Support for the Email Migration

The Email Migration Project is going to be impactful for everyone. To help make the transition as smooth as possible, we’ve put together an Email Migration Documentation Hub, a schedule of training sessions and dedicate post-migration support.

Email Migration Documentation Hub

This site gives you access to helpful information including How-to documents, guides, FAQs as well as a section of ‘Getting Started Documents’ that we suggest you check out!

You will need to go to the IT Helpdesk portal (helpdesk.pmc.com) in order to get access to the Email Migration Documentation Hub.

Getting Access:

1. In a browser, go to helpdesk.pmc.com.

2. Log in using your existing portal credentials (see below for more help on this).

3. Scroll down the page and look for the Email Migration Documentation Hub page link.

NOTE: You might see an additional ‘Confluence’ log in request come up. Just use the same credentials you use to get into the IT Helpdesk.

You likely already have a username and password. You will have already signed up for an account if you have ever submitted an IT Helpdesk request or if you currently use Jira for your work management, or if you have ever submitted a request via one of the other portals (such as the Product & Engineering Portal, the Design Portal, the Email Newsletters Portal or the Analytics Portal).

Just go to helpdesk.pmc.com and click on ‘Forgot your password?’ if you need to retrieve your password - your username should be your email address, or click ‘Sign up for an account’ if you need to sign up.

Training

We will hold training sessions in the week prior to each migration. The training sessions will walk through:

How to log into your new email account
Introduction to Outlook web application
Finding contacts
Finding your calendar
How to get to Microsoft OneDrive and find your files from Google Drive

We will run two identical training sessions prior to each migration, both covering the same topics. We encourage you to attend one of them. You will receive invitations to both sessions approximately 2 weeks before your migration, please accept one of them and decline the other.

Post-Migration Support

IT will stagger the email migrations and migrate different brands on different dates. Every mailbox within a brand will migrate at the same time. One of the reasons we do this is so we can provide dedicated post-migration support as we complete the email migration for each brand.

If after your email migration, you have a question or are unsure how to use the new Outlook webmail platform, we encourage you to check out the Email Migration Documentation Hub where you will find How-to documents, guides, FAQs as well as a section of ‘Getting Started Documents’.

If after your email migration, you have an issue or problem, please open a helpdesk ticket at helpdesk.pmc.com. In the portal please select “Email Migration Project” so we can quickly get the ticket to the right team to assist you. It is important that you select this ticket type so your request goes directly to the dedicated team.

Support Prioritization

In order to ensure we resolve the most critical issues first, we will be prioritizing post-migration support requests as follows:

Priority	Requests
1	Unable to log into Outlook webmail Unable to send/receive email in Outlook webmail Core function broken with no workaround in Outlook webmail including calendar and document access
2	Missing emails or calendar events Core function broken with workaround in Outlook webmail including calendar and document access
3	Any help or configuration requests that we have provided documentation for you to be able to complete yourselves. Including, but not limited to: Help with retrieving missing files Help setting up your Outlook desktop application Help with features and functionality

Our aim is of course to get to every request as quickly as we can, but if you have a request that falls into Priority 2+, thank you in advance for your patience as we rush to support colleagues with critical issues.