Onboarding | Project Phases | Best Practices | Glossary of Key Terms
Managed Help Desk
If your Agreement was signed before February 13, 2025, it may include reference to a legacy support package called Managed Help Desk, which has been replaced with Basic Support and Premier Support packages, depending on the selected Project Type.
The legacy Managed Help Desk package included the following for a 1-week term after the Cutover is completed:
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
Managed Help Desk included 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 the Managed Help Desk package. 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 Support is provided via your project portal, email, telephone or a scheduled screen sharing session.
If Managed Help Desk is included in your Scope of Work, coverage is for a 1-week period after the cutover.
- Each week includes up to 10 hours of support.
- Support is provided M-F, 9:00am – 5:00pm (Central).
- Response time is not to exceed 24 hours from inquiry, and usually is significantly sooner.
- Includes support of Microsoft 365 and Google Workspace email-related services.
- It does not include support of issues outside of the target messaging platform, local applications or services or mobile devices.