Electronic Mail FAQ - Mail System Upgrade December 2003-General

Beginning November 2003, TDE will be migrating to a new electronic mail (e-mail) system. We've prepared this FAQ to address your questions regarding the upgrade to this new system. The topics covered by this FAQ are general in nature and are applicable to all customers using TDE-provided e-mail services. This FAQ is continually being updated, so check back for additional questions and answers.

Q. What is this mail system upgrade?

A. The mail system consists of the computer hardware and software, operated by TDE, that is responsible for providing e-mail services to our customers. The mail system upgrade involves replacing the existing system with new computer hardware and software, then migrating all of our customers' e-mail services to the new system.

Q. Why is TDE upgrading the mail system?

A. Many advancements in e-mail technology have occurred since the current system was implemented. The current system is not capable of providing the enhanced features and capabilities made possible by these advancements. In order to offer these enhanced features and capabilities to our customers, our existing mail system must be upgraded.

Q. When is TDE upgrading the mail system?

A. Initial research related to the mail system upgrade started about two years ago. Since that time we have completed all but the final phase of this upgrade. The final phase of the upgrade, the complete migration of all customers' e-mail services, began November 9, 2003. Completion of this phase of the upgrade is scheduled to occur over the course of several weeks due to the anticipated increase in support calls related to e-mail.

Q. How will this mail system upgrade benefit me?

A. While there are many benefits to the new mail system, its features and capabilities related to the control of viruses and Unsolicited Commercial E-mail (UCE), or SPAM, will probably be most beneficial to our customers as a whole.

Q. Will I need to do anything related to this mail system upgrade?

A. Yes. Customers that use mail client applications (e.g., MS Outlook, MS Outlook Express, Eudora, etc.) on their computers will need to make some minor configuration changes to these applications. Customers that use our web-based e-mail client will also need to make some changes.

Q. How will I know when to make the changes related to this mail system upgrade?

A. Details regarding any changes that you need to make will be announced as the changes become necessary for your continued use of TDE-provided e-mail services. Be sure to check your TDE e-mail regularly over the next few weeks for these important announcements.

Q. I currently use mail client software (e.g., MS Outlook, MS Outlook Express, Eudora, etc.) on my computer to access my TDE-provided e-mail. Will my mail client software work with the upgraded mail system?

A. The short answer is, "It depends." Some of the features and capabilities related to security, virus control, and UCE/SPAM control that are being implemented are not compatible with, and/or not supported by, older e-mail client software. Nearly all mail client software released within the past couple of years should work fine, however if the mail client software you are using is older than a couple of years, you may need to acquire an upgrade from your computer software vendor of choice in order to access your TDE-provided e-mail.

Q. I currently use a web browser (e.g., MS Internet Explorer, Netscape, etc.) on my computer to access my TDE-provided e-mail via your web-based e-mail client. Will my browser software work with the upgraded mail system?

A. The short answer is, "It depends." As some features of the web-based e-mail client depend on MS Internet Explorer, full functionality of the web-based e-mail client can only be achieved if you are using MS Internet Explorer. Other browsers may work to varying degrees. As many older versions of MS Internet Explorer have reached their end-of-life and are no longer supported by Microsoft, TDE will only provide support for the web-based e-mail client to customers running MS Internet Explorer 6 or later.

Q. Will there be any downtime associated with this mail system upgrade?

A. High availability of all of our services is a top priority at TDE. Whenever possible, we try to complete all required maintenance activities after-hours. This mail system upgrade will be no different. There may be some brief (5 minutes or less) periods of downtime as we perform maintenance activities needed to prepare for the new mail system. On cutover day, customers will not be able to send and/or receive e-mail during the cutover of the mail domain containing their e-mail address. The cutover will take a few minutes. Following the cutover, all existing mail will be migrated to the new mail system. While customers will be able to send and/or receive e-mail immediately following the cutover, they will not have access to e-mail residing on the old mail system until their mail has been migrated to the new mail system. This may take from a few minutes to a few hours depending on the amount of e-mail that needs to be migrated for the mail domain. There will be no loss of e-mail during the migration. E-mail received prior to the cutover will be part of the migration to the new system. E-mail received after the cutover will be delivered directly to the new system.

Q. Since migrating to the new mail system, I have been receiving an e-mail every day with a subject of "TDE E-mail Quarantine Report". What is this e-mail and why am I receiving it?

A. One of the features of the new mail system is the ability for you to view your own quarantine. This report is one aspect of this feature. From this report you may review the e-mail addressed to you that has been sent to the quarantine. The report includes links to release e-mail from the quarantine to allow it to be delivered to your mailbox, as well as to delete e-mail from the quarantine. If you do not wish to receive this report, there is a link included in the report to disable it.