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 us by email as soon as possible. As an account's administrator, you can downgrade the account to Free edition in the MSP Portal, which will immediately de-provision paid features and permanently delete data that is older than two weeks, which is the maximum retention in free accounts; however, some customers plan to stay in self-managed accounts and do not want the data deleted. Verify the customer's plans before making changes.

Warning: Downgraded accounts cause permanent data loss that cannot be reversed. Ensure you only downgrade accounts when you are certain the data is no longer needed.

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 [e-mail] and CC [e-mail].

Important: Always loop in the MSP team ([e-mail]) 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 your email request for every account you need to off-board:

• 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>

•  

Next steps

A Blumira Support team member will follow up and confirm the completion of a full de-provisioning along with the date that service ends, if appropriate.