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From other hosting company

We are happy to support you with the transfer or migration of data if you would like to switch from another host to us. We will try to prepare you as well as possible with this guide to ensure a smooth transition.

Contact us​

Contact us

So that we can coordinate everything important with you, please contact us as early as possible so that we can make the preparations together in a calm atmosphere.

In order to be able to make a rough estimate, we first need the following information from you:

  • Database size (uncompressed)
  • Size of the media data (uncompressed)
  • Number of users
  • Example matrix handle of your instance (e.g. @yourname:yourdomain.com)
  • Domain under which the matrix home server runs
  • Is the domain under your administration? Do you have the option of setting DNS entries?
  • Which hoster are you using?
Important: Domain

Is the domain not under your control or can you not change DNS entries? Then unfortunately server-side migration is not possible. In this case, however, you can consider restarting with a different domain and possibly trying a client-side migration (Link). However, this tool is currently still in beta and has not worked reliably in some cases. A possible alternative is to start again with a fresh Matrix instance and a previous HTML export of your chats as an archive.

If you cannot find this data in the export area of your previous hoster, please contact them in advance.

To ensure that the information does not get lost, we would ask you to create a ticket in your customer account and upload the relevant information there. Alternatively, you can also send us an email to info@ossrox.org or via our contact form. We will get back to you as soon as possible and ask for further information, if necessary.

Preparing for the migration​

Before the migration can be carried out, a few checks must be made in advance:

  • A few days before the migration, the DNS-TTL (Time To Live) of your domain must be set to a lower value such as 600 (10 minutes). The default value is often 24 hours - which would delay the switchover to our server. After the migration, you are welcome to increase the value again.
  • You must ensure that you have access to the current export of your data at the time of migration
  • Please send us the configuration of your Matrix home server
  • Order your Matrix tariff in our Shop 2-3 days before the planned migration.
  • Instruct each of your users to back up the E2EE keys before the migration.
  • Please switch off your old Matrix server before the final data export and make the exports available to us promptly. You will receive an upload link from us for this purpose. Alternatively, you can also change the DNS entries in advance and start the export 15-20 minutes later.
  • Make a note of the current DNS entries and change them as agreed.

Migration​

If the migration is successful, you will receive a short email from us afterwards and you should be able to continue as usual. The duration of the migration depends on the order situation and the size of your Matrix instance. However, the migration is usually completed after 4 hours at the latest. Please test immediately after the migration is complete to ensure that all data is complete and that sending and receiving messages is working.

Support​

If you need help during the migration process or have any questions, please create a ticket.