<aside> 💡 Whenever Customer Success or Key Account from Business Development triggers a customer off-boarding, please ensure to follow and document these steps.

</aside>

Request Verification

Responsibility: Customer Success

• [ ] Separate support ticket in HubSpot is created by Customer Success
  • [ ] Customer is a organisation and not an individual
  • [ ] Team(s) including their internal team IDs are named
  • [ ] Users for deletion are named and customer explicitly stated that it’s okay to delete them
  • [ ] Users’ email addresses have to end with the corporate domain name to be deleted within this process (for end user off-boarding check the respective process)
• [ ] Responsible Key Account documented their approval into that ticket
• [ ] End of subscription in Stripe is reached (or adjusted by Key Account to today’s date)

After Request Verification

Responsibility: Customer Success

• [ ] Get users disabled in Keycloak by Product Development
• [ ] For each team change the team settings to
  • [ ] Do not disturb (for disabling cleaning schedules)
  • [ ] No dealer access
• [ ] Calculate the deletion date (date of verified request + 60 days)
• [ ] For each team add “ Deletion on DD/MM/YY” to the end of the team name
• [ ] Send out customer email 1 mentioning
  • Request acceptance
  • Disabled access
  • Future final deletion date
  • Restrictions: Backup grace period, accounting data
• [ ] Update support ticket
  • [ ] Create task for final deletion

Upon Final Deletion Date

Responsibility: Customer Success