This policy defines the scope, limitations, responsibilities, and verification period relating to email migrations performed by JUCRA Digital SL.
Email Migration Policy
This document applies to migrations from Rackspace or any other third-party email provider into JUCRA’s SmarterMail infrastructure.
Approval of migration confirms acceptance of this policy, including the verification period and responsibility boundaries.
Table of Contents
1. Scope of Migration
What JUCRA Will Do
- Create mailboxes on the new SmarterMail server
- Configure DNS (MX, SPF, DKIM, DMARC where applicable)
- Migrate server-side mailbox data
- Confirm successful webmail login
- Confirm top-level folder visibility
What JUCRA Will NOT Migrate
- Local PST or OST files
- Emails stored only on local computers
- Locally archived Outlook data
- Email client rules or profiles
- Corrupted mailbox structures
- Third-party integrations
Important: Migrations are performed server-to-server. Only data that exists on the source mail server can be migrated.
2. 10-Day Verification Period
After migration completion, the client has:
10 Natural Calendar Days
to verify mailbox contents and report any anomalies.
During this period, the client should:
- Check all folders using webmail
- Confirm critical emails exist
- Confirm sent mail visibility
- Report missing folders or anomalies
Webmail is considered the authoritative source of truth.
After the 10-day period:
- The migration is considered accepted
- The source mailbox may be permanently closed
- Further recovery attempts cannot be guaranteed
3. Folder Structure & Character Limitations
Certain mailbox folder structures may not migrate correctly.
Common examples include:
- Leading special characters (*, %, &, etc.)
- Invalid UTF encodings
- Deeply nested folders
- Provider-specific system folders
- Folders using reserved characters or slashes
If a Folder Does Not Migrate
- JUCRA will review the source mailbox during the 10-day period
- A best-effort manual review may be attempted
- Manual review is provided free of charge during the verification window
JUCRA cannot guarantee recovery of:
- Corrupted folders
- Improperly encoded folder names
- Folders created by client-side anomalies
4. Local Email Client Limitations
JUCRA is not responsible for:
- Emails stored only in PST/OST files
- Locally deleted emails
- Rules moving mail into local folders
- Cached mode inconsistencies
- Outlook folder mapping issues
- Mobile synchronisation problems
As outlined in the JUCRA Email Support Policy:
JUCRA provides infrastructure services only and does not provide end-user IT support.
5. Definition of “Missing Email”
An email is considered “missing” only if:
- It does not exist in webmail on the source server, and
- It does not exist in webmail on the destination server
If the email exists in webmail but not in Outlook or another device, this is considered a client-side issue and falls outside migration scope.
6. Backup & Recovery Limitations
During the verification period:
- JUCRA may temporarily retain access to the source mailbox
- Access depends on contractual availability with the source provider
- Third-party retention policies remain outside JUCRA control
After the review window:
- Legacy systems may be closed
- Recovery options may no longer exist
- Indefinite access cannot be guaranteed
7. Acceptance Clause
By approving migration, the client confirms:
- They understand the 10-day review period
- They will verify mailboxes via webmail
- They accept the infrastructure-only support model
- They understand the folder structure limitations
- They accept that after 10 days the migration is considered complete
8. Large Mailbox Disclaimer
Very large mailboxes may require staged or phased migration.
Depending on mailbox size, internet speed, provider throttling, and folder complexity, migration completion times may vary significantly.
Final Recommendation: Clients should always review migrated mailboxes using webmail immediately after migration and before cancelling any existing provider services.