CloudHealth Customer Off-boarding Process - Partners

Products

• CloudHealth

Issue/Introduction

Once a customer has provided notice of termination to the Partner, the Partner needs to determine whether the Customer Tenant needs to be kept for historical purposes, or whether it can be deleted.
 
The following Off-boarding process is determined by the Cloud Provider and how the Customer has been configured in CloudHealth.

Resolution

• AWS

  • Customer has linked accounts to Partner's Master Payer Account and assigned using PGB.
    • If Customer tenant and data is no longer required and Customer is leaving your AWS resell:
      • Delete the Customer Tenant from Partner->Customers-List:

  

  • Unlink the customer accounts from your Master Payer Account within AWS console.
  • Delete the linked accounts from the AWS account list:

  

  Note: During overnight processing, the deleted accounts will reappear with status = “Unknown”, this is because CloudHealth will re-derive the accounts from your Master Payer’s Cost and Usage Report as we can see spend within the CUR for these accounts. These accounts will stay within the platform for 13 months due to our data retention.

  • If Customer tenant and data is no longer required and Customer is not leaving your AWS resell:

  Note: As we collect ALL costs from the AWS Cost & Usage Report (CUR), we will not be able to stop invoicing you for the deleted Customer Accounts!

  • Delete the Customer Tenant from Partner->Customers-List:
    • Remove the IAM role and policy from the Customer accounts within AWS console.
    • Delete the linked accounts from the AWS account list:

   

  Note: During overnight processing, the deleted accounts will reappear with status = “Unknown”, this is because CloudHealth will re-derive the accounts from your Master Payer’s Cost and Usage Report as we can see spend within the CUR for these accounts. These accounts will stay within the platform for 13months due to our data retention.

  • If Customer tenant and data is required for historical purposes, and Customer is leaving your AWS resell:
    
    • Unlink the customer accounts from your Master Payer Account within AWS console.
    • The AWS Accounts within the AWS account list will likely change status to “Critical” as the IAM and configured role ARN will be rejected by AWS.
    • Delete the linked accounts from the AWS account list:

   

  Note: During overnight processing, the deleted accounts will reappear with status = “Unknown”, this is because CloudHealth will re-derive the accounts from your Master Payer’s Cost and Usage Report as we can see spend within the CUR for these accounts. These accounts will stay within the platform for 13 months due to our data retention.

  • If Customer tenant and data is required for historical purposes, and Customer is not leaving your AWS resell:

  Note: As we collect ALL costs from the AWS Cost & Usage Report (CUR), we will not be able to stop invoicing you for the deleted Customer Accounts!

  • Remove the IAM role and policy from the Customer accounts within AWS console.
  • The AWS Accounts within the AWS account list will likely change status to “Critical” as the IAM and configured role ARN will be rejected by AWS.
  • Delete the linked accounts from the AWS account list:

   

  Note: During overnight processing, the deleted accounts will reappear with status = “Unknown”, this is because CloudHealth will re-derive the accounts from your Master Payer’s Cost and Usage Report as we can see spend within the CUR for these accounts. These accounts will stay within the platform for 13 months due to our data retention.

   

  • Customer has their own Payer Account configured in the Partner’s tenant and assigned using PGB:

  Note: As the customer will own their AWS accounts, then legally they also own their Cloud Spend data, as such the Customer tenant and data should be deleted as soon as possible.

  • If Customer tenant and data is no longer required:
    
    • Delete the Customer Tenant from Partner->Customers-List:

   

  • Delete the linked accounts from the AWS account list:

   

   

  • Customer has their own Payer Account configured in the Customer tenant:

  Note: As the customer will own their AWS accounts, then legally they also own their Cloud Spend data, as such the Customer tenant and data should be deleted as soon as possible.

  • Delete the Customer Tenant from Partner->Customers-List:

   

  Azure

  • Customer is part of your CSP.
    
    • If Customer tenant and data is no longer required and customer is leaving your CSP:
      
      • Delete the Customer Tenant from Partner->Customers-List:

   

  • Unlink the customer accounts from your Azure CSP within Microsoft Partner Center or Azure Portal: https://portal.azure.com/.
  • Delete the Service Principal from Azure Service Principal:

   

  • Cloud Spend and data for customer will be removed.
  • If a customer is not leaving your CSP and you wish to keep historical data, delete the customer tenant and Service Principal as above. CloudHealth will stop collecting cloud spend from the day the customer tenant/service principal has been deleted.
  • If you need to keep the customer tenant, then ensure the service principal is removed from both Partner and Customer Tenant, and also remove the CSP account assignment within the Customer Tenant Settings.
  • Customer has their own Microsoft Enterprise Agreement configured in the Customer tenant

  Note: As the customer will own their EA accounts, then legally they also own their Cloud Spend data, as such the Customer tenant and data should be deleted as soon as possible.

  1. • Delete the Customer Tenant from Partner->Customers-List