Small Business. Level 1 survival guide

1. Small Business Onboarding training

Level 1 survival guide

2. Goals

3. First call: Onboarding SB

–
–
Number of mailboxes <25
Current mail platform (POP/IMAP or Exchange)
–
Amount of data
–
Upgrade mail clients
Small Business Migration Overview
https://hosting.intermedia.net/support/kb/viewKBArticle.asp?id=2237
3

4. Step 1. Create account objects

Exchange
– CSVDE export
– Export GAL (remote CSVDE pull)
– Manually through Hostpilot
–
–
Mass import (template)
One by one
POP/IMAP
– Manually through Hostpilot
–
–
Mass import (template)
One by one
4

5. Step 2. Adjust mail flow

Explain what mail filter redirection (MFR) does
No
Use MFR?
Yes
Set forwarding to
hostpilot/serverdata alias
Where MX points?
– Mail server
–
–
–
MFR: Check MX responds on Port 25
Customer updates DNS after MFR is set
Postini/ Message Labs/ Smarsh / 3rd party mail filter
How Do I Use Postini Together With Hosted Exchange?
https://hosting.intermedia.net/support/kb/viewKBArticle.asp?id=2342
5

6. Step 3. Data transfer. Exchange

Exchange Platform:
A. RPC over HTTP export tool
1) FQDN of the backend server
2) OWA URL
3) Credentials
– Exmerge
– Username (login) + password of each mailbox
4) List of matching users on Intermedia side (login +
password)
5) Authentication: NTLM/BASIC
Requirements for RPC over HTTP(s) Export Tool
https://hosting.intermedia.net/support/kb/viewKBArticle.asp?id=1895
B. Outlook Backup
C. Import through Outlook
6

7. TEST RPC over HTTP settings

https://wiki.intermedia.net/index.php/Test_ROH_settings
Test OWA URL
– Exchange 2003:
–
–
–
–
–
–
https://proxyservername/exchange/emailaddress
https://proxyservername/owa/emailaddress
Exchange 2007/2010: ask for URL
Do you get a certificate warning?
–
–
SSL certificate expired
Self signed certificate
Does the exmerge account work?
Look for settings in OWA
www.testexchangeconnectivity.com
7

8. Settings in OWA

8

9. Direct MAPI

If the RPC over HTTP is not configured on the firewall
–
–
Customer should provide public IP address of his
firewall/router that has NAT connection to the backend
server
Open firewall on all ports for our IP address
9

10. Step 3. Data transfer. IMAP/POP

IMAP
A. IMAP migration tool (migrates only email)
1) IMAP Server address, SSL/NO SSL, port 993/143
2) List of mailbox credentials (login and password)
3) List of matching mailboxes on Intermedia side (login and
password)
4) Authentication
POP/IMAP
B. Outlook Backup
C. Import through Outlook
10

11. Step 4. Cutover

From Intermedia side
–
–
Remove mail filter redirection
Start differential
From customer side
– Reconfigure Outlook clients (OPH)
– ActiveSync (My Services)
– Wipe/Reactivate BlackBerries (My Services)
– Autodiscover
– SPF
11

12. Step 5. End of Onboarding

Customer verifies migration is complete
Migrate public folders (optional)
• User (not Exmerge) with Publishing Editor permissions for all
subfolders
12

13. Editing cases in footprints

Engaged box checked on first talk
Escalating to L2:
– Set status to Work In Progress
– Assign L2 team
New case:
– Fill in as much details as possible: for the next engineer
–
–
–
–
Amount of data
Migrating From
3rd party mail filter
Mail client, OS
13

14. Use Intermedia ‘right now’

If customers want to start using our mailboxes ‘right now’
–
–
–
–
–
–
With the current mail provider set up forwarding from
the mailbox to hostpilot/serverdata alias
Do not enable MFR
Update MX, Autodiscover, SPF
Configure Outlook (My Services > OPH)
ActiveSync (My Services)
Wipe/Reactivate BlackBerries (My Services)
14

15. Frequently asked questions

How long the migration takes?
– We give the estimate of 7 days. No shorter than 72
hours(DNS propagation)
How long does it take to transfer data?
– 2days for every 100GB
15

16. Onboarding Tools

17. Case creation

- Log into Onboarding tools panel:
https://cp.serverdata.net/Tools/
- “Onboarding cases” > “Onboard new customer” button
- Make sure that in FP case account name in title is mentioned
in []
17

18. Onboard New Customer window

18

19. Exchange migration

EXCHANGE MIGRATION
19

20. Settings

Type in exmerge credentials or individual email address
and password. Field “User Name” can be in format:
Domain\Username
20

21. Settings

Enter Exchange server name (FQDN). If client has autodiscover service
– it will pull the rest information, if not – please enter it manually
21

22. Save and test settings

Check settings and connection to the server by hitting
“Save and test connection button”
Once it would be able to connect, you can proceed to the
next step
22

23. Starting Objects Export

You can either export information from GAL or upload csv
file
Please hit “Start Export” button once you choose
necessary option
23

24. Object Export process

You can view details by hitting Event log button. View log
– for L2 and PE
24

25. Preview AD Objects

You can choose what objects to create and manage
settings for each individual. It might be a good Idea to
send a CSV file to the customer for verification.
25

26. Managing individual users

You can specify individual login details for each mailbox
and manage display name and email addresses
26

27. Mailflow

You can choose option whether redirection is needed or
not
27

28. Starting Migration process

You can start data pull on a particular date and time and
choose whether all data should be migrated
28

29. Account Objects creation

Details about all objects created. Event logs can be
checked in case of any errors
29

30. Export content

Firstly, we export data to PST file. You can modify
concurrent mailbox export tasks
30

31. Export content details

View details for each mailbox
31

32. Import Content

Once export is completed, import will be started
automatically. You would be able to restart any faulted
tasks only once import is completed. You can check the
event log for error details.
32

33. Single Sign On

Once the imports have been completed and the data has
been verified we can proceed to cutover preparation
step. The easiest way to configure profiles would be to
send out welcome emails with SSO. You may skip SSO
per customers request.
33

34. Preparation for Cutover

During the cutover, wizard will check your MX records
again.
34

35. Cutover

Cutover
Expand the cutover section and hit cutover to initiate the
cutover for the account.
If MFR was used the email will start to be delivered to the
Intermedia mailboxes within 15 minutes
The differentials will be started automatically.
35

36. Differentials

Differentials
Wait for the differentials to be completed and update the
customer. You can restart data transfer on this page if
needed.
36

37. End of Onboarding

End of Onboarding
Once the customer verifies Onboarding process is
completed, please Mark the Onboarding case as
completed.
37

38. IMAP migration

IMAP MIGRATION
38

39. Settings

Please fill all the fields with the necessary settings. You
may use prefill option to search for the server
information and Test connection option to test
connection to the server
39

40. Objects export

Please upload CSV file containing all the necessary users
that should be migrated to account
40

41. CSV Template

Here is the way it should looks like. Please fill only main
fields like: Source Login, source password, password,
object class (user, contact, distribution group), display
name, Proxy addresses (in format smtp:email address;
UPN should be mentioned in SMTP:email address
format. If you don’t know what to enter in other fields
– leave it empty
41

42. Mailflow

In case mail redirection is needed, please choose
necessary option and specify SMTP server name. Don’t
forget to check that you can perform telnet session
on port 25 to that server
42

43. Starting Migration process

You can start data pull on a particular date and time and
choose whether all data should be migrated
43

44. Account object creation

Firstly, wizard will create all mailboxes that were
mentioned in the csv file that you have uploaded.
44

45. Transfer IMAP Content

IMAP migration will be started automatically. Hit details
to view status for each mailbox. View event logs to find
more details about the process
45

46. Single Sign On

Once migration have been completed and data has been
verified by the client, we can proceed to cutover
preparation step. The easiest way to configure the
profile would be to send out welcome emails with SSO.
You may skip SSO per customers request.
46

47. Preparation for Cutover

Wizard will check your MX records again.
47

48. Cut over

Expand the cutover section and hit cutover to initiate the
cutover for the account.
If MFR was used the email will start to be delivered to the
Intermedia mailboxes within 15 minutes
The differentials will be started automatically.
48

49. Copy Remaining Mailbox content

Wait for the differentials to be completed and update the
customer. You can restart data transfer on this page if
needed.
49

50. Onboarding completed

Onboarding completed
Once the customer verifies Onboarding process is
completed, please Mark the Onboarding case as
completed.
50