When Everything Went Offline: Why IT Documentation and Ownership Matter

There is something I see far too often. A small business is running smoothly for years. Nothing has ever really gone wrong. There is no in-house IT person, just someone who set things up a while ago. The owner knows there are accounts and systems out there, but everything seems to be working fine, so it stays on the back burner.

Until one day, it is not fine anymore.

A Real Story From the Field

Someone reached out to me after a week like that.

They were not a client of mine. We had never worked together before. They were referred to me by another business I have supported for several years.

Their business had been around for a while. Great local reputation. Loyal customers. Friendly staff. Their technology had never given them much trouble.

Then one Monday morning, their email stopped working. Not long after that, a customer called to say their website was down.

The owner assumed it was a simple issue and reached out to the person who had originally set everything up. That person had been a family friend who used to help with tech. He had handled their website, email, and domain. But now his number was disconnected. No reply. No access. No answers.

She looked him up online and found out he had moved across the country and was no longer in business.

She had no idea where her domain was registered. She did not have login credentials. She did not know what email system her company was using. She had no documentation.

For four full days, the business had no website and no way to send or receive email. She used her personal phone to take client calls and did her best to explain what was going on.

By the time she found me, she was overwhelmed and completely locked out of her own systems.

I helped her recover access to her domain and set up a new email platform. Then I connected her with a trusted local web developer who was able to rebuild her site. I made sure the domain and email were fully registered in her name. I helped her document all accounts and created a secure plan for managing it moving forward.

Lessons Learned and What I Recommend

This situation is more common than you might think. It is not just bad luck. It is the result of handing off IT to someone else and never asking for documentation or ownership.

If you run a small business, here are a few things I always recommend:

1. Own Your Domain

It should be registered under your name or your business name with your email on file. Do not let a third party register it for you. If they disappear, so does your access.

2. Know Where Your Email Is Hosted

If your email uses your domain name, you should know which platform it is on and have full administrative access.

3. Keep a List of All Your Accounts

This includes your website, email, cloud storage, payment systems, and software tools. Write down where each service is hosted, what it is used for, and how to log in. Store this list securely, but make sure someone you trust can access it in an emergency.

4. Use Your Own Payment Method

Your hosting, domain, and services should never be tied to someone else’s credit card. When that card expires or is canceled, your services could stop working. Always make sure the billing method is under your control.

5. Create a Dedicated Mailbox for IT Accounts

Set up a separate mailbox like itaccounts@yourbusiness.com. Do not use admin or info addresses, as they attract more spam. Use this mailbox only for IT-related logins, security alerts, and renewals. It keeps things organized and allows you to grant access to someone else without exposing personal or sensitive emails.

6. Document Your Network and Equipment

Create a basic network diagram that shows your modem, firewall, switches, and connected devices. Keep an up-to-date inventory of all computers and equipment with purchase dates and serial numbers. Label everything clearly so you know what it is, where it is, and what it does.

7. Keep a Vendor Contact List

Make a list of vendors for all critical systems. Include the vendor name, website, email, phone number, and a point of contact if you have one. This makes it easy to get support or handle renewals quickly.

You Do Not Have to Figure This Out Alone

The business owner who called me is now a client. I manage their accounts and update their documentation whenever things change. I keep their network diagram current. I track new devices and keep their inventory organized. I also maintain their dedicated IT mailbox so that all alerts and renewals go to the right place, not a forgotten inbox.

This is exactly the kind of support I provide. I take the hassle out of managing IT so you can focus on running your business. I can help you create detailed documentation, map your network, organize your accounts, and set up a secure mailbox for IT communication.

If you are ready to get organized and take control of your technology, I am here to help.