Problem Definition

Many cloud sites do not have an adequate number of billing/technical contacts for the site in question. This becomes a problem at the time of renewals when people leave a company and they are the only individual listed as a billing contact. In turn this causes our renewal reminders to go unseen and unanswered. Ultimately this tends to cause the site to reach an expired licensed, which locks out all the other users from being able to use the site at all.

Suggested Solution

1. I suggest that we have recommended number of billing/technical contacts on a per userbase status. That is to say for sites with 1-10 users, at least 1 or 2 billing/tech contacts, sites with 11-100 users should have at least 3-4 such contacts, and so on.
2. When a billing contact has not logged onto a Cloud site for an extended period of time (say 6 months on annual sites, or 25 days for monthly renewals), it might be more helpful to display a banner on the site for other site-admins/technical contacts to let them know about the user inactivity mixed with an upcoming renewal.
3. It might also be helpful to try to send out email contacts to other users if possible ahead of the time of renewal

Why this is important

When a site expires the license and is not renewed, it frequently requires users create a customer advocate ticket CA, in order to resolve this, even after things like payment details are updated. Those tickets add to the time in which end users are unable to use our services, and generally lead to unfavorable user experience.
The suggestions in this ticket seek to try to avoid the need for users to create a support ticket and instead better self-service their own sites.

Workaround

(Optional)