Customer Contract Cancellation

This document provides guidance for partners on the recommended procedures when a customer requests the termination of their contract or cancellation of services related to solutions.

The purpose of this process is to ensure the proper removal of agents, prevent unintended data collection after the contractual termination, and guarantee that all administrative and operational steps are properly completed.

The partner must ensure that the customer is formally instructed to completely remove all agents and other components related to Almaden solutions installed on managed devices.

• Send the official uninstallation procedure to the customer;
• Provide the appropriate removal script or tool;
• Guide the customer through the correct execution process;
• Confirm, whenever possible, that the agents were successfully removed from the devices.

If the customer does not properly perform the uninstallation process:

• Devices may continue running Almaden applications;
• Data and inventory information may still be transmitted to the platform;
• Services and resources may remain active until the contractual termination process is fully completed;
• There may be impacts related to privacy, compliance, and billing while active devices continue communicating with the platform.

It is strongly recommended that the partner maintains formal records of the uninstallation instructions sent to the customer, including:

• Date of communication;
• Recipient or responsible contact;
• Procedure or script provided;
• Any evidence or confirmation received from the customer.

After the customer confirms the cancellation, the partner must contact their assigned commercial representative or account manager.

• Officially communicate the customer offboarding process;
• Align contractual and administrative matters;
• Review financial and billing-related pending items;
• Ensure the cancellation is properly processed internally.

When reporting the cancellation, provide:

• Customer company name;
• Account or tenant identifier;
• Expected termination date;
• Status of the agent uninstallation process;
• Any operational or financial pending matters.

The partner must submit a request to the technical support team so the customer account can be properly reviewed and deactivated.

Open a support case through the official support portal:

Almaden Support Portal

The support team will:

• Verify whether there are still active devices;
• Identify agents that continue communicating with the platform;
• Assist in validating the operational shutdown of the account;
• Suspend or deactivate the tenant according to the internal process.

When opening the support case, include:

• Customer name;
• Related tenant/account;
• Cancellation date;
• Confirmation regarding the uninstallation process;
• Technical and commercial contact information involved in the process.