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 account 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 [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 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 request is to move the account onto its own, provide the contact information for the new administrators or users who are taking over the account.
    Note: At least one Blumira Administrator from the customer must be added to the sub-account before it is separated from your MSP parent account.
  • If the request is to move the account to a different MSP, please CC an admin from the incoming MSP and someone from the end client so that we can obtain approval from everyone before the de-parenting and re-parenting are completed.
• Confirm whether or not all customer data can be deleted on or after the end-of-service date, unless the account is moving to a new parent organization.

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

• Organization: <name>

• Current Blumira Edition: <Free, SIEM Pro, SIEM + Endpoint Visibility, etc.>

• End-of-service date: <date>

• Is the account moving? <yes/no/unknown>

• De-provisioning complete? <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 account 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.

1. Remove all of the customer's sensors:

   1. Navigate to Settings > Sensors > View details.
   2. In each Sensor detail screen, click Remove Sensor.
      
      

2. Remove all of the customer's Cloud Connectors:

   1. Navigate to Settings > Cloud Connectors > Edit Cloud Connector.
   2. Click Remove.
      
      
3. Remove any agent devices:
   1. Navigate to Blumira Agent > Devices > Device details.
   2. Click Remove.
      
      

4. Delete all scheduled reports:

   1. Navigate to Settings > Reporting > Scheduled Reports.
   2. Click next to each report to delete.
      
      
5. Remove all users that do not need access, which also stops all notifications:
   1. Navigate to Settings > Users.
   2. Click next to each user to remove them.

Next steps

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