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Off-boarding a customer account

Overview

If a customer wants to stop using Blumira and the sub-account needs to be removed or deleted from your NFR account, it is important to notify Blumira by email as soon as possible. First, notify Blumira, then complete the steps below as the administrator to deactivate logging, findings, and scheduled report notifications.

Notifying Blumira

Determine if the customer plans to stop using Blumira entirely and wants to delete their account or if they plan to continue to use Blumira on their own or with a different MSP. Including this information in the request helps us to provide continuity of service through the transition period.

Send an email request to support@blumira.com and CC msp@blumira.com.

Important: Always loop in the MSP team (msp@blumira.com) to any conversation where you, as the MSP, or your customer wants to de-provision a Blumira account. Our MSP partners are the administrators and owners of their customers’ sub-accounts, and Blumira requires notification from the account owner prior to performing any changes that impact subscription agreements and billing.

Include these details in the email:

  • Provide the name of the sub-account and its current edition.
  • Indicate your requested end-of-service date.
  • Confirm if the account should remain active but move to a new parent organization in Blumira: 
    • If the organization plans to self-manage the account, you must add at least one Blumira administrator from the customer to the sub-account before it is separated from your MSP parent account. In your email to us, include the contact information for the new users who are taking over administering the account.
    • If the account will move to a different MSP, please CC an administrator at the new MSP and someone from the client organization so that we can obtain approval from everyone before making any changes.

To provide the above information, you can copy and paste this list below into an email and insert the appropriate answers:

  • Organization (account) name: <name>

  • Current Blumira edition: <Free, SIEM+, etc.>

  • Requested end-of-service date: <date>

  • Is the account going to be self-managed or managed by a different MSP? <yes/no/unknown>

  • Have you started de-provisioning? <yes/no>

  • Okay to delete all account data? <yes/no>

De-provisioning a customer account

Before we can permanently remove a customer's account, an MSP administrator must complete the steps below to help prepare for the appropriate transition. If the customer is canceling and has no plan to continue using Blumira, stop sending logs and alerts before the end-of-service date.

  • Remove all users that do not need access, which also stops all app notifications:
    1. Navigate to Settings > Users.
    2. Click trash-can-regular.svg Delete next to each user to remove them.
  • Remove all of the customer's sensors:

    1. Navigate to Settings > Sensors > View details.
    2. In each Sensor detail screen, click Remove Sensor.
  • Remove all of the customer's Cloud Connectors:

    1. Navigate to Settings > Cloud Connectors > Edit Cloud Connector.
    2. Click Remove.
  • Remove any agent devices:
    1. Navigate to Blumira Agent > Devices > Device details.
    2. Click Remove.
  • Delete all scheduled reports:

    1. Navigate to Settings > Reporting > Scheduled Reports.
    2. Click trash-can-regular.svg Delete next to each report to delete.

Next steps

A Blumira Support team member confirms the completion of a full de-provisioning and the date that service ends, if appropriate.