FAQs about Transend’s offerings

There are many email systems and file types not listed that are supported through a standard format. If your email system or file type is not listed, please Contact Us. The likelihood is we do support it.

Transend Migration Console supports the migration of the following user mailbox objects:

• Email
• Calendars
• Contacts
• Tasks
• Archives

When purchasing Transend’s Professional Services, the migration of the following non-user mailbox objects can be supported:

• Rooms / Resources
• Groups / Distribution Lists
• Delegation
• Aliases
• Other Active Directory attributes

Transend Migration Console runs on Windows only. However, there are options for Mac users:

• Boot Camp Assistant – Install Windows 10 on your Mac (free of charge)
• Parallels – run Windows on your Mac
• Launch a Windows VM on your Mac.

Transend products run on English versions of Windows only. Set the Windows display language to English to ensure services operate correctly.

A Free Trial version of Transend Migration Console is available for download on the Transend website. The Free Trial allows users to evaluate all features of the software, but will limit you to the migration of 5 items per folder/address book/calendar.

You can purchase online with a credit card or via PayPal. Alternatively, you can issue a Purchase Order and pay by Wire Transfer, PayPal, or Company Check.

Transend’s remittance address is:

Transend Corporation
Attn: Accounts Receivable
855 14th Ave.
Menlo Park, CA 94025

For wire transfer details or Transend’s Federal Tax ID number, please Contact Us.

Once we receive a valid Purchase Order, we will send you an invoice with net-30 day payment terms.

All listed pricing is in US Dollars, and Transend accepts payment in US Dollars only. Transend is to be paid the full amount defined in each quote/invoice. Any taxes that must be deducted by a foreign or domestic government are to be assumed and paid by Company. No taxes shall be deducted from the fees due to Transend.

All Transend products are available for download on a try-before-you-buy basis. We provide a free trial of the software to let you fully evaluate our products before making a purchase decision. During your trial, and after you’ve purchased the software, our support staff is available to assist with product usage issues via email or telephone. We strongly recommend that all customers download, install, and test the trial version of any product prior to making a purchase.

In certain instances, if due to technical difficulties or platform incompatibilities the software will not function properly, we may, at our discretion, issue a refund. In such instances, we require that you have contacted (and received) technical support to ensure you have taken all necessary steps to correctly operate the software prior to being eligible for a refund. In order to provide the appropriate level of technical support, Transend requires customers are able to provide software log files, as requested. Unused licenses do not expire and can be used at any time. As such, unused licenses are not subject to refund.

Customers who purchase licenses to migrate to Amazon WorkMail rather than requesting free production licenses are entitled to enhanced Support & Maintenance that free licenses are not bundled with. Transend is not able to offer refunds to paying customers who later request free production licenses to migrate to Amazon WorkMail.

Transend does not offer refunds on service engagements.

Standard Support terms include 1 year of Support & Maintenance from your date of purchase, while Limited Support terms include 6 months of Support & Maintenance from date of purchase. All customers may upgrade to the latest version of Transend Migration Console during their active Support & Maintenance term free of charge.

If your Support & Maintenance period has expired, the upgrade fee is 50% of your original purchase price.

Transend’s remittance address is:

Attn: Accounts Receivable
855 14th Ave.
Menlo Park, CA 94025

Transend offers Limited and Standard support with each purchase of Transend Migration Console. For more information about the specific support packages, please view definitions of support terms.

Limited Support:

• General:
  • Level 1 Support Engineer only
  • Maximum response time of 24 hours (M-F, 9am-5pm Pacific)
  • Coverage term (6 months from date of purchase)
• Communication:
  • Email only
• Installation:
  • Single machine instance only
• Troubleshooting:
  • Basic feature advice only

Standard Support:

• General:
  • Level 2 & 3 Support Engineer
  • Development team access (indirect)
  • Maximum response time of 12 hours (M-F, 9am-5pm Pacific)
  • Coverage term (1 year from date of purchase)
• Communication:
  • Email
  • Telephone
  • Scheduled meetings / screen sharing
• Installation:
  • Single machine instance
  • Multiple remote instances (Remote Agents)
• Troubleshooting:
  • Basic feature advice
  • Remote Agents
  • Review of Errors/Warnings (defined in logs)
  • Code debugging

Notes:

• Issues that require an L2 engineer or the development team require Standard Support.
• For more information about the specific support packages, please view definitions of support terms.

Either Limited or Standard Support is included with all purchases.

Consulting services are available at additional cost for customers who require guidance related to planning, architecture, methodology or environmental considerations.

Project Planning:

• Migration farm setup
• Scaling and optimization
• Testing (Pilot) methodology
• Production migration approach

Environmental Considerations:

• Source / Target platform preparation
• Network recommendations

Product Optimization:

• Advanced setup and installation best practices
• Advanced configuration and usage

Result Validation:

• Review completion reports & logs
• Remediation recommendations

Consulting services can be purchased at any time. Please contact us for more information.

Transend’s normal support hours are 9am – 5pm (Pacific), Mon – Fri.

Extended Support: If you will be performing a migration during non-business hours, or anticipate a need for support during non-business hours, please contact us to purchase Extended Support. In most cases we require at least 7 days advanced notice so we can schedule a support engineer to be available.

One license is required for each mailbox requiring migration. User mailboxes, shared mailboxes, public folders, service mailboxes, etc. all require their own license.

Each licenses allows you to migrate a respective mailbox as many times as necessary. Powerful deduplication features allow for delta migrations to support both big bang and phased migrations.

Transend Migration Console should only be installed on a single machine. However, depending on the Edition you purchased, you may scale your project by installing Transend Remote Agent(s) on as many machines as your licensed Edition will allow.

View details on the different Editions and their scalability benefits.

Absolutely not! You only need to purchase licenses for the number of mailboxes you need to migrate.

Yes, Transend offers discounts for all of the above. Please Contact Us to request discounted pricing.

For Education customers, Transend provides significant discounts to student accounts. When requesting pricing, it’s important to differentiate staff/faculty from students, as Transend provides much more aggressive discounts to students than all other users.

Yes, although it’s only recommended for unusual circumstances or specific use cases that render it more effective, which is rare.

Transend Migration Console integrates the exact same migration engine, while adding enhanced functionality that is lacking in Transend Migrator. However, you may still evaluate and purchase Transend Migrator, now called Transend Migrator (Classic).

Effective December 31, 2021, Transend deprecated all support for Transend Migrator (Classic).

Please Contact Us to request Transend Migrator (Classic).

Express Migration Services include the following services within the Scope of Work: Onboarding

• Dedicated Project Manager & Engineer
• Secure access to a dedicated Project Portal
• Guidance obtaining onboarding credentials
• Define project plan

Setup & Configuration

• Configure dedicated Migration Farm in secure AWS cloud
• Prepare target platform
  • Register domain(s) in target
  • Provisioning services (Advanced Project Type only)
• Build and validate migration software configuration
• Prepare admin or end-user authentication; confirm connectivity to source/target environments
• Confirm DNS cutover date (“Go Live”) and migration schedule

Transition to target environment

• Pre-migrate data in advance of cutover
• Update DNS records to support mail flow into and out of the target environment (“Go Live”)
  • MX records; TXT for Sender Policy Framework (SPF); Autodiscover
• Perform data migration from source to target, including delta jobs
• Confirm results; remediate migration errors

Post-Migration Support (Managed Help Desk)

• User Support – L1 or L2 support to Users covering platform access and usage
  • Online access
  • Local desktop client (Outlook)
  • Mobile devices (native app, iOS, Android)
• Administrator (IT) Support – Guidance to administrators related to management features
• Training Materials – online Help Center with feature-based information and guidance
  • User Help Center
  • Admin Help Center

For more details, click here. For pricing information, click here.

Express Migration Services Terms & Conditions can be viewed here.

All Enterprise Professional Services projects include a custom Scope of Work, unique to each customer’s specific requirements. Please Request a Proposal for more details.

Transend’s normal business hours are 9am – 5pm (Pacific), Mon – Fri.

Extended Support – If you will be performing a migration during non-business hours, or anticipate a need for support during non-business hours, please contact us to purchase Extended Support. In most cases we require at least 7 days advanced notice so we can schedule a support engineer to be available.

You may contact Transend during business hours at (650) 324-5370

Please Contact Us for any reason, including to Request a Quote, request Technical Support, general Sales inquiry, Partner requests, etc.

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Transend fully complies with all GDPR rules and regulations. Please Contact Us for more details.