Express Migration Services

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

Onboarding

• Dedicated Project Manager & Engineer
• Secure access to a dedicated Project Portal
• Review Onboarding deliverables
• Prepare custom Project Plan

Setup & Configuration

• Configure dedicated Migration Farm in secure AWS cloud
• Prepare target platform
  • Register domain(s) in target
  • User account provisioning
  • Advanced provisioning (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

• Stage-1 migration 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
• Stage-2 and Stage-3 migrations, including delta/catch-up sync 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
• 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

Just because we’re migration experts doesn’t mean we expect you to be! Express Migration Services are designed to support all types of users and organizations, including those with limited technical skills.

Your Project Manager will guide you through providing Transend with requested deliverables, which usually include:

• Admin credentials to the source and target platforms
• User List
• If necessary, DNS registrar credentials

If admin credentials cannot be provided, end-user passwords will be required.

Once we have the requested credentials, we perform all the work from there.

We will ensure all considerations are addressed so there is no downtime or disruption to end-users, and your transition to the new environment is seamless and hassle-free!

Once Express Migration Services are purchased, Transend can started right away!

All Customers will receive an invitation to their dedicated Project Portal within 1 business day. Within that Project Portal will be all relevant information and guidance needed to get started.

Most projects can be completed within a few days from the date migration processing begins, although the number of accounts and amount of data in scope impact the timeline.

Your dedicated Project Manager and Engineer will be ready to begin right away, and with robust scalability and rapid throughput capabilities, Transend’s optimized technology supports a quick turnaround!

Cutovers are when you officially transition to (or “Go Live”) in the new platform, and all new incoming mail is routed to the new platform. Transend will communicate all relevant considerations leading up to the cutover, and will let you schedule a cutover date that meets your needs.

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

• Monday – Thursday (12:00pm – 3:00pm 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 Customer has a need to cutover at a different day/time than is provided, please view the options for Custom Cutovers.

All Transend engineering resources and personnel are based in the United States. Transend has offices in every US time zone.

All projects include a Post-Migration Support period called Managed Help Desk.

Managed Help Desk:

Depending on your Project Type, you will receive either 2-weeks (Advanced) or 1-week (Standard) of post-cutover support to Users and Admins via phone, email, and remote screen share, as necessary.

• User Support – L1 or L2 support to Users covering web-based platform access and usage
• 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

Unless you selected an archive as your source or target, archives can be migrated as separate (add-on) projects.

Supported archives include:

• Online archives (i.e. M365 In-Place archive)
• Archives stored on a network share
• Locally stored archives (i.e. PST or NSF files stored on a user’s workstation)

The following Terms & Conditions shall apply to all Express Migration Services defined in a proposal provided by Transend or purchased through the Transend website (together with the purchase details, the “Agreement”). Transend will provide the Transend Services (“Services”) to Customer as defined during purchase on the website or through a proposal and in the FAQs defined on Transend’s website (together the “Scope of Work”).

1. CUSTOMER RESPONSIBILITIES

1.1 Provide administrative access to all physical, virtual and logical systems required for migration (as requested).

a) If administrative accounts that support end-user authentication cannot be provided, provide end-user passwords for accounts to be migrated. Note: If Google Workspace or Microsoft 365 are in scope and an admin account cannot be provided, additional fees will be required, as Google Workspace and Microsoft 365 only allow one account to be migrated at a time with end-user credentials. Multi-party approval may be required to enable domain-wide delegation in Google Workspace. If domain-wide delegation cannot be enabled, additional fees may be required.

b) Transend can only migrate what it can read through admin authenticated API’s.

c) If Customer’s source platform does not support a direct migration of select data types (i.e. IMAP does not support calendars, contacts or tasks) or direct access to the message store (POP accounts, encryption or otherwise), Customer is to provide Transend with an export of these data types in a file format Transend supports for migration (PST, MBOX, etc.) to be migrated in a single-pass after the cutover.

1.2 As necessary, ensure all recommended Performance Guidelines / System Requirements are met.

1.3 Customer has represented an accurate amount of user accounts to be migrated. Any differences from those totals shall result in the following additional fees:

a) Each additional mailbox and/or User Drive beyond the amount specified in the Scope of Work require additional fees as defined in the pricing calculator above. Any custom requirements or Shared Drives will also be taken into account.

b) Each additional GB beyond 100 GB is $10.00 per GB.

1.4 Customer shall provide accurate credentials in the User List.

a) If any account credentials are identified as inaccurate once the migration has been initiated (due to bad credentials, account not provisioned or licensed, passwords changed, etc.), those accounts will be skipped during the initial migration. Transend will notify Customer about the specific accounts that require remediation. When Customer provides updated credentials Transend will re-attempt to migrate the skipped accounts. If a 3rd attempt is required, the skipped accounts can be migrated by Transend (after account problems are resolved by Customer) but will require additional fees.

b) Any accounts that fail Transend software validation (in source or target) will not be migrated as part of the original migration and may require additional fees to migrate as a follow-up migration if not remediated promptly.

c) Any accounts that Customer defines in the User List that are not provisioned or licensed in the target will be provisioned and/or licensed by Transend.

1.5 Any requested services that are not defined in the Scope of Work may require additional fees.

1.6 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.

1.7 Any requested deviation from Transend’s 3-stage or Single-pass migration methodology requires an Amendment that may also require additional fees.

1.8 All target mailboxes and/or drives must include enough storage capacity for the amount of source data to be migrated into the target account. Any remediation required due to errors generated from lack of target storage could result in additional fees.

1.9 If a file migration is in scope, unless it is specifically defined otherwise in your Project Plan it is Customer’s responsibility to recreate file and/or folder permissions in the target after the file migration has completed. Transend does not migrate file/folder sharing permissions between Shared Drives and/or SharePoint. Select file and folder sharing permissions can be migrated between User Drives (My Drive/OneDrive) upon request. Shortcuts must be recreated in the target by Customer.

1.10 If a file migration is in the project’s scope, Customer must ensure the source tenant’s default settings allowing files to transfer outside of the source tenant are configured. If custom settings preclude file transfer outside the source tenant, Transend is not able to perform the file migration until the custom settings are adjusted.

1.11 If a file migration of Company files is in scope (Google Shared Drives, Microsoft SharePoint, Local File Share) Customer must set up and configure the target Shared Drives or SharePoint site document libraries prior to migration. If Microsoft SharePoint is the source, it is assumed that the number of document libraries does not exceed the number of SharePoint sites defined in scope. Any overages require document library consolidation by Customer or additional fees may apply.

1.12 If Transend is unable to connect Customer’s domain in the target tenant, Customer must resolve issues preventing the domain from being added. Any support required of Transend to help resolve domain registrar issues may require additional fees. Domain registrar issues include, but are not limited to, issues relating to domain ownership or authorization, domain registration in another tenant, and domain transfers between DNS registrars.

1.13 If the Standard Project Type is selected, it is Customer’s responsibility to provision all required advanced objects and properties in the target. If the Advanced Project Type is selected, Transend can provision “cloud only” objects and properties if the source and target platforms are supported by Transend’s provisioning tools.

1.14 Customers with user settings in the source platform set to a language other than English must ensure the target platform is set to the same language as the source prior to migration. If user settings in the source and target platforms are set to different languages, folder duplication (in different languages) will likely occur. It is Customer’s responsibility to communicate all non-English considerations to their Project Manager during the Setup phase. If Customer wants to confirm folder names are created in the target as expected during migration, Customer may request an optional Pilot Migration to be performed. Additional fees are required to perform an optional Pilot Migration, or remediation due to source and target platforms being set to different languages.

2. GENERAL PROJECT DETAILS

2.1 It is assumed all source accounts in the migration scope reside on a single source tenant unless it’s specifically defined otherwise in Supplemental Terms & Conditions. If accounts in the migration scope are hosted across multiple source tenants, or will be migrated to multiple target tenants and it is not communicated to Transend prior to purchase, additional fees may be required.

2.2 Any migration functionality that is not advertised by Transend cannot be expected to be performed unless specifically identified in the Scope of Work.

2.3 Any specific data fidelity requirements that are not supported by Transend software are not supported as a service without advanced notice and/or custom development services.

2.4 All timelines and expected project completion dates are estimates only and can change at any time.

2.5 All projects include a 30-minute kickoff meeting to discuss project requirements and the migration methodology. Advanced Project Types can also include a 30-minute Production Readiness meeting after the Setup phase is complete, upon request. All other communication shall take place in the project portal.

2.6 Mail routing Cutovers are performed in accordance with the Cutover Schedule. Customer may reschedule a Cutover that has already been scheduled and confirmed by Transend without additional fees as follows:

a) Customer provides Transend with no less than 24 hour advanced notice of intent to reschedule.

b) Customer reschedules Cutover to a date within 2 business days of originally scheduled Cutover.

2.7 If Customer reschedules the Cutover with less than 24 hour notice, or to a date beyond 2 business days from the original Cutover date, a $250 reschedule fee will be required. Any Cutovers rescheduled to beyond 1-week form the original Cutover date will require additional fees to be defined by Transend.

2.8 Any special considerations that need to be accounted for related to encrypted data require the Advanced Project Type. Transend may not be able to migrate encrypted data.

2.9 If Customer is migrating to Microsoft 365 and does not already have a Partner of Record assigned to its tenant, Transend shall register itself as Customer’s Microsoft Partner of Record.

2.10 Any project delays caused by Customer once the project has started may result in the project going into dormant status, with additional fees required to resume the project when Customer is ready. Your Project Manager will notify you when your project is at risk of going to dormant status. Restart fees for projects that are in dormant status are equal to 15% of the project cost, with a minimum of $300. If an optional Pilot migration has begun or the project is in the Production phase, additional fees may be required. After a project has been in dormant status for 60 consecutive days it will be closed out as completed. Any potential resumption after that date would be considered a new project which would require project initiation fees in accordance with Transend’s current listed price.

2.11 If Customer delays providing Transend with requested credentials by 30 or more days after project initiation, additional fees may be required (due to pricing changes or other considerations) once Customer is ready to resume the project.

2.12 When migrating from Google Workspace (even when migrating to another Google Workspace tenant), Google proprietary formats (Docs, Sheets, etc.) will be converted into Microsoft equivalents.

2.13 File migrations include files that are 1) In the user’s drive, 2) are Regular files or Google Docs Editors files, 3) owned by the user being migrated. Unless specifically defined otherwise, files are migrated as a Copy operation. Files in source user drives (OneDrive/My Drive) are copied to target user drives and files in organizational drives (SharePoint/Shared Drives) are copied to target organizational drives. If migrating between Google Drives, view the differences between the Copy v. Move operations.

2.14 If Managed Help Desk is included in your Scope of Work, coverage is for 1 week post-cutover for Standard Project Types, and 2 weeks post-cutover for Advanced Project Types. 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.

Each Managed Help Desk period includes remediation support, as necessary. Any required troubleshooting or remediation related to migrated data is to be performed after the entire data migration has completed. 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, Google Workspace), reported issues must be from viewing data online and not in a locally installed application (i.e. local Outlook). Transend may extend your Managed Help Desk term until issues that were reported within your original Manage Help Desk term are resolved, if a resolution is possible. Any troubleshooting, remediation or follow-up services related to new issues reported after the Managed Help Desk period has expired require additional fees.

2.15 Any changes to the User List after Transend has validated credentials and defined the Setup phase as Completed may result in project delays and/or additional fees.

2.16 Pricing for projects with multiple users migrating to or from personal/consumer accounts that don’t allow basic authentication (i.e @gmail.com) will require custom pricing.

3. OUT OF SCOPE

3. The following services are not included in the Scope of Work unless specifically defined in the Agreement’s Scope of Work or selected as an Optional Service:

a) Provisioning objects and properties in a local directory (i.e. Active Directory)

b) Migration of local email archives (i.e. files stored on local workstations) or archives stored in 3^rd party archiving solution (i.e. Enterprise Vault, Barracuda). However, if you selected a local file (PST, NSF or otherwise) as your Source platform, then those archives are included in your Scope of Work.

c) Migrations between Exchange and Microsoft 365 when a 2-way sync with local AD is configured, requiring a hybrid migration approach (only supported as an Enterprise Professional Service).

d) Pilot migration or testing (unless selected as an optional service)

e) Migration of end-user preferences (i.e. custom mail rules, policies, etc.)

f) Preservation of structured conversation threads

g) Purchasing/licensing target tenant, subscription or user accounts

h) Transferring a DNS domain from one DNS registrar to another

i) Email and calendar co-existence

j) Software enhancements

k) Migration of data from/to Google Collaborative Inboxes

l) Mail routing with 3rd party integrations (beyond DNS records)

m) Advanced configuration (i.e. local directory, directory sync, hybrid identity/migration, 3rd party integrations)

n) Configuration of local desktop clients (i.e. Outlook)

o) Admin takeover of unmanaged accounts in Microsoft 365 or Google Workspace.

p) Consulting services related to planning or additional service needs

q) Migrations into GCC High tenants (only supported as an Enterprise Professional Service)

3.2 Transend cannot migrate corrupt files or folders.

3.3 Any of the above referenced services (or any others not listed) can be added to the Scope of Work for additional fees, or as an Enterprise Professional Services engagement.

4. CONFIDENTIAL INFORMATION

4.1 In the course of performing the activities contemplated by this Agreement, each party may disclose Confidential Information to the other party. The party disclosing Confidential Information is the “Discloser”, and the party receiving the Confidential Information is the “Recipient”. “Confidential Information” is information which is: (a) marked as “confidential” and disclosed in writing or in a visual presentation which is marked as “confidential”, or (b) disclosed orally and identified as confidential at the time of disclosure and then described in detail and designated to show its confidential nature in a written message sent to the Recipient within thirty (30) days after disclosure, or (c) email data belonging to Customer, the identity of Customer users and administrators, and (d) the terms and conditions of this Agreement. Confidential Information shall not include and nothing in the Agreement shall prohibit or limit either party’s use or disclosure of information (including but not limited to ideas, concepts, know-how, techniques, and methodologies) that is: (i) known to or in the Recipient’s possession prior to receipt of Discloser’s Confidential Information, (ii) publicly (or become publicly) know or readily ascertainable through no breach of this Agreement by recipient; (iii) is rightfully received by the Recipient from a third party without a duty of confidentiality; (iv) disclosed by Discloser to a third party without a duty of confidentiality on/the third party; (v) is independently developed or learned by Recipient, or (vi) disclosed by Recipient with Discloser’s prior written approval.

4.2 Discloser is providing its Confidential Information to the Recipient solely relating to its performance under this Agreement, and those other parties with whom Recipient has written confidentiality agreements imposing confidentiality obligations no less restrictive than those contained in this section.

4.3 From the time Recipient receives Discloser’s Confidential Information until two (2) years after the termination of this Agreement, (the “Protection Period”), Recipient will protect the confidentiality of Discloser’s Confidential Information by using the same degree of care, but no less than a reasonable degree of care, to prevent the unauthorized use, dissemination or publication of the Confidential Information as Recipient uses to protect its own confidential information of a like nature. At the end of the Protection Period, Recipient’s obligations end.

4.4 If Recipient is required to reveal Discloser’s Confidential Information under a subpoena, court order or other operation of law, Recipient will provide, to the extent permitted by applicable law, reasonable prior notice to allow Discloser a reasonable opportunity to obtain a protective order.

4.5 Each Party warrants that it has the right to make the disclosures under this Agreement. EXCEPT AS SPECIFIED IN THIS SECTION, THE DISCLOSER PROVIDES CONFIDENTIAL INFORMATION “AS IS” WITHOUT WARRANTY OF ANY KIND.

5. PROCESSING OF CONFIDENTIAL INFORMATION

5.1 Transend shall only process Confidential Information for the purposes of fulfilling its obligations under this Agreement and shall not process, transfer, modify, amend or alter any Confidential Information or disclose or permit the disclosure of Confidential Information to any third party other than in accordance with Customer’s documented instructions.

6. TRANSEND PERSONNEL

6.1 Transend guarantees that it shall treat all Confidential Information as strictly confidential and that it shall inform all its employees and/or contractors engaged in processing Confidential Information of the confidential nature of such Confidential Information. Transend shall take reasonable steps to ensure the reliability of any employee and/or contractor who may have access to the Confidential Information, ensuring in each case that access is strictly limited to those persons or parties who need to access the relevant Confidential Information.
5.2 Transend shall ensure that all such persons or parties involved in the processing of Confidential Information have committed themselves to confidentiality or are under an appropriate statutory obligation of confidentiality.

7. SECURITY

7.1 Transend shall implement technical and organizational measures to ensure an appropriate level of security of Confidential Information. In assessing the appropriate level of security, Transend shall take account in particular of the risks that are presented by processing, in particular from accidental or unlawful destruction, loss, alteration, unauthorized disclosure of, or access to Confidential Information transmitted, stored or otherwise processed. The technical and organizational measures shall include in any case reasonable measures:

a) to ensure that the Confidential Information can be accessed only by authorized parties;

b) to protect Confidential Information against accidental or unlawful destruction, accidental loss or alteration, unauthorized or unlawful storage, processing, access or disclosure;

c) to identify vulnerabilities with regard to the processing of Confidential Information in systems used to provide Services to Customer.

8. INDEMNITY

8.1 Transend indemnifies Customer and holds Customer harmless against all claims, actions, third party or Supervisory Authority claims, losses, damages and expenses incurred by Customer and arising directly or indirectly out of or in connection with a breach of this Agreement by Transend.

8.2 Customer is not liable for any damage or cost, either by contract or tort, towards Transend, except in case of gross negligence or willful misconduct.

9. LIMITATION OF LIABILITY

9.1 IN NO EVENT SHALL TRANSEND BE LIABLE FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL, EXEMPLARY, SPECIAL, PUNITIVE OR SIMILAR DAMAGES ARISING OUT OF OR RELATED TO THE SERVICES. THE TOTAL CUMULATIVE LIABILITY OF TRANSEND ARISING OUT OF AND RELATED TO THE SERVICES WILL NOT, REGARDLESS OF THE NUMBER OF INCIDENTS OR CAUSES GIVING RISE TO ANY SUCH LIABILITY, EXCEED THE FEES PAID TO TRANSEND IN RESPECT OF THE SERVICES GIVING RISE TO THE CLAIM. THESE LIMITATIONS ON LIABILITY SHALL APPLY TO THE MAXIMUM EXTENT PERMITTED UNDER APPLICABLE LAW, REGARDLESS OF THE CAUSE OF ACTION OR BASIS OF LIABILITY (WHETHER IN CONTRACT, TORT OR OTHERWISE), EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

10. PAYMENT TERMS

10.1 If not purchased through the Transend website, upon receipt of a signed Agreement Transend will provide an invoice with payment due upon receipt of invoice. Transend requires proof of payment before project initiation.

a) Invoices can be paid with a company check, credit card/PayPal or wire transfer (in US dollars). Add USD $40 to the above price for wire transfer payment (the fees deducted by the banks). There is a 5.5% order processing/convenience fee for credit card or PayPal payments (fees deducted by our bank) that has likely already been included in your project cost.

11. MISCELLANEOUS

11.1 These terms and conditions shall be governed and interpreted for all purposes by the laws of the State of Nevada, U.S.A., without reference to its conflict of laws principles. Any dispute, action or proceeding arising out of or related to the services or these terms and conditions shall be commenced in the state courts of Nevada. Each party submits to the personal jurisdiction and exclusive venue of such courts, and waives any objections thereto.

11.2 During the period that Transend is performing Services under this Agreement and for a period of one year following the expiration or termination of this Agreement or project completion, Customer shall not, directly or indirectly through a third party, refer for employment, solicit, or offer employment to any Transend personnel, without the prior written consent of Transend.

11.3 Unless it explicitly states it in your Agreement, Customer is not to configure, operate, update, or use the Transend software at any time during the project. Any unintended consequences that result from Customer’s access, usage or performance of Transend software during the project could potentially result in project delays and additional fees. Transend software is to be operated by Transend personnel only during your project.

11.4 Project Cancellation & Refund Policy:

11.4.1 Project Cancellation by Transend. A full refund shall be provided upon project cancellation by Transend.

11.4.2 Project Cancellation by Customer.

a) A full refund shall be provided upon project cancellation by Customer if Transend is unable fulfill its obligations under the Agreement related to items it has control over and are defined in the Scope of Work.

b) A refund equal to the value of unused Transend Migration Console software licenses (Professional Edition with Limited Support) shall be provided upon project cancellation by Customer in accordance with the following conditions:

1. Customer chooses not to continue with the migration for any reason, or is unable to provide required deliverables (including but not limited to requested account or platform credentials, access to required domains or DNS hosting providers, or resolution of account ownership issues), and

2. The Production phase has not yet begun.

Once the Production phase has begun, no refunds shall be provided unless Transend is unable to fulfill its obligations as defined in Section 11.4.2(a).

11.5 These terms and conditions, together with the Agreement, set forth the entire agreement of the parties and supersede all prior agreements and understandings, whether written or oral, with regard to the subject matter hereof, and may be amended only by a written instrument signed by both parties.