Problem
The customer requested to cancel their PPM Express subscription due to the fact that the users with administrative permissions were no longer with the company. This created a situation where no current member of the company had the ability to access and manage the PPM Express account settings or process the cancellation themselves. There were concerns about proceeding with the cancellation since it would result in the deletion of their PPM Express tenant, which cannot be restored and would lead to loss of all included information.
Solution
The PPM Express Support Team addressed the request for cancellation as follows:
- Initially, the Support Team reached out to a User with tenant Administator permissions for confirmation, as a part of security protocol.
- The customer confirmed that all emails from Heike were being forwarded to them, implying that they received the confirmation request.
- The customer provided additional context indicating that the account appeared to have been a test or playground, with the implication that there was nothing of importance within it, and that there were no outstanding bills related to the account.
- After this communication and confirmation from the customer, the Support Team consulted with their team members.
- The PPM Express Support Team then proceeded to successfully delete the customer’s tenant, along with all associated data from the PPM Express system.
- The customer expressed their appreciation for the fast support and requested to close the case.
- Finally, the Support Team confirmed the case closure and provided guidance on how the customer could reopen the ticket if necessary or reach out if they encountered any difficulties in the future.