Overview
This article outlines the process for handling customer requests related to license reductions and product cancellations. It defines customer requirements, internal review and approval procedures, and operational responsibilities for implementing approved changes.
Customer Requirements
All departments must provide customers with the following instructions when requesting a license reduction or product cancellation:
Requests for license reductions and product cancellations must be submitted in writing by an authorized customer contact on company letterhead and emailed to customersuccess@boldgroup.com for evaluation.
Requests for reductions or cancellations may only be processed at the time of contract renewal and must comply with the notice period defined in the customer’s Master Services Agreement (MSA) or any applicable special contract terms (typically 90 days).
Requests that do not meet these requirements will be declined.
Process Workflow
Step 1: Customer Submission
The customer submits a written request containing:
- Details of the requested reduction or cancellation provided on company letterhead provided in email by an approved customer contact
- Email submission sent to: customersuccess@boldgroup.com
Step 2: CSM Review
The Customer Success Manager (CSM) is responsible for reviewing:
- Contract renewal timelines
- Applicable notice periods
- Contract terms and conditions
- Eligibility for reduction or cancellation based on the criteria listed above
If the Request Does Not Qualify
If the request falls outside the allowed notice period or renewal timeline:
- The customer is notified that the request is unable to be processed because it falls outside of their contract terms
- The case is closed
If the Request Qualifies
If the request meets all contractual requirements:
- The CCR fields are completed within the case
- Appropriate recommendations are documented
- The request is submitted to Sales Operations (SalesOps) for approval
Step 3: SalesOps Review & Executive Approval
SalesOps reviews the request for:
- Accuracy
- Completeness
- Contract compliance
- Business impact
After review, SalesOps submits the request for internal executive approval.
Approval Process
- Requests are reviewed by the designated Bold executive
- Requests are then escalated to the EverPro executive and legal team for final approval
- Recommendations may either:
- Be approved for processing
- Be declined
Important Notes
- There is currently no SLA for approval turnaround time
- Approval timelines may vary based on business review requirements
Step 4: Billing & Licensing Changes
If the request is approved:
- SalesOps informs the Billing Team to make the necessary billing adjustments
- SalesOps informs the PMO to create a new Professional Services case for the license reduction. The case subject line should include the request and effective date.
- PMO coordinates the required licensing changes with the designated resource teams
Product & Resource Assignments
The following resources are responsible for implementing approved licensing changes:
Product / Platform |
Assigned Resource |
AlarmBiller |
Valarie Faircloth |
Sedona-X (SO) |
Assigned AB Resource |
Time & Attendance (SO) |
Assigned AB Resource |
SalesAutomation (SO) |
Assigned AB Resource |
Managely |
Valarie Faircloth |
SedonaOffice On-Prem Core Licenses |
Valarie Faircloth or Josh Tafoya |
SedonaOffice Cloud Core Licenses |
Hosted Services |
API |
Assigned API Resource |
Manitou On-Prem |
Bill Fox or Josh Tafoya |
Manitou Cloud |
Hosted Services |
Roles & Responsibilities
Customer Success Manager (CSM)
- Review customer requests
- Validate contract timing and notice requirements
- Communicate approval eligibility to customer
- Complete CCR documentation
- Submit qualifying requests to SalesOps
Sales Operations (SalesOps)
- Validate request details
- Coordinate executive approvals
- Notify Billing and PMO upon approval
Billing Team
- Process approved billing changes
- Ensure billing updates align with approved effective dates
PMO / Professional Services
- Create implementation case
- Coordinate licensing updates with assigned resources
- Ensure requested changes are completed accurately
Key Policy Notes
- Reductions and cancellations are only processed at renewal unless otherwise specified in contract terms
- Written requests on company letterhead are mandatory
- Authorized customer contacts are required
- Standard notice period is typically 90 days unless otherwise defined in the MSA
- Requests outside contractual guidelines will be declined
- Approval timing is not governed by an SLA
Related Teams
- Customer Success
- Sales Operations
- Billing
- PMO
- Professional Services
- Hosted Services
