Problem description

Before the deactivation of Atlassian Access, we send email communication to billing contact for renewal. There are times when this communication is missed or not actioned upon which results in the deletion of the Atlassian Access subscription.

Deletion of AA subscription causes a lot of disruption for the organization as it disables SAML SSO and deletes user provisioning configuration. Users face issues logging in via SSO and org admins have to re-do most of the configuration.

Suggestion:

Implement more ways for communicating with customers before the deletion of AA subscriptions.

1. Send email to all billing contacts even when a partner is assigned as the billing contact.
2. Explore communicating via IM like slack.
3. Send email to a distribution list for the customer's organization.