Email Migration Service – FAQs and Supporting Documentation

The hosted email system that The ICT Service currently provides to schools is reaching the end of its usable life. This service was initially funded by Cambridgeshire County Council, however, there is no longer any funding available for this solution. The annual management, maintenance and support costs, which are funded by The ICT Service, are also becoming increasingly challenging.

Following a detailed evaluation of potential solutions we have decided that The ICT Service will fund a project to migrate all schools currently using our hosted email service to Microsoft Office 365 free of charge. The funding for the migration to Microsoft Office 365 will cover email only.

If your school is looking into an alternative cloud platform such as Google for Education, we can also support you, but we will need to charge a small fee to cover our time. This is because the process to migrate email from our current platform to Google for Education Gmail is completely manual and not automated with the tools available to us.

We will continue to support the day-to-day management of school’s email once moved to Office 365 free of charge until 31 March 2019. From April 2019, schools will need to agree a support contract for us to continue to manage the school’s email.

View details of our Cloud Management Service – Email.   Alternatively, schools can choose to do this independently.

To support the email migration process, there are links to all the useful documentation and FAQs to help you below:

What is email migration service?

Email migration service is copying of data from the existing email system to another system.

What is a tenancy?

A tenancy is the name given to the Office 365 site which contains your various domains or maybe just a single domain.

Would you like all schools in your Multi Academy Trust or Federation to be setup under one single tenancy?

If you opt for your MAT to have a single tenancy this allows for a single email address list for all schools to easily share data and work collaboratively within the MAT.If you don’t opt to have a single tenancy for your MAT, each school in your Trust would have a separate tenancy, meaning there cannot be a shared email address list for the MAT.

Will I receive a new username and password?

Yes, every user will receive a new user name and password for email which will be issued prior to the email migration time. This list will be sent to you a couple of days prior to your migration date. Everyone should test their new logins and change their passwords prior to the migration time. Staff should be aware that in order to test and change their password they should only use “outlook.office.com”. After the migration time you can then setup a new Outlook profiles, phones and other devices that use full clients.

When will my new email account be available?

We are going to migrate existing email during a school day. The new email system will be available for use once the public Exchange (MX) records have switched over to point at Office 365. An MX record is used by the Internet to route incoming email to your email system. Staff must cease using “mail.cambsed.net” to access email and begin using “outlook.office.com” from the migration time.

Will support be available after the migration?

The ICT Service staff will be able to answer any questions you have after the migration has taken place.Support articles are available below:

If you would prefer a member of our Technical Support Team to be onsite the day after your email has been migrated, we can arrange this at a cost of £415.

Would you like to add the Cloud Backup Service?

Although Office 365 comes with built in backup functions for restoring email, calendars, tasks, contacts, and entire mailboxes. The recovery capabilities may not meet expectations for reliable data restoration. The retention period for restoring a user’s mailbox within Office 365 is only 30 days. After 30 days items in the “Deleted Items” folder and deleted mailboxes are permanently deleted.Our Cloud Backup Service protects your schools Office 365 mailboxes with granular levels of recovery. Entire mailboxes or single emails can be recovered quickly and effectively. You can protect staff and pupil email with a comprehensive backup solution (that compliments the built-in basic snapshot and un-delete features of office 365) by taking the Cloud Back up Service from The ICT Service.If your school currently takes our Cloud Backup Service, and you have space, then you won’t need to pay any additional costs to backup your email. If you don’t have sufficient space then you will need to purchase more.

Will my email address format change?

No, we are not changing your current email address format – it will remain, for most customers, as first initial then surname. If your school has a different format then your email addresses will be migrated as they are now.If your school is considering a change to your email address / domain name before April 2019, we would like to advise that you talk to us so we can guide you through that process. Changing your email address format will likely incur a small charge.

Will public folders including shared calendars will be migrated?

Public Folder content including shared calendars will be moved to a shared mailbox, at no extra cost, during the migration to Office 365.However, if you wish to continue using Public Folders including shared calendars there will be a cost of £250 per folder to migrate them using specialist software.

Do I have an email storage limit?

Storage capacity for email is not limitless in Office 365, as standard you will be limited to a 50GB mailbox size. We ask that you work sensibly and apply good working practices when using your email.We have highlighted some basic email housekeeping best practice to help your school achieve an effective mailbox management strategy.

What is the benefit of migrating email to Office 365?

The benefits include but are not limited to increased flexibility, scalability and mobility. Schools and the Council don’t need to try and secure funding to maintain, operate and update the system. The Microsoft Office 365 solution for Education has been specifically designed for schools in mind and will continue to provide you with access to their latest product sets.

Is the global address list available?

The Global address list encompassing all hosted schools is not available in Office 365. This means you will not be able to search for other schools in the same way you may be used to.

Will my contacts migrate to Office 365?

Your Contacts will be migrated, however auto complete email addresses are not migrated. Example, users will not have historic addresses appear in their “To” field when they start typing. Over time the addresses will repopulate as they are used. Good practice to go through these emails and add them as contacts.

Will my inbox rules migrate to Office 365?

Yes, the migration should transfer inbox rules however depending on the set up of some of them it may not be possible for them to automatically transfer. We would request users check their rules prior to the migration and re-check them after the migration is complete.

Central Hosting users have recently had a change to the look and feel of Outlook, will it change again as a result of this migration?

If schools have migrated to Office 365, after initial reconfiguration of the client, users should not see any major changes in the way that they use Microsoft Outlook.

Will the Central Hosting Admin Tool still be available?

Yes, to manage Central Hosting it will still be in use, however there will be no email functionality within it. Email account creation and changes will need to be logged with The ICT Service Helpline until the end of March 2019, after which depending on your support choice other tools will be available.

While reviewing the list of new user names and passwords generated I have decided to delete an email account, can this be done?

Once the email migration process has started we are unable to delete email accounts. We can delete the accounts once the migration is complete. Please send the list of accounts you would like deleting to support@theictservice.org.uk

If I use Central Hosting, will I need to set up a Microsoft Office Outlook Profile inside Central Hosting?

Yes, if you would like to use Outlook inside Central Hosting you will need to set up a Microsoft Outlook Profile inside Central Hosting. You must not use your existing profile if you have one as this will cause you problems.

Does everyone need to set up a Microsoft Outlook Profile?

No, you can use Outlook Web Access via any Internet Browser if you prefer.

Will email to and from Cambridgeshire County Council still be secure after the move to Office 365?

Yes, rules will be configured on Office 365 to ensure email sent to Cambridgeshire County Council is using TLS 1.2 based encryption. Cambridgeshire County Council also have rules on their system to send email using TLS 1.2 encryption.

Can I have delegated admin access?

Delegated admin access will be made available but not from day 1. This is a major project for us, we are moving 32,000 mailboxes and we need to ensure that they are all setup and configured in a uniform way to reduce our support overheads. We will support the day-to-day management of your school’s email free of charge until April 2019. If you would like to nominate someone within the school to give you autonomy in the management of the Office 365 email system for your staff, students and governors, please contact the service desk. We will send you a form to complete to show your agreement in taking on this responsibility.

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