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Migrate customers to MSC

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About

You can migrate your externally managed customers as discrete tenants in the Managed Services Center (MSC). Customers with the following workloads can now be migrated -

  • Hybrid Workloads (Phoenix)
  • SaaS Apps and Endpoints
    • Microsoft 365
    • Google Workspace
    • Endpoints (Devices)

​Migration Process

The migration of customers requires you to work with Druva Support closely.

The migration is driven from the new MSC Migration console: https://console.druva.com/migrate.

During each stage of the migration, you receive an email notification with the required action. 

Here’s an overview of the various stages of the process.

Migration_process.png

The following table discusses the steps in detail:

After migrating SaaS Apps and Endpoints customers to MSC:

  • The expiry date of the tenant with the longer duration will apply to SaaS Apps (Microsoft 365 and Google Workspace) and Endpoints.
  • The Microsoft 365, Google Workspace, and Endpoints license expiration dates will be set to three years if the license expiration date of Endpoints exceeds three years.

Stage

Action required

Plan

A Druva representative will notify you about the tenants that need to be migrated. 

You need to:

  • Nominate a Druva Cloud platform administrator (who administers the customer account) and an MSP administrator to handle the migration process. 

  • Create a new or decide from an existing service plan you want to assign to the customer after migration to MSC. 

 If a customer is using all the supported workloads, you need to migrate both products at the same time.

Also, review the FAQs for Migration. 

Approve

The customer’s Druva Cloud administrator receives an email to approve the migration.

The following screen appears in the MSC Migration console:

Customer_Migration_Approval.png

Initiate

Druva MSP administrator receives an email with a verification token for authenticating and initiating the migration. 

At this stage, you must also select a service plan for the customer.

You will see the following screen in the MSC Migration console:

Initiate_Customer_Migration_MSP.png

The verification token is valid for only 72 hours. Ensure that you complete the step before the token expires. If the token expires, contact Druva support to trigger the approval process again. 

Migrate

The Druva MSP administrator receives an email when the migration starts. 

Note: In case of both failures and success, the Druva MSP administrator is notified via email. In case of failures, Druva will work with you to resolve the issue.

Validate

The Druva MSP administrator receives an email after the migration is complete. 

To validate:

  1. Login to MSC.

  2. Go to Customers. 

  3. Search for the customer you have migrated.

  4. Select the customer and click Access Tenant Console. 

  5. Accept the Cloud Services Agreement. 

  6. You should now be able to edit the customer. The customer details for the migrated products will be reflected in the console. 

Known Issues

Issue

 Description
MSP-3622

Customer migration fails if the customer's name contains Unicode characters. In such cases, do not migrate the customers to MSC.

FAQs for Migration 

What activities are restricted during the migration?

During the migration period, customer update activities such as adding users and updating licenses in inSync are restricted. However, none of the backup or restore activities are restricted. 

Will there be downtime during the migration?

There will be no downtime during migration.

What kind of sanity should be performed before going ahead with migration?

Ensure the following

  • The email IDs you provide are valid.

  • The customer is not in a suspended state.

Is customer involvement required to troubleshoot migration issues?

The Druva team will internally resolve migration issues. 

After how much time will the customer see information in the MSC reports?

Typically, it takes approx. 3 weeks to populate the customer data in the reports.