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How to Cancel an 8x8 Account or Extension
8x8 Support

How to Cancel an 8x8 Account or Extension

 

Porting out of 8x8? Please note that porting your phone numbers away from 8x8 to a different carrier does not constitute or trigger 8x8 service cancellations. Service cancellations must be requested separately and explicitly, this is typically done by calling in and having a cancellation case created. Port-out is managed via the new carrier.

Applies To

  • Account Management
  • 8x8 X Series
  • 8x8 Virtual Office (Legacy)
  • 8x8 Virtual Contact Center (Legacy)
  • ContactNow
  • 8x8/Packet8 Residential Services

Note: This does not apply to 8x8 Express or 8x8 Meet Standalone. (click either product for instructions)

Answer

Generally speaking, most customers are within a contractual agreement and cancellation requests should be set to cancel at the end of your contract term or renewal term.  Your request will be managed by our Global Cancellation team, who will be in touch as the status of your request progresses.  A Cancellation case is required in-order to cancel services.

Most 8x8 customers have a standard agreement with an initial term of service commitment (for example, 12 months). This agreement automatically renews at the end of the initial term if you do not request to go to a month-to-month plan 30 days before your service agreement auto-renews for additional 12-month term. You will keep auto-renewing every 12 months unless you request to cancel or to change to a month-to-month plan (for eligible services).

Once your request is submitted, please be on the lookout for an email from the Cancellation team to confirm your Security Passphrase in-order to move forward with the cancellation.  If your security passphrase was verified over (on a recorded line) the phone with an agent at the time you placed your cancellation request, you will not be asked to verify the passphrase again. 

You should then be on the lookout for an email from the Cancellation team regarding associated fees and a scheduled cancellation date. This is sent out once processing has occurred and we have set a date for your services to be cancelled.  If you need to coordinate an alternative date (more time is needed), please reply back and we are happy to coordinate that with you. 

Important Service Cancellation Stipulations

  • At least thirty (30) days advance notice is required for cancellation of services.
  • When cancelling, you will be subject to disconnection fees and Contract Buy Out fees where applicable.
  • Account termination is typically set up to cancel on your contract end date.
  • Month-to-Month customer's services cancel at the end of the next calendar month.
  • We do not prorate your services after cancellation 

Additional Information

  1. For our X-Series product. - To make sure your cancellation request is handled in a timely manner, please make sure that for partial cancellations your licenses have been unassigned. Please review this article.
  2. Customers can absolutely request in advance of their renewal period (30 days before renewal) for cancellation to take place at their contract end date.

Example: Customer's Contract end date is May 31st.

Customer requests in January to fully or partial cancel at the end of their contract on May 31st without incurring Contract Buy Out fees. Yes, A case can be opened for the request advising a future cancellation date of the customer's contract end date.

3. We do not prorate services after cancellation - If you have services for anytime within a month you will be billed for the entire month of services. This is per the agreement term or by the required 30 day notification for cancellation.

4. Refer to 8x8's current Terms and Conditions and sections 2.1, 2.3.1, 11 & 12 of your existing service agreement for further cancelation details.

2.1. Ordering SaaS Services. Customer may order SaaS Services under the Agreement or make changes to previously-ordered Ordered Products or the terms related thereto, in each case by entering into an 8x8-prepared written or electronic order for the same with 8x8 or its Affiliate pursuant to the Agreement (such orders, “Orders”; such SaaS Services, the “Ordered SaaS Services”). Orders shall be (a) deemed entered into by, and shall become effective and legally binding on, the Parties upon execution or completion of an electronic 8x8 process by Customer and (b) coterminous with the Agreement (i.e., shall terminate, renew, and/or expire at the same time as the Agreement, in accordance with Sections 11 (Term and Renewal) and 12 (Termination)). Upon placement of an Order, the applicable Ordered SaaS Services shall be provisioned, a tenant and account shall be automatically created for Customer, and Customer’s designated administrator shall receive access to such Ordered SaaS Services (“Provisioning”).

2.3.1. Customer Subscription Commitment. AS A MATERIAL COMMITMENT UPON WHICH PRICING AND OTHER TERMS OF THE AGREEMENT ARE BASED, CUSTOMER SHALL BE OBLIGATED TO PAY (IN ACCORDANCE WITH SECTION 7 (PAYMENT)) ALL SERVICE FEES, REGULATORY FEES, AND TAXES RELATED TO ORDERED SaaS SERVICES FOR THE ENTIRE PERIOD BEGINNING ON THE EFFECTIVE DATE OF CUSTOMER’S FIRST ORDER AND CONTINUING FOR THE NUMBER OF MONTHS IDENTIFIED THEREIN AS THE “TERM,” “INITIAL TERM,” OR SIMILAR PERIOD (OR, WHERE NO SUCH PERIOD IS SO IDENTIFIED, FOR THIRTY-SIX (36) MONTHS) THEREAFTER) (THE “INITIAL TERM”) AND EACH RENEWAL TERM (CUSTOMER’S “SUBSCRIPTION COMMITMENT”), provided that Customer may reduce in quantity or downgrade (e.g., to a tier with a lower Service Fee rate) Ordered SaaS Services for the next renewal term by providing notice of the same to 8x8 at least forty-five (45) days before the start of such renewal term (“Reduce” or a “Reduction”).

11. TERM AND RENEWAL

The Agreement shall become effective on the date that the Parties enter into the Agreement and continue in full force and effect until the earlier of (a) the date terminated in accordance with Section 12.1 (Exclusive Termination Rights) and (b) the date of expiration as set forth in the next sentence (the “Effective Period”). At the end of the Initial Term and each renewal term (each a “Term”), the Agreement, if not earlier terminated in accordance with these Terms, shall:

(i) expire if either Party has elected not to renew the Agreement via express election in an amendment, Order, or similar document entered into by the Parties or notice to the other Party at least thirty (30) days prior to the end of such Term;

(ii) continue on a month-to-month basis (i.e., automatically renew for successive one- (1-) calendar month renewal terms) if Customer has so elected via express election in an amendment, Order, or similar document entered into by the Parties or notice to 8x8 at least thirty (30) days prior to the end of such Term; or

(iii) automatically renew for a twelve- (12-) month renewal term if neither of the foregoing applies.

12. TERMINATION

12.1. Exclusive Termination Rights. The Agreement may be terminated:

(a) by either Party with thirty (30) days’ notice to the other Party in the event of the other Party’s material breach of the Agreement (which shall include without limitation any Customer payment delinquency or Customer breach of the Use Policy) and, if such breach is reasonably capable of cure, failure to cure such breach within such notice period, provided that such cure requirement shall not apply with respect to a Customer payment delinquency where there have been two or more such delinquencies;

(b) immediately by either Party upon notice to the other Party where the other Party experiences a Solvency Event;

(c) by 8x8 with thirty (30) days’ notice to Customer in the event that any SaaS Services become subject to an actual or threatened Claim of infringement (an “Infringement Claim”) and avoidance of the alleged infringement via procurement of a license or modification or replacement of the applicable SaaS Services (either or both of which may be exercised by 8x8, at its sole option and expense, in the event of any Infringement Claim) is not commercially feasible;

(d) by 8x8 with thirty (30) days’ notice to Customer in the event that Customer objects to any change to these Terms proposed or made by 8x8 under Section 8 (Change in Terms);

(e) by 8x8 with thirty (30) days’ notice to Customer in the event that 8x8 determines in good faith that such termination is necessary to comply with a law, regulation, or court or administrative order or ruling; or

(f) by Customer through notice provided to 8x8 within the first thirty (30) days after the effective date of Customer’s initial Order, if the Ordered SaaS Services do not satisfy Customer’s requirements, in which case (i) Customer shall be relieved of its Subscription Commitment for any post-termination period and (ii) 8x8 shall refund any Service Fees paid to 8x8 for such post-termination period and any fees paid to 8x8 for the purchase of Ordered Equipment (less a $25.00 (USD) per piece re-stocking fee) that is returned to 8x8 within thirty (30) days after Customer’s notice of termination (with Customer first obtaining a return authorization number from 8x8 and 8x8 providing pre-paid return shipping) in accordance with 8x8’s instructions, in its original packaging, and in an undamaged condition; provided that for avoidance of doubt, Customer shall remain liable for any other amounts incurred under the Agreement, including without limitation any Service Fees for any period prior to such termination, Taxes, Regulatory Fees, or amounts related to Usage (including without limitation any post-termination Usage).

THE PARTIES ACKNOWLEDGE AND AGREE THAT THIS SECTION 12 (TERMINATION) STATES THE PARTIES’ SOLE AND EXCLUSIVE RIGHTS TO TERMINATE THE AGREEMENT, AND THE AGREEMENT MAY NOT OTHERWISE BE TERMINATED BY EITHER PARTY.

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