Runbooks
Point a domain at a new website
How do I repoint a domain to a new host without breaking mail?
Change only the address records for the web hostnames, never the apex to a CNAME, and leave MX and mail authentication alone. The mistake that causes an outage here is accepting the hosting provider's instruction to "point your domain at us with a CNAME", which at the apex can take mail down with it.
A web launch should be the least dangerous change on this list. It becomes dangerous when the hosting provider's setup guide is written for somebody with one domain and no mail.
# The apex problem
Static hosts and platforms often ask for a CNAME. A CNAME cannot exist at a zone apex alongside other records: RFC 1034 forbids it, and resolvers are entitled to ignore everything else at that name — including the MX. Some do, some do not, so mail becomes intermittent per-resolver, which is close to unfixable by argument.
- Use an A or AAAA record at the apex where the host publishes addresses.
- Use ALIAS/ANAME where your provider supports it — Cloudflare, DNSimple and others flatten it correctly.
- Or point the apex at a redirect and serve the site from www.
# The change
- Lower TTLs on the web records A day ahead if the launch is planned. This is the only part of a web launch worth planning.
- Change only the web records The apex A, the www record, and nothing else. MX, SPF, DKIM and DMARC are not part of a website change.
- Check the results cname-not-at-apex and cname-must-not-coexist both block. If either fires, the hosting instruction was written for a simpler situation than yours.
- Verify from outside And confirm the certificate on the new host covers both the apex and www before announcing it.
If the domain has CAA records and the new host uses a certificate authority not listed, issuance fails and the site serves a certificate error rather than nothing. It looks like a hosting fault and is a DNS one.
Thanks — noted.
Related
Raise a ticket from inside the platform and your tenant, plan and recent activity come attached automatically. A client currently offline is treated as urgent on every plan.