Transitioning a Customer to Direct

  • Updated

 

The following Help Center article is for Vanta's Managed Service Providers. For additional questions, email the Vanta Partner Team at msp@vanta.com

 

If you have a customer who would like to move out of your partnership and work with Vanta’s direct team, please follow these instructions.

 

First, review the following considerations with the customer when they tell you they would like to no longer be under your management in Vanta.

  • Payment options:
      • When working directly with Vanta, customers can only choose the following payment options: Multi-year, Yearly, Bi-yearly, & Quarterly (Monthly payment options is not available for direct customers)
  • Transition period 
      • When the customer gets deleted from your MSP Console (and moved out of your partnership), they will experience a brief time when their account is locked/unavailable to them. In order for their account to be unlocked they will need to have a new contract with Vanta in place. 
      • The customer will need to know what products/frameworks they currently use (or wish to have, moving forward) when discussing the new contract with a Vanta Direct Team. Once they have a new contract in place, the customer will be assigned to a new Vanta Account Manager and Customer Success Manager's. 

Note: Vanta does not know the terms of any agreement that you have between you and your customer regarding their account/data/service.

What we need from you (the partner)

  • Please send the following information to msp@vanta.com and copy your Channel Manager when making this request
    • Main point of contact that our team will work with to get a new contract in place for your former customer. 
    • List of the products/frameworks the customer currently has/wants to keep
    • Confirmation that you have deleted their account from your MSP Console. 
    • Information regarding what you charged the customer for—Vanta product only. For example, did you wave the partner discount or charge more than the list price?


Note: When you delete the customer’s account, you will lose your connection to the customer’s account and will no longer have access to any of the data therein.