Customer Offboarding Procedure

This document outlines the internal process for offboarding ORTEC customers after their maintenance contract ends, detailing steps for legal closure, system access removal, data deletion, and updating records in Synergy and Zendesk to ensure compliance and data privacy.

 

Audience: Internal

 

Purpose

Provide a clear, consistent process for offboarding ORTEC customers after their maintenance contract ends.

1. Trigger 

  • Customer formally ends the maintenance contract via Account Management.
  • Account Management handles legal closure, updates Synergy, and notifies Service Manager.
  • Service Manager initiates the offboarding steps.

2. Synergy Offboarding.

  1. Set customer’s Support Contract in Synergy to Inactive and update Services Remarks with termination details.
  2. Remove customer’s SharePoint Page and Library
  3. Remove ORTEC support accounts, Personal/general VPN accounts, Remove PasswordState
  4. Remove RAC and Documents 
    • If issues, request IT/FS to remove them.
  5. Close all active incidents, problems, and changes.
    • Add remark: “End of maintenance contract.”
    • If closure is blocked, escalate to IT/FS.
  6. Clean PasswordState 
    • Create a task for GCS BNL Manager including:
    • Original request from Account Manager
    • Synergy customer name
    • Full names of PasswordState lists to delete
    • Request to verify and remove lists
    • Note: Deleted lists cannot be recovered.
      Reference: Synergy ticket 16.174.554.
  7. Delete Customer-specific Data: Remove all customer-related operational data to ensure data privacy and compliance with internal retention policies.
    • Check all customer projects for secure folders; request folder owners to remove any remaining files.
    • Clean additional locations ( Applicable for WFM ) 
      • ONLCSD-GEN-MEET (old)
      • ONLSAASOPS-WF GLB
  8. Remove Environments 
    1. For Hosted
      1. For Consolidated ?????
      2. For Non_Consolidated, provide list of Servers from the RAC. 
    2. For On Prem - No action
  9. Remove Cloud Tenants via 2nd Line request ????
    • Delete Auth0 tenant
    • Remove ESS/MSS/APP cloud applications
      • Verify if anything else requires removal

3. Zendesk Offboarding

Close All Incidents: Finalize and close all Zendesk tickets.

  • Add remark: “End of maintenance contract.”

Rename Customer Users

  1. Rename all user accounts using the format:OffboardedUser1@Customer.com

     

     

Update Organization Tags and Notes field with: Offboarded 

 

 

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