Success in a data migration project is shaped by several factors—careful planning, project complexity, deadlines, and more. However, support and partnership stand out as two of the most critical.
While Help Desk Migration is designed to be a highly automated tool, enabling migrations with minimal human intervention, we recognize that every migration has its unique challenges. For many, it might even be their first time migrating a help desk system. That’s why we not only provide a robust migration tool but also offer comprehensive support throughout the process.
To better meet the diverse needs of our customers, we’ve introduced three new support plans. After completing your Demo, you can select the plan that best fits your needs:
- Standard
- Premium
- Signature
- Enterprise
What is the Standard Support Plan?
- ✅ 9/5 Support via email, phone & chat
- ✅ Regular SLA response time (within 24 hours)
- ✅ Skipped/failed records check and migration
- ❌️ Dedicated support on weekends
- ❌️ 1 Data re-migration within 3 days
- ❌️ Interval migration (pause and resume migration)
- ❌️ Delta migration
Who is it for?
The Standard plan is designed for companies with smaller data migration projects that don’t require extensive customization. It's ideal for addressing basic questions and issues that can be resolved quickly.
Other details
No matter which support plan you choose, you’ll have free access to a robust library of self-help resources, including easy-to-follow video tutorials.
Our team is committed to responding to your inquiries within 24 hours during standard business hours, Monday through Friday, 9 AM to 5 PM (UTC +2 or UTC+3)*.
*Note on daylight saving time:
- From March 31, 2024, to October 27, 2024, our time zone is UTC+3.
- From October 27, 2024, to March 30, 2025, our time zone is UTC+2.
On weekends, we're available from 12 PM to 8 PM (UTC+2 or UTC+3, depending on the season).
Arkansas Tech University (ATU) used Help Desk Migration’s Standard Support plan to migrate data from its retiring Parature help desk to Freshservice, ensuring a smooth, efficient transition to a new support platform.
What Does the Premium Support Plan Include?
The Premium support offers the following features:
- ✅ 16/5 support via email, phone & chat
- ✅ High priority response time
- ✅ Dedicated weekend support: Receive dedicated support for 4 hours on weekends (10 AM to 12 PM, and 6 PM to 8 PM)
- ✅ 1 data re-migration within 5 days
- ✅ Skipped/failed records check and migration
- ❌️ Interval migration (pause and resume migration)
- ❌️ Delta migration
Who is it for?
The Premium support plan is ideal for small and medium-sized businesses dealing with larger data volumes. If your help desk has been customized, the Premium plan is especially beneficial, offering a smoother migration experience with greater data accuracy.
Other details
The Premium support package provides the same email, phone, and live chat support as our other plans, but with higher priority for quicker responses—even outside standard business hours.
A standout feature of the Premium plan is re-migration within 5 days. This service allows you to remove previously migrated data from your target help desk and re-migrate it to the same instance. It's particularly useful if you want to test your migration in a sandbox environment before moving to a live environment.
Brax migrated using Help Desk Migration’s Premium Support Plan, designed for SMBs' complex data sets. It ensures a smooth and accurate migration. Enhanced support helps reduce risks and handle non-standard configurations effectively.
Who Is the Signature Plan Best For?
The Signature plan includes the following features:
- ✅ 16/5 support via email, phone & chat
- ✅ Highest priority response time
- ✅ Dedicated weekend support: Receive dedicated support for 4 hours on weekends (10 AM to 12 PM, and 6 PM to 8 PM)
- ✅ 1 data re-migration within 10 days
- ✅ Interval migration (pause and resume migration)
- ✅ 1 Delta migration within 10 days
- ✅ Skipped/failed records check and migration
Who is it for?
The Signature plan is perfect for enterprises and companies that need to complete their data migration projects quickly and efficiently. It provides the highest level of support, including dedicated tech support during weekends and holidays. This plan is especially beneficial if you require rapid data re-migration and Delta migration within a 10-day window.
Global Protection Corp. (GPC) used Help Desk Migration’s Signature Support plan to migrate from Zendesk to Odoo, transferring approximately 55,000 tickets and 150,000 contacts while filtering a larger dataset and consolidating customer support data within a single ERP system.
Important Notice: Data Retention Policy
For the Full Data Migration, we store relevant information during the migration and for 3 (three) days afterward to address any potential issues. IAfter the retention period, if no problems are reported, we will consider the migration successful and proceed to delete the information related to it.
The retention periods are as follows:
- 3 Days for Standard plans
- 5 Days for Premium plans
- 10 Days for Signature plans
- Extended data retention period for Enterprise plans
What Does an Enterprise Plan Include?
The Enterprise plan includes the following features:
- ✅ Dedicated account manager and 24/7 service
- ✅ Custom SLAs with priority handling
- ✅ Priority security assessment
- ✅ Detailed, multi-step migration planning
- ✅ Interval Migration
- ✅ Delta Migration
- ✅ Extended data retention period
- ✅ Skipped/failed records review and re-migration
- ✅ Personalized migration customizations
- ✅ Extended Demo Migration for validation before final transfer
Who is it for?
The Enterprise plan is for large organizations with complex migration needs that require a fully managed, high-touch approach. It suits companies handling large data volumes, strict security requirements, or multiple systems and integrations. It’s ideal for teams that need custom SLAs, dedicated account management, and priority support throughout the process. Enterprises migrating mission-critical customer data with zero downtime requirements also benefit from it. It works best for businesses that need tailored migration workflows, such as multi-step or multi-thread transfers. In short, it’s designed for organizations that want a fully controlled, secure, and hands-on migration experience.
Pandora migrated from Zendesk to Salesforce with the Enterprise plan to unify customer service in a single ecosystem. Salesforce Service Cloud (Agentforce Service) provides a 360-degree customer view and stronger system integration. The migration consolidated key data: tickets, contacts, call recordings, attachments, and side conversations, while filtering historical records to keep only essential information.
How Do Help Desk Migration's Support Plans Compare?
| Feature | Standard | Premium | Signature | Enterprise |
| Support Hours | 9/5 (Email, Phone, Chat) | 16/5 (Email, Phone, Chat) | 16/5 (Email, Phone, Chat) | 24/7 Service |
| Response Priority | Regular SLA (24 hrs) | High Priority | Highest Priority | Custom SLAs & Priority |
| Weekend Support | ❌️ | ✅ (4 hours/day) | ✅ (4 hours/day) | ✅ Dedicated Support |
| Data Retention | 3 Days | 5 Days | 10 Days | Extended Period |
| Data Re-migration | ❌️ | ✅ Within 5 days | ✅ Within 10 days | ✅ Custom / Included |
| Delta Migration | ❌️ | ❌️ | ✅ Within 10 days | ✅ Included |
| Interval Migration | ❌️ | ❌️ | ✅ Included | ✅ Included |
| Account Mgmt. | Self-service | Standard Support | Priority Support | Dedicated Manager |
| Best For | Small projects, no customization | SMBs, larger volumes, customized desks | Enterprises, fast-paced projects, and Delta needs | Complex enterprise, high-security, mission-critical moves |
What is Delta Migration?
Delta migration is a feature that transfers only the new or updated tickets created after the initial full migration has started.
Instead of copying all data again, it continuously syncs recent changes, such as new tickets, replies, and updates, into the target system. This keeps both platforms aligned while your team continues working in the source help desk without interruption. It helps ensure a zero-downtime migration with no lost updates.
What is Interval Migration?
Interval migration is a Help Desk Migration feature that lets you pause and resume data transfers between platforms, helping avoid disruption during the migration process. It breaks the full migration into smaller stages, often run during off-hours, so your support team can continue working without interruption. This approach reduces system load and ensures smoother business continuity throughout the transfer.
Why is correct field mapping important during migration?
Field mapping ensures that both default and custom fields are transferred accurately between help desk systems. If fields are mismatched, it can lead to missing data, broken workflows, or incorrect reporting. Help Desk Migration reduces these risks by automatically matching field types, aligning dropdown values, and validating the setup through a Demo Migration before the full transfer.
What happens to my data after migration is completed?
After migration is completed, you have full control over your data and can delete it manually at any time. If the migration remains inactive for 30 days, our automatic archiving process triggers data removal from our systems, except for a minimal database that stores only essential statistical information. In line with our retention policy, no customer data is kept beyond the necessary period, and you can also request a data deletion certificate that confirms retention timelines, storage details, and the complete deletion process.
Final notes
Here’s a quick summary of what our “support” includes:
- Identifying and troubleshooting problems
- Assistance with issues during migration set up
- Guidance around migration configuration
Our customer support is exclusively provided in English and does not include help desk settings like system tuning or third-party app installations.
If you have any questions left, feel free to ask us.
