Cancellation of Service
Subscriber Offboarding Process & Request Form
When canceling service(s) with Collabrance, the following offboarding process must be completed. To avoid complications or additional service charges, each step should be completed in the order identified below.
Collabrance requires a minimum notice of 30 days to cancel service.
To initiate service cancellation, download and complete the request form linked below and submit via the portal: portal.collabrance.com/submit-order.
To make changes to an existing service, download and submit the change of service request form linked here.
Questions? For more information, please email serviceactivation@collabrance.com.
Service Provider Responsibilities for Subscriber Offboarding
PLEASE NOTE: Collabrance requires a minimum notice of 30 days for cancellation of service. All services are billed for the entire month in which service is cancelled. We will always make our best effort to expedite the process and complete offboarding as quickly as possible within the 30-day timeframe.
To initiate service cancellation, please take the following steps:
- Download and complete the cancellation of service form. Sign and submit the form at portal.collabrance.com/submit-order.
- Uninstall and remove all firewall/UTM devices and wireless access points from the subscriber's environment. Devices must be returned to the following address:
Collabrance, LLC
Attn: Service Activation Team
625 First Street SE, Suite 300
Cedar Rapids, IA 52401 - Notify the Collabrance service activation team of any hosted email data migration needs at least 30 business days prior to initiating a data migration.
- Cancel BDR service prior to the 10th of the month to avoid an additional month of billing.
- Ensure all devices are at full power and connected to the internet on the offboarding date.
Please note the following:
- All devices must be returned in their original packaging.
- All device accessories must be returned with the device (Wattbox, power supply, cables, and mounting brackets).
- The UTM device should be returned to Collabrance in good and fully functional condition.
- Monthly billing will continue until the UTM device has been received by Collabrance.
Alternatively, UTM devices and accessories are available for service provider purchase. Please notify the Collabrance Service Activation Team for details.
Collabrance Offboarding Responsibilities
Backup Disaster Recovery (BDR)
- Cancel the BDR services and delete any data retained in the cloud.
- Please advise the Service Activation Team if the BDR’s service should be transferred to another management account. Service Term Commitments will need to be assumed by appropriate Service Provider.
File-Level Cloud Backup
- Cancel the File-Level Back-up services and delete any data retained in the cloud.
- Please advise the Service Activation Team if the back-up services should be transferred to another management account.
Hosted Email Services
- Cancel all email accounts/mailboxes and delete any data retained in the cloud.
- Please advise the Service Activation Team if the Hosted Email services should be transferred to another management account.
File Synchronization
- Cancel all accounts and delete any data retained in the cloud.
- Please advise the Service Activation Team if the File Synchronization services should be transferred to another management account.
Message Filtering
- Cancel all accounts and delete any data retained in the cloud.
- Please advise the Service Activation Team if the Message Filtering services should be transferred to another management account.
RMM Management Tools
- The following RMM management tools will be removed from all servers and workstations.
- Anti-virus from all servers and workstations
- NCentral agents
- NCentral probe
- Open DNS
- Do not remove any Collabrance RMM tools. Removing these tools will complicate the offboarding process and potentially negatively impact the Subscriber’s network.
If you have questions about the Offboarding Process please contact the Collabrance Service Activation Team at 855-636-9499.