Onboarding & Migration

Scope & Assessment

We start with a structured discovery to clearly define what will move, what stays, and who does what. This reduces risk and keeps timelines realistic.

Discovery & Inventory: Current systems, domains/DNS, users/groups, mailboxes, files, databases, integrations.
Data Assessment: Size, formats, retention, legal/regulatory requirements.
Tooling & Access: Secure connectors for email (IMAP/M365/Google), file stores, and databases; read-only access until approved.
RACI & Contacts: Responsibilities across your Sponsor, IT/Admins, and HelloMailHost Project Lead.
Success Criteria: Agreed acceptance tests, downtime tolerance, and rollback triggers.

Phase 1 — Plan

Confirm scope, data sources, staging environment, risks, and communication plan. Output: signed migration plan & timeline.

Phase 2 — Migrate

Run pilots, then batches. Monitor throughput, exceptions, and retries. Weekly checkpoints with stakeholders.

Phase 3 — Validate

User acceptance, data integrity checks, mail flow tests, and final sign-off before cutover.

Cutover & Validation

We minimize risk with rehearsals and a clearly communicated window.

Test Runs: Pilot users confirm mailbox access, calendar sync, file permissions, and app logins.
Cutover Window: Typically scheduled during low-traffic hours. We monitor MX, DNS TTLs, and service health.
Rollback Plan: Pre-approved steps to revert if acceptance tests fail.
Acceptance Checklist: Mail flow, login access, data parity sampling, and key workflows (e.g., invoicing, bookings).
Post-Go-Live: Hypercare period with increased monitoring and fast-response support.

Training & Change Management

Support & Escalation

We provide clear channels and response targets during and after migration.

Channels: Ticket portal (24/7), email to support, and scheduled calls during cutover.
Targets: P1 within 30 min, P2 within 2 hrs, P3 within 1 business day (see SLA for full details).
Escalation Ladder: Support Agent → Shift Lead → Duty Manager → Service Owner.
Status & Maintenance: Check real-time service status and maintenance windows on the Status page.

Tip: Include clear screenshots and timestamps in tickets to accelerate resolution.

Policies & Compliance

Your data is handled under strict privacy, security, and acceptable use standards.

Privacy & Data Processing: See our Privacy Policy for data types, retention, and your rights.
Acceptable Use: Review the Acceptable Use Policy to avoid violations that can disrupt service.
SLA & Uptime: Our SLA defines targets, maintenance windows, and credits.

Compliance note: We use secure transfers, access controls, logging, and backups; detailed measures are available on request.

Angella

Online

00:00

Hi there 👋
How can I help you?