through generic Google documentation or by changing isolated records without understanding the rest of the setup.
Why the client needed to move
The immediate DNS fault mattered, but the larger issue was responsibility. The client needed a provider capable of supporting the entire chain: domain, DNS, website hosting and Google Workspace dependencies.
With several companies each responsible for only one part, it was too easy for support requests to be passed elsewhere. No single provider was checking how a change to the DNS could affect the website, inbound mail, outbound authentication, contact forms and other connected services.
The move was therefore about more than changing web servers. It was about replacing a fragmented arrangement with joined-up technical management and a clear point of accountability.
A controlled migration
WEBS documented the current setup before making changes. The new environment and DNS configuration were prepared first, with the website and email dependencies tested in the correct order.
The migration covered the website, hosting, domain management and DNS, while preserving the client’s Google Workspace service. MX and authentication records were corrected and checked so that the hosting move did not create an avoidable email outage. The previous service was retained until the new setup had been verified.
This approach separated the tasks that needed to change from the services that needed to remain stable. It also created a usable record of the working configuration for future support.
One provider able to handle the complete setup
The client now has one technical partner able to trace a problem across the whole service rather than looking at a single dashboard and passing the issue on.
If email delivery fails, the investigation can include the live DNS, Google Workspace routing, authentication records, website forms and server configuration. If the website or domain needs to change, the email dependencies are considered before anything is moved.
For businesses facing a similar situation, WEBS provides DNS and business email support as well as a managed website and domain migration service. The aim is simple: understand every dependency, make changes in the right order and give the client one clear route to practical support.