When a customer initiates the cancellation or termination of their service, the following steps will be taken to ensure a smooth transition. We believe in continuity of service, so even if you choose not to work with Dataweavers any longer we will ensure:
- Your built Sitecore environment (stack/ecosystem) will continue to work as-is
- Serving Content and Web pages
- Ability to use the CMS
- Access reports, data and any customer systems
- Your Build & Release pipeline will still continue to work as-is
- Build the Visual Studio and if included, any separate Front-end codebases
- Release code to the environments, including staging slots
- We will remove all tools and solutions that are not related to the core Build & Release pipelines. This means you will not have access to current and/or future
- Dataweavers Monitoring platform
- Dataweavers Provisioning platform
- Dataweavers Service Intelligence platform
- Dataweavers Security platform
- Dataweavers CMP
- Dataweavers Service Desk
- Future upgrades to your Sitecore solution
In short, you can think of the Dataweavers Product as a cookie cutter (albeit a very fancy one).
You will own the cookie, but no longer own the cookie cutter.
Step 1 Agree Contract Termination Date
Contract termination means that Dataweavers is no longer in control or liable to your organisation for any products, SLAs, updates or further transfer of control requests. Essentially, it's the end.
Most customers are able to give notice as per their contract terms and achieve a termination of contract on the agreed date in the contract. Should you be unable to meet the contract termination date, you will need to work with our team to agree a new date. We typically would increase the contract 1 month at a time, up to a maximum of 3 months, before it is considered a full renewal. You can work with your Account Manager to agree this approach.
Step 2 Agree Service Transition/Deletion Date
Service Transition means that the built Environment (not Dataweavers Products or Technologies) is transferred to another party, which may be an internal team.
Service Deletion means that the Environment managed by Dataweavers will be physically removed and delete from the Microsoft Azure tenancy that it resides in.
This date must be no later than 7 days prior to the Contract Termination Date. This is to ensure that post Transition or Deletion we are able to complete the remainder of the offboarding checklist.
Step 3 Offboarding Meeting #1
This is typically held within 7 days of the customer giving notice to terminate. During this meeting will work with you to agree the following:
- Transition vs. Deletion
- Dates and times
- Key contacts
- Data recovery and/or Transition requests
- Communication methods
You will be expected to approve this project plan within 3 days of the meeting being held. Dataweavers will accept reasonable requests for changes/deviations from the typical plan and will be agreed in writing.
Step 4 Return of Data
There are two types of Data that may need to be returned. Corporate Data & Customer Personally Identifiable Information (PII). For the avoidance of doubt, it is the customer's responsibility to be clear on what data needs to be returned, if any.
Subject to the procedures outlined in our contract and DPA (where applicable), there are two locations data can be stored. The Dataweavers Pty Ltd (and Rightscale Group Pty Ltd) Microsoft Office 365 tenancy, and the nominated Microsoft Azure environment as defined in your MSA schedule.
Dataweavers (except for exceptional circumstances as defined by a Data Transfer Request) will never hold Customer PII data on its own Microsoft Office 365 tenancy.
If the customer has identified that they require data to be returned to them, this can be done using the following methods:
- If the customer is transitioning, then all data will be moved within the Subscription and we recommend that you do not request any Data Transfers as a part of the Termination.
- If the customer is deleting, then a Data Transfer request must be initiated. That process works as follows;
- Customer identifies the data, typically:
- Sitecore xDB (inc. Reporting Database)
- Sitecore Forms
- Customer Data Databases (SQL, Cosmos)
- Azure Storage Accounts
- Dataweavers sends Data Transfer request template to Customer
- Customer completes Data Transfer request template and sends to Dataweavers
- Customer provides secure deposit location for data
- Dataweavers completes transfers
- If required, Dataweavers marks data for deletion immediately, or as part of deletion.
- Customer identifies the data, typically:
Step 5a Transition
If we are transitioning, we will complete the following steps:
- Remove Dataweavers IP from the Build & Release pipelines
- Remove Dataweavers IP from the Azure Tenancy
- Complete and document a full release to both Non-production and Production environments
- Regression test all capabilities using your Documented Test Procedure Document
- Confirm with customer that Build & Release pipelines work as expected
- Notify customer that access to the Subscription is no longer required
- Customer & Dataweavers are co-responsible for removal of permissions
- If Azure tenancy is Dataweavers, initiate a Subscription Transfer (subject to Microsoft's ability to support a subscription transfer (Transfer an Azure subscription to a different Azure AD directory | Microsoft Docs)
- If Azure tenancy is Sitecore MCS/MCP, the customer will be responsible for requesting removal of Dataweavers from the MCS subscription through the Sitecore support desk.
- If Azure tenancy is Customer Owned, the customer will be responsible for requesting removal of Dataweavers from their Tenancy (typically the customer IT team's responsibility)
- Customer must advise in writing, within 3 days, that they confirm receipt of the environment, that it is working as intended and they have been able to perform a basic release.
Step 5b Deletion
If the customer no longer requires this hosting environment for any reason, Dataweavers will delete all resource groups and resources from the Azure Subscription, subject to any pending Data Transfers.
Step 6 Customer handover meeting
On request of the customer, and subject to any specific commitments in your contract, we will hold a meeting or series of meetings to provide support and answer any questions about the transition. This is specifically limited to the operation of the Build & Release pipelines, and the built Azure environment. We cannot answer any questions about your custom code during this process.
Step 7 Documentation
Dataweavers will send the customer all master documentation (for example solution design and monthly reports) and a completed offboarding checklist.
Once all is complete, Dataweavers will no longer have access to any of your solution and we will wish you all the best for the future.