Onboarding | Project Phases | Best Practices | Glossary of Key Terms

Post-Migration Support

Each project includes a post-migration support period called Managed Help Desk, which includes User and Admin support for a 1-week term after the Cutover is completed.

Managed Help Desk includes support related to migrated data and access/usage of the cloud-based target platform via the web. Local desktop applications (i.e. desktop Outlook clients) and mobile devices are not supported by Transend. If you require support related to an issue that is not supported by Transend, please let your Project Manager know and they will instruct you how to create a support ticket with your new mail platform provider (i.e. Microsoft or Google).

Managed Help Desk

Includes platform feature and usability support to Users and Admins once you have transitioned to the new platform.

  • User support
  • Admin support
  • Training materials
  • Migration data remediation

Support can be provided via portal, email, telephone or a scheduled screen sharing session.

Remediation
If you find that data did not migrate properly, please report the results in Portal. Transend will attempt to remediate all reported issues that can be fixed.

  • It is Customer’s responsibility to report specific errors that require a fix during the Managed Help Desk period.
    • If migrating to a cloud-based platform (i.e. M365 or Google Workspace), reported issues must be from viewing data online and not in a locally installed application (i.e. local Outlook).
  • Any troubleshooting or remediation requested after the Managed Help Desk period has expired will likely require additional fees.
  • Any custom or specific preferences related to data fidelity or otherwise that require Transend to update its software configuration beyond the “out of the box” configuration must be communicated to Transend prior to migration processing. Any preferences communicated to Transend after migration processing has begun that requires a rerun or remediation will result in additional fees.

Oversized messages or attachments

Depending on your target platform, large attachments to email messages may get detached during migration.

Detaching select attachments during migration helps ensure that all messages are successfully migrated even if they (a) include individual attachments that exceed the target platform’s default attachment size limit, or (b) combine attachments, embedded objects and/or large message bodies that collectively exceed the target platform’s default max message size limit.

When attachments are detached during migration, Transend will display a stub in the target message indicating the attachment was detached. After the migration is complete, Transend will upload a zip file called “customer_artifacts” to the Files tab. Transend’s detachment criteria takes into account the target platform’s default limits, with built in logic that includes a buffer to ensure messages aren’t rejected due to size.

This “customer_artifacts” file contains all detached attachments, organized by user, so that you can download the file and easily distribute detached attachments to users. Your Project Manager will post a message when this file is ready for download. If no file is uploaded it means there were no detached files.

If you have any concerns about the default limits in Transend’s migration software, please bring it to your Project Manager’s attention during the Setup phase. Any custom preferences communicated to Transend after migration processing has begun that require adjustment to the default configuration settings and a rerun or remediation will result in additional fees.