As you approach your renewal date, you may have decided to terminate the contract and not renew with Matrix Booking. Your contract will outline the advance notice that you must give in order to terminate. Provided this is given then the following is the standard off boarding process we use, which gives you full access to your data and control over when you download it.
Standard offboarding process:
Step 1 - Your Customer Success Manager will reach out to you one month before your subscriptions expire. They will run through the process outlined here and agree the specific dates for each of the steps. Should you as a customer, prefer Matrix Booking to help extract your data for you, then your Customer Success Manager can provide a quote for this using our Professional Services Team. At this point we suggest you put a forward booking limit on your organisation to prevent bookings after your subscriptions end. However this is not essential as you can allow future bookings and then export these later on and import them in to your replacement solution.
Step 2 - Two weeks before your subscriptions expire we recommend you extract your floor plans, and take an export of your existing resource hierarchy. This needs to be carried out by an administrator within your organisation. We also suggest at this point you add a banner to your site to remind your staff where they should be going to make bookings in the future. You can leave the floor plans there, they will be deleted with your data at the end of the process, this step is so you have your own copy.
Step 3 - One week before your subscriptions end we recommend you extract any of your booking data that you wish to extract (either historic and or future bookings) and also your visitor data. Due to data volumes we suggest you use Matrix Booking Insight in order to generate the reports and extract them.
Step 4 - On the day that your subscriptions end we will terminate access to Matrix Booking at 5pm for all staff including administrators. From this point onwards you will no longer have access to the Matrix Booking service. At this point we will then begin the internal processes to shutdown your organisation including ensuring any integrations are terminated.
Step 5 - Fourteen days after your subscription ends an automated task runs that fully and permanently deletes all of the data associated with your organisation including bookings, users, visitors, hierarchy etc.
This process is summarised below.
Hardware / Equipment Return
At the end of this process the you must confirm (in writing) that they you deleted any of our software that you are holding on any of you own devices or laptops (including removing any Outlook add in software from your individual staff computers).
If the hardware belongs to Matrix Booking (such as HaaS, Sense in a box or loan devices) then these must be returned within 14 days of the end of the contract.
Note: Depending on the type of hardware being returned, please contact your Customer Success Manager for the specific delivery details to ship/return your hardware to.
All devices must be shipped with full tracking to ensure they are returned and to prevent you being invoiced for non-returned hardware.
Questions?
If you have any questions regarding this process, please contact your Customer Success Manager directly. We are here to ensure a smooth and well-supported transition.