Partner Best Practices for Churning or Migrating Customers

Products

• CloudHealth

Issue/Introduction

The Partner should notify the Partner Development Specialist (PDS) in order go over customer feedback, lessons learnt and any actions.

 

Churning Customers (no longer using Aria Cost)

• Ensure any required reports and information is saved before proceeding with any customer tenant and account deletion. Once cloud accounts are deleted all cost and usage history associated with those accounts is also removed.
• If cost and usage history is to be kept for reporting and data retention purposes, from within the partner and customer tenants, remove Aria Cost access to the cloud provider at the cloud provider level (for example: modifying or deleting the AWS IAM Policy/Role or the Azure Service Principal).
• If the customer tenant is to be kept for historical data reporting, remove customer access by deleting all customer users from their tenant, and if Single Sign On (SSO) is in use, delete the SSO configuration
• If no data is to be retained, proceed with customer tenant and cloud accounts deletion:
  • Delete the customer tenant. This is a soft delete and the tenant can be restored within 21 days. After this time the tenant is permanently deleted.
  • Remove any customer cloud accounts from the partner tenant to avoid any incurred costs and potential data retention issues

 

Migrating Customers (moving from Partner to Direct or Partner to Partner)

The Aria Cost support team is able to unlink channel customer tenants from the current partner and either:

• Link them to another partner
• Convert them to a direct Aria Cost customer

 

Firstly, the Partner should notify the Partner Development Specialist (PDS) and Technical Account Manager (TAM) so that authorisation documents can be obtained.

Once the documents are completed by all parties in question, the partner raises a support ticket to get the customer tenant migrated. If there is a certain date that this migration should occur, this should be specified in the ticket (once the migration occurs the partner loses all access to the customer tenant).

 

Migration Data Retention

• No data retention: the partner removes any customer cloud accounts from the partner tenant to avoid any incurred costs and potential data retention issues
• If cost and usage history is to be kept for reporting and data retention purposes, remove Aria Cost access to the cloud provider at the cloud provider level (for example: deleting the AWS IAM Policy/Role or the Azure Service Principal)