This article describes the Onboarding process in detail.
Brief overview of the process is described in the Knowledge Base article Onboarding From IMAP Server: Overview.

Phase 1. Account Creation
Phase 2. Data Migration
Phase 3: Delivery And End-User Cutover

 

PHASE 1. ACCOUNT CREATION

STEP 1: CREATE Intermedia HOSTED EXCHANGE ACCOUNT. First, create your new Hosted Exchange account.  You can do this using either one of the following methods:

  • Contact our Sales Department by calling 1-800-379-7729 and selecting option 2 for Sales.  Our Sales Team will be happy to assist you with creating your new Hosted Exchange account.
  • Go to Intermedia web site at //www.intermedia.net to open your new Exchange 2010/2013 account. 

STEP 2: MIGRATION PLANNING. Once your new Hosted Exchange account is created, one of the specialists from our Cloud Concierge team will contact you to discuss the migration process. If possible, please review this entire document prior to the call so that we may answer any questions you might have.

STEP 3: PROVIDING INFORMATION ABOUT CURRENT IMAP SERVER. There are several options for moving your mailbox content to your new Exchange server. Intermedia can connect to your current IMAP server. To do this, you need to provide us with the following settings:

IMAP Export tool If you are migrating from IMAP server we connect to it to pull the data from mailboxes. Please note that this way we can pull only mail items; contacts and calendars must be migrated manually as IMAP protocol does not provision for these items.
Read the Knowledge Base article on Requirements For IMAP Export Tool for more onformation.

STEP 4: CREATING ACCOUNT OBJECTS. Intermedia creates mailboxes on the Exchange account after you provide a list of mailboxes. 
We recommend using a template to create mailboxes. Read the Knowledge Base article on What Active Directory User properties Can I Import From A CSV File? for more information.
You may also use a special template to import Distribution Lists. Please contact Support for more information.

STEP 5: VERIFY ACCOUNT OBJECTS CREATED CORRECTLY. Intermedia will contact you once your account is set up and items created.  You will need to confirm that the account is configured correctly.
It is vital that all the mailboxes and other addresses such as distribution lists exist so MX record propagation later in the process will work smoothly.

  1. Log in to your new Hosted Exchange account and review the list of mailboxes created to make sure the account has been configured properly.  User mailboxes will be created, but passwords are not transferred to the new account.  Mailboxes will be assigned random new passwords. which are sent to Account Owner.
  2. Make note of any items that are missing or not set up properly.  Provide detailed information about any discrepancies so we can quickly correct them.
  3. Contact Intermedia and inform us of whetheror not the account is set up correctly. You can contact us using any one of the following ways:
    • Reply to the notification email you received from Intermedia asking you to verify the account.
    • Update the case by logging into HostPilot.  In the upper right corner, click Support and then My Support Cases.  Select the migration case and click Edit.
    • Call Technical Support and provide the migration case number.
    • If the account is configured correctly, simply let us know and so we can proceed to the next step of the process. If there are issues with the account setup, we work with you to resolve them.  Once the account setup is updated, Intermedia will contact you again to review the account setup. 
  4. When setup is confirmed, we proceed with the migration.

STEP 6: ACTIVATE OPTIONAL ADD-ONS. Items like wireless devices and other additional services for users who need them need to be activated manually. If you have any questions on whether you need to activate something or need assistance with a activation of a service in HostPilot, don’t hesitate to contact Intermedia.

STEP 7: MODIFY MAIL ROUTING ON EXCHANGE ACCOUNT. Intermedia changes the mail routing on your Hosted Exchange account by enabling Mail Filter Redirection to deliver to your current IMAP server. Mail Filter Redirection routes mail sent to your new account to your current mail server (usually the current MX record) to simplify the migration process and limit the impact of changing MX records. This step allows MX record propagation to occur seamlessly for your users. When we perform the cutover, mail is routed to your new account instantly.

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Warning: This mail filter redirection will only forward email for addresses that exist on your Intermedia account, including distribution lists and mail enabled public folders. If you have changed the naming convention for your email addresses you must add the old address as an alias for the user. If there is an address not being migrated over to Intermedia, this address will no longer receive mail once the mail filter redirection is in place and MX records are switched. 

Note:  If you are using a third-party filtering solution and would like to continue using it after cutover, do not change your MX records now. you need to change the forwarding from filtering solution to Intermedia MX records at the cutover point . Mail Filter Redirection is not used in this case.

STEP 8: CHANGE MX RECORD. You will need to change your MX records to point to your new Exchange account and create Autodiscover record.

Note: It is extremely important that the MX records are created correctly to ensure mail delivery is not interrupted. Check and double-check the records to see if they are changed to ensure there are no issues. If you need assistance, any of Intermedia’s support engineers can assist you.

  1. To find the target for the MX record, log in to HostPilot for the new 2010/2013 account and navigate to Home > Exchange servers and settings
  2. Change the MX record with your Registrar or the host of authoritative servers to point to the new account.  The administrator of your Registrar or the host of authoritative servers should be able to assist you with this.
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To create your Autodiscover record, contact your Registrar or the host of your authoritative servers and have a subdomain created for autodiscover.yourdomainname.com (insert your domain name instead of yourdomainname.com). Create a DNS CNAME record for this subdomain that points to Intermedia autodiscover address. You can find this address in HostPilot under Home > Exchange servers and settings.
Read the Knowledge Base article on What Is An Autodiscover Record And Why Do I Need It? for more information.

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PHASE 2. DATA MIGRATION
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STEP 9: COPY MAILBOX CONTENT. There are several options for moving your mailbox content to your new Exchange server. We will summarize the various options here in order of preference. If you are not bringing mailbox data to Intermedia, you can skip this step. Intermedia connects to your current IMAP server to perform data pull. To do this, you need to provide the following settings:

IMAP Export tool If you are migrating from IMAP server we connect to it to pull the data from mailboxes. Please note that this way only allows us to pull mail items; contacts and calendars must be migrated manually as IMAP protocol does not provision for these items.
Read the Knowledge Base article on Requirements For IMAP Export Tool for more onformation.

If end-users have contacts, calendars or any locally stored data to migrate, migration of these items must be done manually; client-side as IMAP protocol does not provision for these items.
Read the Knowledge Base article on Data Migration From POP Hosting To Intermedia for more information.  
Note: If you have data that you have to move manually, in some cases it may be more convenient to move data only once after cutover on the Step 15. Otherwise you will need to export and import data twice: before and after cutover.

STEP 10: VERIFY MAILBOX DATA COPIED SUCCESSFULLY. As soon as initial data pull is complete, you  get a notification asking to verify that your mailbox data has copied correctly.

  1. Check the mailboxes on your new Hosted Exchange account to ensure that the appropriate data is in them. We recommend checking a few different mailboxes via Outlook Web Access to ensure there were no issues with the import.
  2. If any data that did not get migrated, or for any other issues, please gather the details and relay the information to Intermedia.
  3. Notify Intermedia when the data migration is complete. You may contact us using one of the following methods:
    • Reply to the notification email you received from Intermedia asking you to verify the account.
    • Update the case by logging into HostPilot Control Panel.  In the upper right corner, click Support and then My Support Cases.  Select the migration case and click Edit.
    • Call Technical Support and provide the migration case number.
    If there are issues with the migration of data, we will work with you to resolve them.
  4. A date and time of cutover to the new account should be confirmed at this point. 

STEP 11: PRE-CONFIGURE OUTLOOK PROFILES. We recommend that you pre-configure a second profile on all your users' Outlook clients to connect to the new Exchange server. This allows you to spread the work rather than having to touch every end-user machine when we do the cutover.
Important: Outlook 2003 is not supported in the Exchange 2010/2013 environment. Please make sure that a newer version of Outlook is installed for all users. If you are using Outlook provided by Intermedia, it can be downloaded from HostPilot > Home > Downloads. Have users run the Outlook Profile Helper from the new account to create a new profile. This will connect them to the new mailbox. Outlook will then synchronize with the mailbox.  This will take some time, depending on the mailbox size and bandwidth. Read the following Knowledge Base articles for more information:
What Is Outlook Profile Helper? How Do I Use It?
How Do I Manually Connect Outlook 2003/2007 To Exchange 2003/2007/2010 Server?
Outlook 2011 For Mac Setup Instructions

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PHASE 3. DELIVERY AND END-USER CUTOVER
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STEP 12: CHECKING MX RECORDS. Intermedia checks if MX records have already been propagated through the Internet and customer is ready for cutover.

Note: If you are using a third-party filtering solution and would like to continue using it after cutover, you need to change the forwarding from filtering solution to Intermedia MX record at this point.

STEP 13: CUTOVER TO NEW ACCOUNT.

  1. Intermedia will modify mail routing to deliver incoming mail to your Exchange account by disabling Mail Filter Redirection. 
  2. Customer makes final changes to DNS records for domain names listed under the account:
  3. You will need to configure all of your mail clients and devices to connect to the new server. We recommend creating the appropriate Autodiscover record first. Details on the clients or devices configuration can be found below.

ENTOURAGE/OUTLOOK 2011 
If you are using Outlook 2011 provided by Intermedia, it can be downloaded from HostPilot > Home > Downloads. We highly recommend using an Autodiscover record for the setup. Read the Knowledge Base article on Outlook 2011 For Mac Setup Instructions for Outlook 2011 configuration.
Note:
Entourage users must have Entourage Web Services Edition installed in order to connect to an Exchange 2010/2013 server.  Once the necessary version is installed and set up, it should connect to users' mailboxes.  This will take some time, depending on the mailbox size and bandwidth. Read the Knowledge Base article on Setting Up Entourage Web Services for installation and setup instructions. We highly recommend using Outlook 2011 instead of Entourage because of improved stability and avoiding potential mailbox corruption.

OUTLOOK
Important: Outlook 2003 is not supported in the Exchange 2010/2013 environment. Please make sure that a newer version of Outlook is installed for all users. If you are using Outlook provided by Intermedia, it can be downloaded from HostPilot > Home > Downloads. Have users run the Outlook Profile Helper from the new account to create a new profile. This will connect them to the new mailbox. Outlook will then synchronize with the mailbox.  This will take some time, depending on the mailbox size and bandwidth. Read the following Knowledge Base articles for more information:
What Is Outlook Profile Helper? How Do I Use It?
How Ddo I Manually Connect Outlook 2003/2007 To Exchange 2003/2007/2010 Server?

You may also want to do the following:

ACTIVESYNC
For ActiveSync devices, remove the old ActiveSync account and create a new one.
Read the following Knowledge Base articles for more information:
How Do I Set Up An Email Account On iPhone Using Microsoft Exchange?
Setting Up ActiveSync On Android Devices

BLACKBERRY
For BlackBerry devices, the user will need to wipe the device to remove old policies and then activate the new account using Enterprise activation. We recommend using the BlackBerry desktop manager to backup any vital data on the blackberry. Upon activation, the device will synchronize the contacts and calendar along with recent mail. The device will only synchronize the last 7 days or 350 mail items.
Read the following Knowledge Base articles for more information:
How Ddo I Enable My BlackBerry Using Wireless Enterprise Activation?
Troubleshooting BlackBerry Activation Issues (Exchange 2007/2010)
BlackBerry® 10: ActiveSync Set Up

STEP 14: COPY DIFFERENTIAL MAILBOX DATA. With all mail now delivering directly to your new Hosted Exchange account, Intermedia will perform a final export and import of mailbox data to capture any new data since the initial copy.

STEP 15: MANUAL DATA MOVE OF CONTACTS, CALENDARS AND LOCAL DATA. If you have contacts, calendars or any locally stored data to migrate, data migration of these items can be done manually client-side. Read the Knowledge Base article on Data Migration From POP Hosting To Intermedia for more information.

STEP 16: VERIFY MAILBOX DATA. You will need to verify that the data copied correctly.

  1. Verify that the data migration is complete.  Check the mailboxes on the new account to ensure that there is data in them as appropriate.
  2. Note if the migration of data was successful.  If any data did not get migrated, gather the details and relay the infomration to Intermedia.
  3. Notify Intermedia if the data migration is complete.  You can contact us using one of the following methods: 
    • Reply to the notification email you received from Intermedia asking you to verify the account.
    • Update the case by logging into the HostPilot control panel.  In the upper right corner click Support and then My Support Cases.  Select the migration case and click Edit.
    • Call Technical Support and provide the migration case number.
    If there are issues with the migration of data, we will work with you to correct the issue.

STEP 17: VERIFY MIGRATION IS COMPLETE. As a final step to the actual migration process, Intermedia will contact you to verify that all your users are on the new account, your data is all available, and the service is behaving as expected. Once you have verified that you are in production on the new account, the migration will be marked as complete. Please contact Support if you have any further issues.

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