This guide provides a step-by-step process for external Managed Service Providers (MSPs) to cancel their CoreView services. Please follow the instructions carefully to ensure a smooth cancellation process.
1. Review of Agreement
Step 1: Check Contract Terms
- Review your MSP agreement for any cancellation clauses, notice periods, and penalties.
- Ensure you’ve met any minimum term or commitment period (if applicable).
- If you need to review a non-standard request, email accounting_us@coreview.com to obtain your MSP agreement.
- Identify any exit fees, early termination fees, or additional costs for cancelling before the contract’s end date.
2. Notify Client and Begin MSP Cancellation
Step 2: Notify CoreView of Cancellation Request
- MSP Action: Log into PartnerApp and navigate to the “Tenants” section.
- MSP Action: Set all customer expiration to end of the last month’s subscription period
- MSP Action: Email CoreView at support@coreview.com to confirm that tenant removal has been completed.
Step 3: CoreView Confirmation
- CoreView will confirm all tenants have been removed and will forward the request to support@coreview.com to disable the MSP account.
Step 4: Final Billing
The MSP will be billed for the current month’s usage from the time of cancellation.
3. Cancel Distribution Purchased CoreView Contract
Step 1: Email Distributor for Cancellation
- MSP Action: Email your distributor to request cancellation. Ensure the request is from an authorized signatory of the company.
Step 2: Distributor Confirmation
- Distributor will confirm cancellation via email and provide instructions.
- MSP Action: Log into PartnerApp, navigate to “Tenants”, and remove all customer tenants.
- MSP Action: Email CoreView at support@coreview.com confirming the removal of tenants.
Step 3: Distributor Forwards Cancellation Request
The distributor will forward the cancellation request to support@coreview.com.
Step 4: CoreView Action
- CoreView confirms removal of all tenants in PartnerApp and disables the MSP account.
Step 5: Final Billing
- The MSP will be billed for usage up until the end of the current month on their final bill.
4. Cancel Simeon Cloud Direct 12-month Subscription Agreement (Before Sep 2024)
Step 1: Complete 12-month Term
- MSP can only cancel after completing the agreed 12-month term (or specific negotiated term).
- If needed, email accounting_us@coreview.com to review any non-standard agreements.
Step 2: Send Cancellation Request
- MSP Action: Send the cancellation request to the CoreView MSP account manager from an authorized signatory.
Step 3: CoreView Confirmation
- CoreView confirms the request and provides retention options with instructions.
- MSP Action: Log into SimeonCloud.
- MSP Action: Remove all customer tenants by clicking the three dots next to each tenant and selecting “Remove”.
- MSP Action: Email CoreView confirming tenant removal.
Step 4: Sales Team Action
- CoreView sales forwards the cancellation request to the PSA team.
Step 5: PSA Team Action
- CoreView PSA team confirms removal of all tenants and revokes the Token from the DevOps instance.
Step 6: DevOps Action
- The MSP deletes the project from DevOps.
Step 7: Final Billing
CoreView forwards cancellation details to accounting_us@coreview.com to terminate the billing agreement. The final bill will be issued at the end of the current calendar month.
5. Billing Dispute Process
Step 1: Dispute through Distributor
- MSPs under Distribution should contact their distributor directly for billing disputes.
- If further escalation is needed, only the distributor can contact CoreView.
Step 2: Escalate to CoreView
- Requestor sends an email to the MSP Account Manager or Distribution Manager with:
- A brief description of the issue.
- Resolution request and specific amount.
- Corrective actions taken (or planned) to prevent recurrence.
Step 3: CoreView Channel Team Action
- CoreView Channel Team reviews FAQs and clarifies the issue.
Step 4: Escalation to Accounting
- If unresolved, the issue is forwarded with all details to accounting_us@coreview.com (cc: meghan.edmondson@coreview.com, talida.serif@coreview.com, and andrew.white@coreview.com).
Step 5: CoreView Finance Action
- CoreView Finance responds directly with the CoreView Channel Team cc'd.
Step 6: Final Escalation
If no agreement is reached, the Finance team escalates the matter to CRO Mark Cravotta for final review.
6. Cancellation Terms
- Cancellation Policy: A 30-day notice is required for all cancellations. Final billing will be based on next month’s cycle after the 30-day notice period.
- Refund Policy: No refunds are provided for unused portions of the billing cycle, but a credit note can be issued if needed.
- Early Cancellation: There is no penalty for early cancellation, but the MSP will be billed for the full month, with the final bill calculated based on the highest usage until cancellation.
Where to Submit or Follow Up:
- For Contract Review Requests: Email accounting_us@coreview.com to review non-standard requests.
- For Cancellation Notification & Tenant Removal: Email support@coreview.com.
- For Billing Disputes: Contact your distributor first or escalate to accounting_us@coreview.com with appropriate details.
- For Cancellation Requests (Simeon Cloud Direct or Distribution): Ensure communication is made from an authorized signatory