How do I churn a customer?

Who can do this

Platform Admin or Account Manager (within scope)

Churning ends the customer relationship. It's the right state for "they cancelled" — distinct from suspended which is temporary.

Steps

1. Open Customers and click the customer.
2. Click Churn Customer in the actions menu.
3. Enter a reason (used in churn reporting).
4. Confirm.

Result

• The customer record moves to status Churned.
• Portal access is blocked for all of the customer's users.
• The customer is excluded from active-customer dashboards and revenue calculations.
• Tenants and instances are preserved for the agreed data-retention period, then purged.

Churn is not the same as delete

Customer data is retained for compliance. To purge, contact engineering after the retention window passes.

Related

• How do I suspend a customer?