Prerequisites
Before having the outside CSP send over the transfer request, we ask that you please contact the support team and your account manager to make us aware of the transfer request and to confirm the correct Microsoft ID for Infinigate Cloud. In this email, please include the customer name, the subscriptions you are looking to move away from Infinigate Cloud, and how many licenses those subscriptions have.
Note: Although we do receive a notification when a transfer request has been sent to the Infinigate Cloud Microsoft ID, the notification doesn't provide further details regarding the customer name or the subscriptions being transferred. As such, we do require that you let us know once an outside CSP sends in a transfer request, or we will not take action on the request.
Step 1 - Receiving the Transfer Request
Once the CSP you are looking to move the customer to has created and sent out the transfer request to us, we ask that you reply to the previous email informing support of the transfer with confirmation that it has been sent. That then allows us to have a look in Partner Center to confirm we have indeed received the transfer request.
After we have received the transfer request, we will make our Senior Leadership Team (SLT) aware of the outbound transfer, and they will decide whether this will be approved. If approved, we accept the transfer request, and the customer moves from Infinigate to the new CSP.
Step 2 - Once Approved
Once approved, we will look to accept the transfer request on the 1st (or closest working day) of the next month. This is to help prevent any potential billing issues that could arise when transferring Microsoft products midway through the current month.
We will let you know once the transfer request has been accepted, and communicate with our Platforms team to remove the subscriptions from under the customer's CORE account.
Note: The autorenewal status on the subscription will remain unchanged during the transfer process, meaning if the status of autorenewal is set to disabled before the subscription is transferred, it will transfer to the new CSP with the status disabled.
If you have any further queries or concerns on the process, please feel free to reach out to either your account manager or
support@infinigate.cloud, and we'll assist however we can.
