Closing/Cancelling Accounts:

1. Receive the request to close account in writing from Account Holder email address.  Ensure that the customer has indicated the reason for account closure.
   Note: requires 30 days notice to contract end date
2. Double check with Finance Hotpager - Krystal Mahadeo and verify contract date
3. If agreement is present and not expired, inform the customer that they are still under contract and that you will have to submit their request for approval. Ensure you have details of reason for cancellation and then assign the ticket to the esiLaw Sales Rep - Paul Fihrer to reach out.
   • IF Legacy LUV Client:
     • • Advise customer to obtain all of the reports they will need from the system
       • Remind customer that once the system is disabled, the database will still reside on their computer they will simply not have access to it anymore
       • Support will go into Admin and expire their access to the system
       • If customer was on an agreement paying yearly in advance, request the prorated refund amount from Finance and assign ticket to James to process via refund approval process. (ie: if paid for Jan-Dec and they cancel in June, refund for remaining months)
       • In Zendesk, mark the account as closed beside the account number as shown below:

• IF ESILAW 360 (On Premise/Local Installation)
  • • Advise customer to obtain all of the reports they will need from the system
    • Remind customer that once the system is disabled, the database will still reside on their computer they will simply not have access to it anymore
    • Support will go into Admin and expire their access to the system
    • If customer was on an agreement paying yearly in advance, request the prorated refund amount from Finance and assign ticket to James to process via refund approval process. (ie: if paid for Jan-Dec and they cancel in June, refund for remaining months)
    • In Zendesk, mark the account as closed beside the account number as shown below:
    • In the event that the customer comes back to us and indicates that they need access to run their reports because they did not do so before, they can (for the time being) download the trial version of ESILAW 360 - https://www.esilaw.com/trial.html
• IF ESILAW 360 Cloud:
  • • • Advise customer to obtain all of the reports they will need from the system
      • Advise customer to download a backup of their system for safe keeping in the event it needs to be accessed again for a short term basis to obtain data.
      • Support will go into Admin and expire their access to the system
      • If customer was on an agreement paying yearly in advance, request the prorated refund amount from Finance and assign ticket to James to process via refund approval process. (ie: if paid for Jan-Dec and they cancel in June, refund for remaining months)
      • In Zendesk, mark the account as closed beside the account number as shown below:

4. We will send confirmation to customer that their account has been cancelled and that, if on ESILaw 360 Cloud, we will be removing their database.
5. Send the ticket to Finance Hotpager Group to find out if there is anything that requires refunding and, if so, process through the refund approval process and have items refunded.

Non-LUV clients are only on support if they pay for it however, they need to upgrade to LUV prior to continuing support.