Email Migration FAQ's

If you are having difficulties viewing this article via web browser, a downloadable pdf is shared at the bottom of this page. 

Email Migration FAQ

Why are we moving to Microsoft 365 (O365)? 

By changing accounts and becoming part of the ZorWare email [tenant] accounts, this will allow Franchise Business Owners (FBOs) to receive additional support by the ZorWare team. The support provided by ZorWare will allow for enhanced security through a larger supporting group.

Is the migration to Neighborly’s ZorWare O365 account mandatory, or may I remain on my current email? 

This transition is mandatory for all users. To offer increased security and world-class support, we need to migrate from your current email business account to the ZorWare account. 

When is the planned migration? 

Technically the process has already begun, but the technical migration/creation of the new emails will occur on a scheduled date, in efforts to limit impact on day-to-day operations as best we can. 

How will this impact my flow of leads? 

ZorWare will do our best to try and limit the impact of disruption to Franchise Business Owner during the migration period. 

What do I need to do in preparation for the migration? 

ZorWare recommends that the Franchise Business Owner take the following steps in preparation: 

•     Review and clean-up all spam emails. 
•     Unsubscribe to unwanted/unnecessary emails. 
•     Print/save any/all business-critical emails for safekeeping. 

If a Franchise Business Owner would like to further safeguard emails and/or contacts, for greater peace of mind, a good best practice ZorWare would recommend is to follow these PST file instructions. These will allow Franchise Business Owners to perform those necessary backups: 

https://housemaster.freshdesk.com/support/solutions/articles/72000609210-back-up-youremail https://housemaster.freshdesk.com/support/solutions/articles/72000613245-back-up-yourcontacts 

What is an alias email address? 

•      An alias is an alternate email address name associated with your primary email account. 
•      An alias directs to the same inbox as your primary email address. Microsoft allows users to have multiple alias names associated with a single account. 

Although you may have multiple alias email names for incoming email, any email sent out of that primary inbox will display the primary email address as the sender. 

•  Example: 

1. Account Brand@brand.com may have an alias of Brand.user1@brand.com, and emails sent to Brand.user1@brand.com may be read in the mailbox of Brand@brand.com. 

2. If/when any of those emails are replied to, the recipient will see the name Brand@brand.com as the sender of the email. 

Will my email address be changing? 

Yes, your email address will be a new account, but it may appear the same. Some instances where it may appear different are:

•     Old email address does not meet naming standards 
•     Requested change of display name 
•     Combining of accounts 
•     Changing of domain (this is the portion after the @ symbol) 

When sending emails, will I be able to select an alias as my outgoing email address? 

No, you cannot send out outgoing email from an alias. 

How do I access emails? 

When you are first provided your new login for O365, you will need to log into the Outlook Web client to change your password. After that, you can access emails in one of 3 ways: 

•     Outlook Web client, navigate to https://portal.office.com then enter your email address as the username, and the given temporary password. 
•     Outlook Desktop (only available with the E3 license). 
•     Outlook mobile version for cell phones or tablets 

How will I know my temporary password? 

Your Franchise Business Coach, or another brand representative, will provide login information to each Franchise Business Owner. The login information will include all O365 user accounts for all existing users within their business. 

After the transition, how will I create a new email address? 

If you think you may need to purchase additional email addresses, ZorWare recommends that you email support@zorware.com with the details of the need. From there, we will work with the Billing@zorware.com team, as needs arise. 

ZorWare offers three different license types: 

•     Exchange (Email Inbox only) 
•     E1 (Online Access to Microsoft Office Apps plus email) 
•     E3 (Desktop access to Microsoft Office Apps on up to five devices)

Are all users being moved at once? 

Migration of emails will occur at once (only once). 

What if I’m unable to access my emails? 

Once the emails are migrated to O365, access to prior emails will not be available. 

What is the maximum file size supported through the migration? 

•     The migration can support individual files up to 60 GB. 
•     Available storage in O365 is based on the email license type. 
  • Exchange Online – 50 GB mailbox: 
  • E1 – 50 GB mailbox; 1 TB in OneDrive
  • E3 – 100 GB mailbox; Unlimited OneDrive 

Will all my contacts be migrated over?

ZorWare’s goal is to migrate all contacts, but we strongly recommend that Franchise Business Owners follow the backup instructions found within link below to help mitigate the risk. https://housemaster.freshdesk.com/support/solutions/articles/72000613245-back-up-yourcontacts

What are the costs for O365, and will I have a different Tech Fee? 

Please contact billing@zorware.com for all billing inquiries. 

What are the different O365 packages that we can select? Number of emails? 

Please contact billing@zorware.com for all billing Inquiries. 

Are mobile apps included with the O365 licenses? 

Both the E1 and E3 licenses include access to Teams, Word, Excel, PowerPoint, OneNote, and Outlook mobile apps. They also include access to OneDrive. 

Are desktop apps included with E3 licenses? 

The E3 license includes Word, Excel, Teams, PowerPoint, OneNote, Outlook, Access (computer desktop only), and Publisher (computer desktop only); and can be installed on up to 5 devices – such as 5 Window or Mac (this number is combined across both platforms) computers, 5 tablets, 5 smartphones per license, and/or a combination of 5 of those devices. 

Who do I contact for support on email issues? 

ZorWare business hours are Monday-Friday 6am-7pm central time. ZorWare observes all Neighborly company holidays. 

Support Options:

1. Help Desk Self-Help Ticket Portal 

•     Direct Link: https://zorware.freshdesk.com/support/tickets/new
•     The Google Chrome Browser is recommended. 
•     You may submit a ticket without logging into an account. 

2. Email 

•     Email Address: o Support@zorware.com 
•     To ensure assistance in a timely manner, please exclusively use this email address for support. No other email address will create prioritized ticket automatically with ZorWare Support. 

3. Chat 

•     Direct Link: https://Zorware.freshdesk.com/support/home 

4. Phone/Voicemail 

•     (254) 405-6757 

For the owners currently using Office 365, what happens to their files (.xls, .ppt, .doc…), should they choose Exchange? 

If Franchise Business Owners are not using E3 licenses they will not have access to the downloaded version of Microsoft desktop applications (included but not limited to Word, PowerPoint, Excel, etc.) 

For the Franchise Business Owners currently using Office 365, what happens to their files, should they choose E1? 

    If Franchise Business Owners are not using E3 licenses, they will not have access to the downloadable version of Microsoft desktop applications (included but not limited to Word, PowerPoint, Excel, etc.) 

What will be done to minimize data loss? 

    ZorWare will use all best practices to mitigate the potential of lost data to the best of their ability. ZorWare strongly recommends utilizing all backup methods and best practices outlined in this FAQs document to help combat that risk.