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.

What people say about us

Karen is always really helpful, thank you!

Sharon Simpson, Great Gidding Primary - 16 June 2021 about Helpline

The issue I had was resolved very quickly and easily and in a professional and friendly manner. I really appreciate having had my problem sorted so speedily! Thank you.

Amanda Hill, Ermine Street Church Academy - 5 January 2021 about Helpline

Excellent response to my email query. Sorted as quickly as humanly possible in the current situation. Thank you!

Chris Ashley, Ely St John's Primary - 30 November 2020 about Helpline

It's time saving to have someone help with something that would have taken a long time to sort.

Fay Staple, Little Paxton Primary School - 6 January 2022 about Helpline

Karen was very quick to respond to my query, which had been sent to her via bank account team, so I was not expecting such a quick response. Thank you

Carol Cullum, Stretham Primary School - 22 February 2022 about Helpline

Very helpful and efficient

Jacqui Nash, Brampton Village Primary - 20 January 2022 about Helpline

It is always good to have the support of our ICT Service GDPR DPO officer. Thank you Vanessa.

Sandra Adderley, Barton Primary - 14 February 2022 about GDPR Support

I was very pleased with the way The ICT service were able to help tp diagnose the issues remotely and get support from an engineer within a reasonable time frame despite some hiccups along the way. efficient, helpful and friendly service as always. Thank you!!

Emma Little, Linton Infant School - 23 February 2021 about Technical Support

Always so helpful and informative.

Sarah Coulson, Colville Primary School - 6 January 2021 about Technical Support

Always polite, friendly and helpful

Katie Dixon, Ridgefield Primary School - 26 January 2022 about Helpline

Fast and efficient service as always from Vanessa at The ICT Service :-)

Godmanchester Bridge Academy - 14 June 2021 about Helpline

Subject Access Requests are very complex and challenging, having Donna as our DPO not only gave us the confidence that we were approaching this in the right way but that we would be gently and carefully guided through the necessary steps. We cannot thank her enough!

Rachel Snape, Milton Road Primary - 22 February 2022 about GDPR Support

Happy with the support we have received and the discussions following any questions we have. GDPR is always a challenge but the support enables us to feel confident with what we are doing and what we need to do next.

Lee Frost, Great Paxton Primary - 14 June 2021 about DPO Service

Excellent response. Jane sorted me out within minutes, as usual. Thank you!

Chris Ashley, Ely St John's Primary - 2 March 2021 about Helpline

Karen - thank you as always!

Kerry Darby, Elton Primary - 11 June 2021 about Helpline

Daniel was very helpful and resolved my issue with STAR accounts.

Karen Thorpe, Tilney St Lawrence Primary School - 30 June 2021 about Technical Support

Daniel was excellent with the roll out and assisted with a few glitches with the licensing as well.

Sarah Keeble, Bramford Primary School - 15 December 2020 about Technical Support

As always ICT service had the answer - very quickly and very clear - thank you

Annie Urquhart, Icknield Primary School - 18 December 2020 about Helpline

Helpful and clear in explaining and solving the problem.

Stuart Wilkinson, Westfield Junior School - 24 January 2022 about Helpline

Jane was a knowledgeable as ever.

Beverley Clowes, Bottisham Primary School - 19 October 2020 about Helpline

Excellent service.

Jeanette Speed, Over Primary - 30 June 2021 about Helpline

Just wanted to drop a quick note to thank you for the ICT assessment this morning. It was a such a valuable process for us. I really feel that your knowledge and expertise will ensure that our student's learning can move forward using technology. We are excited about the opportunities we will now be able to offer her.

It was useful for myself as a SENCO too. I can see more clearly how I could use technology better to benefit all our children with additional needs.

Sam Wallace, Sutton CE (VC) Primary School - 7 December 2021 about SEND ICT Assessments

Excellent service as always, Michael went above and beyond to resolve our issue. Many thanks indeed.

Matt Courtman, Cromwell Community College - 9 June 2021 about Technical Support

Saved me loads of time. Thank you.

Fay Staple, Little Paxton Primary School - 13 January 2022 about Helpline

Vanessa was very helpful - didn't make me feel silly!

Hannah Burnham, Newton Primary School - 16 October 2020 about Helpline

Excellent service. Problem resolved efficiently. Information shared in a friendly manner.

Sam Brown, Sutton Primary School - 2 November 2020 about Technician Support

Jane is always quick to respond and clear in explanation.

Carol Leach, Ken Stimpson School - 18 January 2022 about Helpline

Great response. Put me back on track for the first day of term. Thank you!

Chris Ashley, Ely St John's Primary - 7 June 2021 about Helpline

Always very helpful and cheerful member of staff - Vanessa. Never have any issues and always a good level of service.

Paula D'Agnello, St Anne's Primary - 6 January 2022 about Helpline

Clare was extremely helpful as are all the team.

Katie Dixon, Ridgefield Primary School - 19 November 2020 about Helpline

A complex issue was promptly solved after thorough investigation through remote control of my laptop.

Stuart Wilkinson, Westfield Junior - 7 June 2021 about Technical Support

Couldn't have been friendlier or more helpful. Thank you :)

Amanda Ward, Rackham Primary School - 4 August 2021 about Helpline

As usual, my query was dealt with extremely quickly and efficiently by Karen at the ICT service. Would highly recommend their services.

Nadine Purcell, Stukeley Meadows Primary - 17 June 2021 about Helpline

Jane has been very patient and sorted out my issues. She gives you the confidence to know that the problem will be resolved in a timely manner.

Diane Baslington, Bellbird Primary -18 June 2021 about Helpline

We couldn't manage without Lee's expertise, thank you so much for your patience.

Clare Kirk, St Bede's School - 15 June 2021 about Technical Support

Very supportive as always! Your expert knowledge is needed and welcomed....Thank you.

Julia Lindley, Barrington Primary - 24 June 2021 about Helpline

I like the option to email queries/questions that I do not need an immediate response to - always answered in a helpful and timely manner.

Sharon Murray, Cherry Hinton Primary School - 8 December 2020 about Helpline

Thanks, David and Adam, they were very helpful.

Daniel Chung, St Bede's School - 26 January 2022 about Technical Support

Everybody was fantastic - especially for a Monday morning!

Rachel Gemmel, Huntingdon Nursery - 21 February 2022 about Helpline

Great service as always!

Matt Casey, Morley Memorial Primary School - 7 December 2021 about Helpline

Friendly service responder, sorted the issue myself but good to know that assistance was there if needed.

Zoe Dingley, Witchford Village College - 9 December 2021 about Technical Support

Super duper support from Donna, as ever.

Hayley Coulter, Hemingford Grey Primary School - 3 February 2022 about GDPR Support

Clear and thorough response with all information clearly shared so we understood the information shared and the action we needed to take in what was a more unusual request for help.

Rebecca Pentney, The Bellbird Primary - 24 February 2022 about Consultancy Services

So patient and happy to go over the details to ensure I could replicate the process again without assistance - fantastic. Thank you.

Jo Black, Arbury Primary - 29 June 2021 about Technical Support

Spot on service as always

Chris Clee, Crosshall Junior Academy - 9 February 2022 about Technical Support

Great, friendly service. Thank you!

Chris Ashley, Ely St John's Primary School - 3 August 2021 about Technical Services

First class service as usual.

Ray Lockett, Melbourn Village College - 18 February 2022 about Helpline

Emailed the request across, matter was dealt with quickly, kept in the loop all the way through. Thank you.

Mrs Pearce, Bottisham Primary School - 19 January 2021 about Technical Support

Thank you for the immediate response to my problem. Sorted within seconds!

Chris Ashley, Ely St John's Primary - 3 February 2021 about Helpline

Excellent service and very quick from when I had logged my issue to it being resolved. Instructions were simple to follow and worked straightaway. Thank you very much for such an efficient service and also thank you for thinking of making certain processes simpler for the users.

Sonia Singh, Guilden Morden Primary School - 25 January 2021 about Technical Support

I am always impressed by how helpful and supportive the staff at ICT are. On this occasion Donna helped me and she was brilliant. Thank you!

Gill Dunbavin, Isleham Primary - 21 January 2021 about Helpline

Prompt, helpful and pro-active support - thank you.

Luke Rolls, University of Cambridge Primary School - 17 December 2021 about Helpline

Once we were able to set up the remote session, it was efficient and Michelle resolved both my issues. I was kept informed along the way as to what she was doing. Great service. Thank you.

Sonia Singh, Guilden Morden Primary School - 17 November 2020 about Technical Support

Problem discussed in detail and response received by email in minutes. Thank you Karen!

Chris Ashely, Ely St John's Primary School - 17 January 2022 about Helpline

Totally happy with the quality and speed of the response which will help us move forward with our remote learning. Thank you Vanessa!

Chris Ashley, Ely St John's Primary - 5 October 2020 about Helpline

Karen is so helpful; I wouldn't be able to do my job if it wasn't for her. Thank you Karen

Angela Spaxman, Park Street Primary School - 25 January 2022 about Helpline

Thank you Clare for resolving remote access fob issues promptly and efficiently

Sharon Vince, Queen Emma Primary School - 3 August 2021 about Helpline

Excellent response, at the drop of a hat and issue resolved inside a very few minutes. :)

Maureen Marsh, Godmanchester Bridge Academy - 25 June 2021 about Helpline

Claire was fab as always! Thank you!

Rona Metters, Friday Bridge Primary School - 7 February 2022 about Helpline

Great service, issued resolved within minutes.

Esther Hay, Spring Common Special School - 6 November 2020 about Helpline

Daniel could not have been more patient in determining the issue and resolving it. I am so happy with the service and support that is always given from the ICT service. Thank you

Cathy Smith, Sir Harry Smith Community College - 10 March 2021 about Technical Support

I am very grateful that my OneDrive issue has been solved. It may seem like a small thing but it makes life so much easier. THANK YOU!!

Amanda Burniston, Hilgay Riverside Academy - 1 December 2020 about Technical Support

Really helpful and quick service, explained what he was doing and outcome.

Rebecca Pentney, The Bellbird Primary - 14 January 2022 about Helpline

Brilliant service and very quick response, especially in these really difficult times. The report was exactly what I requested.

Nadine Purcell, Stukely Meadows Primary School - 26 January 2021 about Helpline

Daniel went the extra mile and helped me solve the problem. With his persistence and determination, he saved us from being charged unnecessarily by contractors.

Mei Gao, Meridian Primary - 22 June 2021 about Technical Support

Chris responded very quickly and solved the issue.

Sarah Bowie, Linton Heights Junior School - 1 February 2021 about Technical Support

We are very grateful for the help, attention and advice given by our ICT technician on these visits.

Diane Baslington, The Bellbird Primary School - 30 September 2020 about Technician Support

Karen is always super helpful! Thank you.

Sharon Simpson, Great Gidding Primary - 9 June 2021 about Helpline

Very efficient service

Emma Hicks, Linton Infant School - 12 January 2022 about Helpline

Communication was fantastic.

Jem Finch, Cromwell Community College - 6 December 2021 about Helpline

All good thank you.

Carol Houghton, Brampton Village College - 23 February 2022 about Helpline

Daniel has been a great help as always, fixing an awkward issue!

Matt Courtman, Cromwell Community College - 18 January 2022 about Technical Support

ALWAYS a speedy response with no problems. I'm notified as soon as the problem/request is resolved. Excellent service. Thank you.

Sam Pilkington, Spinning Infants - 28 June 2021 about Helpline

As always; prompt, pleasant and helpful.

Lillian Guyler, Fields Children's Centre - 24 June 2021 about Helpline

Jane was wonderful very helpful she sorted out the problem quickly.

Dianne O'Bryan, Great & Little Shelford Primary - 29 June 2021 about Helpline

Impressive resolution to my issue, thanks!

Sally Merson, Wheatfields Primary School - 28 January 2021 about Technical Support Team

A very quick resolution and very clearly explained. Thanks.

Sally Merson, Wheatfields Primary School - 26 January 2021 about Technical Support

Donna kept communicating with me throughout my technical & communication difficulties which I am extremely grateful for! Thank you very much Donna :)

Yvonne Jenner, Ashbeach Primary School - 21 January 2021 about GDPR DPO Service

Bespoke training according to our organisation's needs and all questions answered. Also follow up support and guidance was invaluable.

Iman Ibn Tahaikt, Abu Bakr Islamic School - 4 December 2020 about GDPR DPO Service

Jane has the expertise to sort any SIMS problem. A real asset.

Beverley Clowes, Bottisham Primary School - 14 January 2021 about Helpline

Had a problem with the Entrust fob, emailed and within a very short time, all sorted. Thank you!

Julie Warman, Littleport Primary School - 29 January 2021 about Technical Support

Great service. Thank you for bearing with me, Karen, on a very difficult day.

Chris Ashley, Ely St John's Primary - 23 June 2021 about Helpline

Rob was super-efficient and helpful, as always! Thank you!

Kate Barnes, Spring Meadow Infants - 27 November 2020 about Helpline

We are so grateful for Michelle's support

Sandra Adderley, Barton Primary - 17 December 2021 about In School Technical Support

Prompt service even in the holidays - thank you

Sandra Adderley, Barton Primary - 5 August 2021 about Helpline

Would give 11 [out of 10] if I could. Thank you for all of your help.

Sue Scott, Alderman Payne Primary School - 10 January 2022 about Helpline

SIMS issue resolved quickly - Thank you Sharon!

Office Staff, Spaldwick Primary School - 6 October 2020 about Helpline

Always have great confidence that The ICT Helpline will help you to solve your problem, fab service as always.

Esther Hay, Spring Common Special School - 6 November 2020 about Helpline

I think the service has been excellent. I was a bit wary at first - I was unsure how long it would take you to respond, or if you would even respond at all - but the speed and efficiency with which you have dealt with every concern or question I have had, has been amazing. Thoroughly recommend.

Cath Causer, Manea Primary School - 27 October 2020 about Technical Support

I needed an incorruptible version of our headed paper as one of the logos had been updated. Within about 5 minutes of emailing my request, the amended version was in my inbox - thanks Rob!

Julie Warman, Littleport Primary School - 16 March 2021 about Helpline

Amazing help and support! Claire was very helpful - thank you so much.

Shelley Steer, Townley Primary - 9 December 2021 about Helpline

Excellent service as always. Thank you Vannessa.

Lynnda Osborne, Girton Glebe Primary - 30 June 2021 about Helpline

Claire and Jane patiently dealt with this complex problem and resolved it for us in the end. Thank you very much to both of them!

Anne Maskell, St Matthew's Primary School - 30 September 2020 about Helpline

Very happy that this job was turned around so quickly and efficiently. I really appreciate as this will help the school a lot in organising events for those children in school and those children home learning to ensure everyone is involved.

Rochelle Butcher, Hemingford Grey Primary School - 29 January 2021 about Technical Support

Excellent service as always. Good to know that we have a knowledgeable and fabulous team supporting schools.

Diane Baslington, The Bellbird Primary School - 2 March 2021 about Technical Support

Knowledgeable and keen to get issues resolved.

Caroline Barker, Great Abington Primary - 22 June 2021 about Helpline

Very happy with the service and the speed at which my request was actioned.

Lizzy Bennett, St Laurence Primary - 22 June 2021 about Helpline

Excellent response time and quality of response. Donna always has time to discuss issues, advise on how to address our concerns and put our minds at rest, if appropriate. Thank you Donna.

Chris Ashley, Ely St John's Primary - 9 November 2020 about Consultancy Services

Prompt and courteous service. Comprehensive and informative response.

Fiona Hyndman, DFE Device Project - 2 June 2021 about Business Support

Jo Puckering is superb!

Rebecca Soper, St John's Primary School - 7 January 2021 about Technical Support

I wish my Internet at home was as fast as Rob. My life would be much less frustrating.

Julie Warman, Littleport Primary School - 6 November 2020 about Helpline

Jane is always quick to respond and very helpful. what would we do without her??

Cathy Smith, Sir Harry Smith Community College - 8 February 2021 about Helpline

We are very fortunate to have Donna as DPO. She always responds quickly, gives sensible advice and will follow up in writing for reference.

Ilona Wrigley, Oakdale Primary School - 30 November 2020 about GDPR DPO Service

I appreciate how expeditiously the issue was resolved and communicated back to me.

David Walker, Downham Market Academy - 28 January 2021 about Technical Support

A perfect service thank you Daniel; you are amazing.

Cathy Smith, Sir Harry Smith Community College - 23 June 2021 about Technical Support

Very prompt at resolving the issue and rang to update. Thank you

Sonia Singh, Guilden Morden Primary School - 22 February 2022 about Technical Support

Jane's help was amazing. I would not have been able to complete the task without her help. Thank you.

Tracy Brown, Melbourn Village College - 6 December 2021 about Helpline

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