Navigation Menu: Customers


Overview

This article addresses on how to remove, suspend or delete accounts or subscriptions from StreamOne Ion.


To remove an account, there are various scenarios considered and different rules defined by the cloud provider apply.  Instructions for each are provided later in this article.  In this article, we cover the following topics:


  • Deleting a cloud account from a customer account list (not cloud vendor specific)
  • Unlinking an AWS account from a TDS managed master payer.  Unlinking means requesting to stop the billing within StreamOne Ion via TDS.  In order to send the invoicing responsibility back to AWS, advise the account owner to Unlink the account from our consolidated payer. If the account owner is unable to unlink the account from AWS, please submit a support ticket in StreamOne Ion.
  • Re-assigning accounts between customer profiles. If the Accounts or Subscriptions in StreamOne Ion needs to moved to another customer profile, please submit a support ticket before attempting to delete from or unlinking accounts via the AWS console. If the TDS Ops team is not notified prior to unlinking or deleting, billing and invoicing issues may occur. 
  • Suspending a subscription.  May be subject to cloud vendor terms of sale.
  • Transferring a subscription between distribution partners or direct resellers


Important! To ensure that final invoicing is finished and previous billing data is kept, kindly do not delete accounts from StreamOne Ion. Please follow the instructions (below) under the various cloud vendors. 

You may open a ticket for support with suspending an account or subscription.


Microsoft Subscriptions

For Microsoft Azure Subscriptions, the options are:

  • Transfer the subscription to another CSP
  • Suspend - If the subscription (or account) is no longer needed, the subscription can be "suspended".  To suspend an active subscription, please submit a support ticket in StreamOne Ion.


For Microsoft NCE Subscriptions, the options are:


Article information coming soon.


Google Workspaces and other SaaS Subscriptions

For Google Workspace subscriptions, the options are:


  • Transfer – active end user accounts can be transferred into ION, transferred to another distributor from ION, and they can be transferred to Google direct (anyone on an annual plan is responsible for time remaining on the agreement if transferred before term expiration) 
  • Suspend – an active end user account can be suspended (on a Flexible Plan you won’t be billed after suspension, on a Annual Plan with Monthly payment you continue to be billed until the commitment period ends, on an Annual Plan with Yearly payment, Google will not provide credits, refunds, or extend the renewal date)


Google (GCP) Projects

For GCP projects, the options are:


Article information coming soon.



AWS Accounts

Note:  Instruction in this section may vary based on TD SYNNEX local operational practices.  Please check with your TD SYNNEX representative or Operations team if you have any questions.


General


The billing ownership takes effect immediately when an account leaves an AWS Organization. If the separation occurs somewhere in the middle of the month, you are invoiced for the time period the account was linked with TD SYNNEX.


Customer Self-Serve Action

Customers with root access to their AWS account may remove/unlink their AWS account from the TD SYNNEX management account at any time from the AWS native console.  Below are the instruction on how to unlink an account from an AWS Organization.


  1. Sign into the AWS console. You must sign in as an IAM user, assume an IAM role with the appropriate privileges, or sign in as the root user. 
  2. Go to the Organizations Dashboard or Consolidated Billing menu options and choose Leave organization.  A confirmation dialog box appears. Confirm your choice to remove the account. 


If you planned to move to another AWS Organization, you can view any pending invitations for your account from the Getting Started page of the AWS Organizations console


If you are unable to leave the organization, a dialog box appears to explain that you must complete some additional steps.  Once all the required items are complete, you can leave the organization.  The steps cover:


  1. Setup a payment method.  The only option at this step is to enter a credit card.  If you have other terms available to the business, you can open a ticket with AWS to change the method.
  2. Click through the standard AWS Customer License terms.
  3. Update the business address on the account including a phone number where verification is confirmed
  4. Option to select a support plan


It is recommended, if applicable, to remove IAM any cross-account roles created for use with the platform. 


Important! To unlink an account from a consolidated payer, you must have a valid payment method on file. 




*Notes about Member accounts under an AWS Organization.  An account’s status with an organization affects what cost and usage data is visible:

  • When a standalone account joins an organization, the account no longer has access to cost and usage data from the time range when the account was a standalone account.
  • If a member account leaves an organization and becomes a standalone account, the account no longer has access to cost and usage data from the time range when the account was a member of the organization. The account has access only to the data that is generated as a standalone account.
  • If a member account leaves organization A to join organization B, the account no longer has access to cost and usage data from the time range when the account was a member of organization A. The account has access only to the data that is generated as a member of organization B.
  • If an account rejoins an organization that it previously belonged to, the account regains access to its historical cost and usage data.

Customer account is owned by TD SYNNEX


When a single account root email is in the domain of @aws.tdsynnex.com or @aws.techdata.com please open a ticket to start the account transfer process. Instructions on next steps are provided in the ticket as we move through the process. 


To prepare, please have the new account owner create a new email address for the account.  The new email address must...

  • Be unique and never used with Amazon or Amazon Web Services prior
  • Be a valid email address to an active mailbox where notifications from AWS can be received


Transferring root ownership of an account requires coordination with the new account owner and the TD SYNNEX Operations team.  The process sends a one time verification code to the new mailbox.  This verification code is valid for approximately 10 minutes.  The root email address is successfully changed upon this email account validation step.


AWS Dedicated Payer


The AWS Consent to Assign (CTA) process is required anytime we change ownership of the AWS Organization (or Management Account).  The assignment process removes TD SYNNEX financial and contractual obligations for the AWS management account and assigns it to the new owner. 


TD SYNNEX primarily operates in the End Customer Account Model.  This means that TD SYNNEX owns the root to the management account, and the customer owns root to all member/linked accounts.


Initiate the process by opening a ticket.  The following information is needed: 

       

Assignee’s full legal name, including the entity type (i.e., LLC, Inc., GmbH, Pty Ltd., etc.)

Assignee’s Notice Mailing Address

Assignee’s Point of Contact (first and last name)

Email address for the person AWS will send the CTA to via docuSign


Upon receipt of the information, the TDS Ops team contacts AWS to start initiate the CTA.   The CTA is a 3-way document between AWS, TD SYNNEX, and the new account owner. 


Management accounts are turned over following a billing period settlement.  The assignee owns the billing from the 1st of the defined effective period.  You cannot split a payer billing between two periods.


When the off-boarding activities are complete, TDS Ops provides the credentials for the account directly to the new owner. 


Closing an AWS account

The root owner of the AWS can close an account.    


Please follow the instructions on the AWS website to close an account.  

https://docs.aws.amazon.com/awsaccountbilling/latest/aboutv2/close-account.html


To delete a cloud account from ION, complete the following steps:

 

  1. Log in to the platform management console
  2. Select the Customer module
  3. Select a Client from the list, click Edit
  4. From the Cloud Billing menu, select Cloud Accounts 
  5. From the Cloud Accounts screen, select the account you want to remove. The Cloud Account window displays.
  6. Click Delete then click OK to confirm


Figure 1 - Sample Delete account process

Deleting a Customer Account or Customer Profile


The platform protects certain data from being removed.  One of them may be a customer profile that has historical billing data associated to it.  If you use the [Delete] feature from the Customer billing module you may receive this message:


Figure 2 - Sample message for deleting a Customer Profile


A message is sent to the platform operations team to approve the request for Customer profile deletion.  This request may or may not be approved.  

Figure 3 - Sample Customer Module with pending approval to delete a Customer profile


If approved, ALL current and historical billing data is removed from ION; unless you generated billing statements in the platform which retains the historical information.


Any account with current month spend may not approved.  Please contact your local support team if you need assistance.