Mimecast Partner - Customer Cancellation

This article outlines the process for MSPs when implementing customer cancellations, partner changes, and data exports.

Considerations

Canceling (Prior-Contract Terms Fulfillment)

Partners can access a customer's account record in the Portal after eleven months of an active subscription and initiate the Cancellation Process. The MSP is obligated to a 12-month contract, so if the MSP Cancels in 11 months and one day, the MSP remains contracted for the full 12 months, and Mimecast will not withdraw services until contract completion at 12 months.

Canceling (Post-Contract Terms Fulfillment - Renewals)

Canceling a subscription older than 12 months will automatically initiate the process with Mimecast.

Cancelation via the MSP Partner Portal

From the Partner Portal home page, follow these steps to process a customer cancellation:

1. Click on the Menu toolbar icon.
2. Select Customers | Complete.

This can also be actioned from the home page by selectingTotal Customers | View More.

3. Select the appropriate customer (use the search bar function if needed.)

4. Select the (Green) Cancel button to continue the cancelation process.

Only customers showing a Green Cancel button can be canceled.
 Grey indicates the customer cannot be canceled at this time.

5. On the Cancel Customer page (below), there are two types of cancelations to choose from:

• • A Partner Change where the MSP's customer is moving to another partner and will be keeping some or all their products and services (continue here to find the Partner Change process) OR;
  • Cancel, where the customer will no longer require Mimecast services.

6. Select the Cancel option to continue with the cancellation.

7. The Cancellation page will appear.

8. Select the appropriate Data Export option:

• If data export is required, select "Yes" under the Data Export section. Mimecast will follow up with additional steps to complete the Data Export process. Finally, Mimecast will email the partner that cancellation is taking place and that there is further action to achieve the Exgestion Quoting Process.
• If the MSP selects "No," Mimecast will initiate the cancellation process.

9. To progress the cancellation, the partner must Agree to the terms; otherwise, an error message will appear indicating that the MSP must accept the terms before continuing.

10. Once the terms are accepted, select "Confirm" to continue.

11. You will then be taken to the Customer page. The Cancellation Status will appear as "Pending Cancelation," and Mimecast will log the cancellation request under the Recent Customer History.