Data transfer between 3Shape and the Customer should be done via SharePoint.

All customers' backups should be stored only in the SharePoint space. 

The backup folder should be named after a specific case number (e.g.,“CAS-***-***”) and should be stored in the main folder "Customer Data Migration".

Once the customer's backup is prepared, the Service Team will upload it to the SharePoint and notify the responsible support agent of the case. The service specialist will add an appropriate note about data upload in the hardware ticket timeline. An email notification will be sent to the support agent. 

How does the support agent proceed with uploading the customer's backup?

The support agent needs to log in to the SharePoint space and locate the folder "Customer Data Migration".

If there is no access to the Customer Data migration folder, access via SharePoint should be requested. 

A support agent should follow the steps: 

• Find and highlight the relevant case folder, and click Share. 
• Insert the customer's email (check the responsible contact of the case in the CRM). Make sure the user “Can edit”.
  
• Add a message:
  ‘Kindly upload the files within 30 days. Please note that they will be automatically deleted after this period.’
• Send the sharing invitation to the customer.
• Add a note to the case timeline ‘The backup folder on SharePoint was shared with the customer'.
  
  The customer will receive an email with the link to the folder.

When the customer opens the folder via the link, he will receive a different email with the temporary verification code from Microsoft. This code should be used to enter the SharePoint.

The customer will have access only to the folder that was shared with him by the support agent.

The customer needs to click on the "Download" button and choose a location on his PC to save the files. 

Please note:

All customers' backups will be stored on SharePoint for 30 days from the date the folder is created. After, the backup folder will be automatically deleted.