Below are best practices for Resellers in the unfortunate event that a relationship with a Google Workspace customer is ending:
1. Identify the reason why the customer wants to end the relationship.
This is important as it dictates the preparations needed by both the customer and the reseller before ending the relationship. This is also an opportunity for the reseller to get feedback from the customer to improve existing and future customer relationships.
2. Create a preparation plan and timeline with the customer based on the reason for ending the relationship.
Depending on the reason, if it involves users and data migration, the customer might need a period of time to prepare their organization to migrate over to a new service provider or to be consolidated under a bigger, primary organization. On the other hand, it may just require a few clicks from their Admin Console to transfer over to another reseller.
Migration processes typically take between three weeks and two months to complete, depending on the number of users, the mail exchange setup, and the volume of data to be migrated. It is important that the reseller and the customer be in sync with the start and completion of these activities to prevent resellers from accidentally shutting down customer services while the migration is in progress.
3. Create and complete an exit checklist prior to ending the relationship.
Ending a customer relationship is non-reversible so it is always a best practice for resellers to have an exit checklist created and completed when ending a relationship with a customer. Depending on the terms and inclusions of the current relationship, there might be some access granted to the reseller that needs to be shutdown before you end a relationship. The checklist may include (but is not limited to) criteria that will ensure the following:
- Removal of any type of reseller access to shared drives, folders, files, Google Cloud Platform projects and billing accounts, Google Chat spaces, etc.
- Removal of any external membership granted to the reseller to any Google Group the customer has.
- Transfer of administrative access to any domain and/or sites management console to the customer or the new service provider.
- Removal of reseller access to the Admin Console.
4. End relationship once all criteria from the exit checklist have been met.
Once the reseller exit checklist criteria has been completed, the reseller can now safely proceed with terminating the relationship with the customer. This should not ultimately end the communications with the customer, though. It is best practice to keep communications open for the grace period after transfer as specified in this support article. This way, if there are additional items that need to be disabled or transferred for/from the reseller, this can be handled within the grace period.
The above provides a streamlined approach when there is a need for a reseller to end their Google Workspace relationship with a customer. Keeping a constant communication with the customer is key to avoiding unwanted service interruptions that usually happen when a relationship is ended without having performed the necessary planning and preparation work.