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

Post-Migration Support

Each project includes a post-migration support period for a 1-week term after the Cutover is completed.

Basic Support

Included with the Standard Project Type.

Includes support related to the data migration and access/usage of the cloud-based target platform via the web interface only.

  • Web access and mail routing/delivery in the target platform
  • Data migration troubleshooting and remediation, as necessary
  • Access to an online Help Center that includes admin and user focused training materials

Note: Basic Support does not include support related to local desktop applications (i.e. local Outlook clients) or mobile devices. Local Outlook clients and mobile devices are only supported by Transend as part of the Premium Support package.

If you require support related to an issue that is not supported by the Basic Support package, please let your Project Manager know and they will help you create a support ticket with your new mail platform provider (i.e. Microsoft or Google). If your request is supported by Premium Support, you may optionally upgrade to Premium Support for additional fees.

Basic Support is provided via your project portal, email, telephone or a scheduled screen sharing session.

Premium Support

Included with the Advanced Project Type.

Includes everything in Basic Support plus Advanced Project Type benefits.

Advanced Configuration
Up to 4 hours of support related to the following:

  • DMARC & DKIM record update (target mail provider only)
  • Local Outlook client and mobile device configuration guidance

Validate Results
Once your migration is complete, your Project Manager will schedule a meeting to review the following:

  • Migration Completion Reports
  • Risk areas and platform recommendations

Troubleshooting & Remediation

If you find that data did not migrate properly, please report the results in your project 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 Support period.
    • If migrating to a cloud-based platform (i.e. Microsoft 365 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 Support 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.

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.

Effective February 13, 2025 Managed Help Desk has been replaced with Basic Support and Premium Support, depending on the selected Project Type.