ESM-Cloud-Customer-Exit-Process_686070016

Introduction

When a SaaS customer decides to leave, it's crucial to handle the transition smoothly and professionally to ensure a positive experience, which can impact future business opportunities and the company’s reputation. This document describes the main processes and actions regarding customer exits.

Service Description about Service Decomission

Service Decommissioning
Upon expiration or termination of the SaaS Order Term, Micro Focus may disable all Customer access to
SaaS, and Customer shall promptly return to Micro Focus (or at Micro Focus’s request destroy) any
Micro Focus materials.
Micro Focus will make available to Customer any SaaS Data in Micro Focus’ possession in the format
generally provided by Micro Focus. The target timeframe is set forth below in Termination Data
Retrieval Period SLO. After such time, Micro Focus shall have no obligation to maintain or provide any
such data, which will be deleted in the ordinary course.

Communication and Coordination

Notify Relevant Teams: Inform all relevant internal teams (support, billing, account management, cloud service etc.) about the customer's decision.
Designate a Point of Contact: Assign a single point of contact to manage the transition and ensure all queries are addressed promptly. Usually it's the CSM.

Data Management

Data Backup and Export: Ensure the customer can export their data easily. Provide assistance if necessary.
Data Deletion: Plan for secure deletion of the customer’s data from your servers after a certain period, in compliance with data protection regulations and your data retention policy.
Data Access Period: Provide a clear timeline for how long their data will remain accessible after service termination.

Security and Compliance

Revoke Access: Ensure all user accounts associated with the customer are disabled and access to the system is revoked.
Compliance Check: Ensure that the termination process complies with all relevant legal and regulatory requirements, such as GDPR or CCPA.

Detailed Steps for customer exit

Customer to submit service request to trigger customer exit project

The customer needs to submit a service request in PCS to start the customer exit process. All related communication will be still handled in PCS until all the tasks are done and close the user account in PCS.

In the request, the customer needs to clarify the following specific needs:
Whether they wish to export existing ESM/SMAX transaction data?
What's the expected date customer want all tenant data to be emptied out completely?
What's the exact date Opentext to commit all relevant date (including backup data) will be cleaned out completely?
What's the exact data to close PCS support channel?

Assist with data export

What’s the suggestion to customer to export data?
- SMAX
  - SMAX Offer customer to use OData export to export data
    - Cloud Ops team can help to use existing OOTB OData export script to export SMAX transaction data per tenant
  - CMS/HCMX/OO
  - Not support by now
  - PCS data
  - No Support by now

Plan data deletion

Notification to customer to notify when we will terminate the tenant and delete all data
- Cloud Ops will handle such notification from PCS.
Scope of data deletion
Data retention- farm level data retention is only 7 days. After 7 days customer data will permanently removed from Cloud environment

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