How to initiate the Arctera Insight Cancellation Process

Description

This article outlines the processes involved when an Arctera Insight subscription is cancelled.

Please note that upon the cancellation effective date, the login access to the service and self-service data extract will no longer be available.

• A formal request must be emailed to Arctera at ReturnsAndCancellations@arctera.io to cancel a hosted subscription service. This request:
• • Must be made by an authorized party
  • Must contain a cancellation date to be verified for eligibility by Arctera
  • Must state which service or services are being cancelled
  • Must provide the Arctera service contract number (found on the right-hand side of the Arctera invoice)
  • Must contain any data extraction requirements (if any) and a request for a quote for extraction services
  • Must acknowledge that all data will be deleted and this process is irreversible

• Please NOTE: Customer archived data will be permanently deleted and will not be recoverable
• If you would like to speak to Customer Care to cancel a hosted subscription service, please call the Support team
•  

Upon verification of cancellation, Arctera will begin winding down the applicable service(s) by performing the following actions:

Arctera Insight - All services cancelled

1. Disabling of service(s) on the effective date of cancellation:
   • Login access to Admin portal, Arctera Insight eDiscovery, Arctera Insight Surveillance and Arctera Insight Personal Archive will be removed
   • Self-service data extract will no longer be available
   • CloudLink, Email Continuity and Folder Sync will no longer work
   • Journal archiving continues until decommission process begins, unless disabled by the end customer beforehand
2. Data export (extraction service charges apply):
   • If customer needs a copy of its data, customer must request a quote for these chargeable services via the Arctera services data management team at cloud.dm@arctera.io
   • An order for data extraction services must be received before decommissioning date in order to avoid any possible data deletion
3. After 60 days of disabling the service, unless a data export is underway, Arctera will decommission the Arctera Insight instance.
   • Journal archiving will stop unless previously disabled by end customer, and any email sent to Arctera Insight from a decommissioned customer will not archive
   • Customer archived data will be permanently deleted and not recoverable

Arctera Insight - Partial services cancelled

1. Disabling of service(s) on the effective date of cancellation:
   • Service subscription(s) cancelled will be disabled