Issue Summary:

During the migration from HAMS to CCP, licenses are incorrectly marked as 'churned' when the pricing plan changes from 'STARTER' to 'FREE'. In the new CCP billing system, 'STARTER' plans are unsupported and linked to a $0 pricing plan, marked as 'FREE'. Although labeled 'STARTER' in the older system, these licenses had $0 invoices, with no revenue recognition.

The existing churn logic aligns with the older system, but with over 90% of cloud traffic on CCP, it’s crucial to update our churn categorisation to reflect CCP’s capabilities. The current misclassification leads to inaccurate churn data, affecting business metrics and potentially causing unnecessary customer retention efforts. We propose reviewing and updating the churn determination logic to distinguish between legitimate plan transitions and actual churn events.

Workaround

Currently there is no known workaround for this behavior. A workaround will be added here when available