Migration Guidelines

The following document provides information on the migration process of your services with our dedicated Migration Specialists. Our goal is to make the transition as seamless as possible for your users. If at any time you need assistance or have questions, comments or concerns regarding your migration, please do not hesitate to contact us.



Migration Process Overview


Our migration team has set up secure and stable processes to make your migration a successful one. However, there are some important steps that you must take to ensure a smooth transition. Some steps or procedures may vary depending on migration type, the source and/or destination, but generally, here is how we proceed.



Please review this document together with the specialist assigned to your migration. This will enable us to address any concern related to your specific environment.


A typical migration includes the following steps:


Phase 1 : Preparation 

Our dedicated migration specialist will contact you to discuss your specific requirements and get everything prepared for your migration. This will include information collection, the creation of users and deciding on a precise migration method that suits your needs. 


Phase 2 : Pre-migration


In order to minimize delays at the go-live step, we will pre-migrate your historical data. Although the procedure differs depending on the method used, it will usually include the transfer of any data older than 30 days. It can take either a few days or a few weeks depending on the size and structure of your user accounts. In general, an average pre-migration will be completed within 7 to 10 business days


Phase 3 : Cutover 


On your migration day, the email service will be re-routed to the new platform.  Your DNS records will point to the new service. Your users will have immediate access to their emails via OWA and will be able to configure Outlook and mobile devices at this time. Our migration specialist will keep you informed of the progress until the data transfer is completed for all your accounts. 


Phase 4 : Post-migration 


On the second business day following your migration, we will follow up with you to ensure that the process went smoothly and to address any outstanding issues. If you confirm all is well at that time, we will close the case with you. 

Phase 1: Preparation  

Step 1: Access the Account and Create Users 

The first step is to access your account and create your users. You should already have the administrative access to the source and destination environments. This will allow you to connect to the management portals and accomplish all the required administrative tasks.


Based on you environment types (source and destination) and the tools we will be using, we may be able to auto-detect your users. If this is not possible, we will require you to fill out and return spreadsheets for User, Groups and Server-Side Contact Creation.


Also, depending on the environment you are migrating to, you may be required to verify that you own your domain by creating certain DNS records. Your migration technician will guide you through this if required.  

Step 2: Create the Migration Batch 

Using specialized tools, we will  link the existing users to the new users created in the destination environment, preparing them in a batch file for the migration. These tools will automatically connect to the servers in both environments and copy over the data for you. This step is also handled by our migration specialist, thus giving you the luxury to focus on other important matters.  

Step 3: Environment-Specific Tasks 

There may be environment-specific tasks that should be completed in order to analyse your current setup and round out the preparation. This may include a script to analyse folder structures or setting up a full-access admin user. Based on your migration’s unique needs, our migration specialist will provide you with a document listing these tasks.  

Step 4: Scheduling 

Since all users within your organization should ideally be migrated at the same time, the scheduling of your current data migration (email rerouting) is a critical step in ensuring a seamless transition for your users. The date and time will be decided based on your preferences and the availabilities of the specialist but may need to be re-evaluated during the pre-migration phase depending on its outcome.




There is no email downtime with this migration process! Our Migration Specialist takes care of the majority of the work for you in order to ensure a service transition experience that is unmatched. 

Phase 2: Pre-migration 

Step 1: Pre-migration Contact 

Seven days prior to your scheduled migration, your dedicated migration specialist will contact you, via phone and/or email, to address any concerns that may remain and to guide you through the actions required on your side for a successful migration. In some cases, the migration timeline may have changed, consequently impacting the timing of this step. But as a rule, we’ll always remain in contact with you throughout the process.  

Step 2: Lower the TTL of DNS Records 

* You are responsible for this step.


It is advisable to lower the TTL (Time to Live) default value of your DNS server if possible. To do so, log in to your DNS management portal and change the TTL to the lowest possible value. This will ensure a quick redirection of emails on the day of your scheduled migration.




Do not change any of the current records until advised to by our technician. At this stage, we only want to lower the DNS server’s TTL default value. We do not want to modify any of the records that could affect mail flow or connectivity.  

Step 3: Preliminary Data Migration 

* Our Migration Specialist will take care of this step for you.


In order to minimize delays on the day of your scheduled migration and to ensure that the transition is as seamless as possible for your users, our migration team will replicate emails, folders, contacts, journals, notes, calendars and tasks for each mailbox. This is only a copy, we will not be removing anything from the source server.




Depending on the migration method or tools used, there may be certain limitations as to what is migrated and what is not.   If applicable, your  migration  specialist  will  provide  you  with  another document listing these called Migration Tool Limitations. 

Step 4: Confirmation Contact 

Two days before your migration, our migration specialist will contact you via phone and/or email to answer any questions you might have before the set date. The specialist will also make sure you have the necessary support documentation and information to help you during and after the migration. They will keep you informed of what is required for every major phase of the process (email rerouting, cutover, etc.). 

Phase 3: Cutover  

Step 1: DNS Record Changes 

* You are responsible for this step.


On the scheduled day, the specialist will be in frequent communication with you. You will need to be available and reachable for two consecutive hours around the scheduled time interval.


Your DNS Records will have to be reconfigured to match the new server settings. The migration specialist will provide you with the specific values and timing of these changes. If the DNS is hosted with us, we will even be able to make the change for you. Emails will begin to be rerouted to the new platform. Until their Outlook profile and mobile devices are reconfigured and fully up to date, your users will need to access new incoming emails via Outlook Web App. The URL for this webmail service will be provided by the migration specialist.  

Step 2: Final Data Migration 

* Our Migration Specialist will take care of this part for you.


The final migration pass will be run to ensure all the data has been copied to the new platform. The time of completion will depend on the amount of data. It can take from 1 to 24 hours for all emails and other mailbox items to be transferred, although the average is approximately 2 hours. No mailbox content will be lost in the process. Once data migration is completed, our specialist will advise you so that any final actions required on your part can be completed.  

Step 3: Outlook and Mobile Device Reconfiguration 

* You are responsible for this step.


1.  Outlook upgrade


Older Outlook versions may no longer supported by Microsoft, so you may need to upgrade. Please validate your versions with the specialist to ensure you have a compatible client. Depending on the services you have subscribed to, you may be able to download a recent version to install. Our specialist will provide you details if this is applicable with your subscription.


2.  Outlook profile reconfiguration


Ensure the Autodiscover DNS record is propagated by verifying online. After that, recreate your Outlook profiles. Our specialist will provide you specific information depending on your subscribed services.


*Please note that local Outlook items such as mailbox rules (client side), signatures, out-of-office settings, folder security permissions, delegates, personal distribution lists, disclaimers, public folders, and color categories may not be migrated and may need to be transferred manually.


3.  Mobile devices reconfiguration


Our specialist will provide you specific information depending on your subscribed services. 

Phase 4: Post-migration  

Follow-up Contact 

Two business days following your final migration date, our dedicated migration specialist will contact you via phone and/or email to confirm that your services are fully functional, and to get your feedback on the migration process.


At this point, your technician will ensure that any additional services are active and ready to use. If some of them need to be migrated, our specialist will make sure the proper procedures are in place to do so.


If everything is well, we will close the case with you. You’ll be fully using your new services.