Onboarding

Setup

The setup phase is when Transend validates credentials provided by customer. Once credentials are successfully validated and necessary provisioning services have been performed, Transend will guide customer to schedule the cutover. At this time Transend will configure software and begin the migration.

Mailbox Migration Stages

Transend’s migration methodology is designed to ensure a quick and efficient cutover, with an optimized user experience.

  • Stage 1 – email messages sent/received within the recent 12-month period (performed pre-cutover)
  • Stage 2 – calendars/contacts/tasks + Stage 1 delta job (performed post-cutover)
  • Stage 3 – email messages older than 12 months (performed post-cutover)

Schedule Cutover

Your cutover is when DNS records are updated and email from external users is delivered to your new mail platform (“Go live”).

You may schedule your cutover only after you have updated your Onboarding doc, uploaded it to your Project Portal and received confirmation it has been successfully validated by Transend. At this point you will see a Schedule Cutover page in your Portal that allows you schedule your cutover.

If Transend performs the cutover (Transend updates DNS records):

  • Monday – Thursday (1pm – 5pm, US Central Time).
    • Migration processing will begin immediately after confirming mail flow into the target.

If Customer performs the cutover (Customer updates DNS records):

  • After Transend receives confirmation from Customer the DNS cutover has been performed and email is flowing into the target, Transend will begin migration processing immediately during normal business hours.

Custom Cutovers

If you need to cutover at a different day/time than is provided, please view the options for Custom Cutovers.

Post-Migration Support

Each project includes a post-migration support period called Managed Help Desk, which includes User and Admin support. Advanced projects include 2-weeks of Managed Help Desk and Standard projects include 1-week of Managed Help Desk. Your Managed Help Desk period begins after your cutover.

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 Manged 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 attachments

Depending on your target platform, large attachments to email messages may get detached during migration because they exceed the target’s size limits. In these cases, 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.

This file contains all detached attachments, organized by user, so that you can download the file and distribute 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.