Closing an account
To close your account, email support@bobcloud.net from an owner's address and say which account. There is no close button.
We reply to confirm when it is done.
What happens straight away
The account is suspended as soon as it is closed.
- Nobody on the account can sign in. The sign-in page says the account is closed.
- Your probes' reports are refused and not kept. The probes themselves keep running until you remove them; see "Remove it" in Install the probe.
- Nothing is deleted yet.
The next 30 days
For 30 days after closing, an owner can email support@bobcloud.net to:
- have the account back. Everything is as it was, and the probes start reporting again at their next hourly run. Reports sent while the account was closed were not kept, so the history has a gap for those days.
- be sent evidence packs for any client and period, before they are gone.
Day 30: deleted in full
On day 30 the account is deleted in full, except the record of who did what on the account, kept for 6 years to defend legal claims, then deleted.
What is deleted: its machines, their readings and evidence history, clients, logins, silences, alert settings, the links we sent its people to join, and the emails we sent them. This cannot be undone, and evidence packs can no longer be produced for it.
What we keep, and for how long
The record of who did what on the account: its audit log, and the record of the closure itself (the account's name, when it was closed and deleted, and who asked). We keep it for 6 years after the account was closed, because that is the usual time limit for legal claims about a contract, and then delete it.
It is kept apart from the service, readable only by us on the server. Nobody can see it in the portal, including us. None of your machines' readings are kept in it.
Copies on our server
The service deletes everything on day 30, apart from that record. Copies remain for a while in the server's own records, and each is deleted on a fixed schedule:
- the database's recovery log, for up to 31 days;
- the server's logs, which can name the account and its people's addresses, for up to 4 weeks;
- backups on the server, for up to 7 days;
- backups of the whole server by our hosting provider, for up to 7 days.
The last to go is the recovery log, and a backup of the whole server can hold a copy of it for 7 days more. So nothing of the account remains anywhere, apart from the 6-year record, by 70 days after it was closed. When the record is deleted after 6 years, the same copies clear the same way.
Next: Build an evidence pack