Skip to content

Customer Offboarding

This procedure covers winding down a customer's Enclave deployment when they are leaving the service.

Prerequisites

Before starting, confirm:

  • The decision to offboard has been agreed with the customer
  • You have admin access to the customer's Enclave tenant

Procedure

1. Remove Enclave agents from devices

Uninstall the Enclave agent from all customer devices using your RMM tool or manually:

  • Windows: enclave.exe uninstall or remove via Programs and Features. For unattended removal via RMM, use the silent uninstall flag.
  • macOS: sudo brew uninstall enclave or remove the .pkg installation.
  • Linux: use the package manager (apt remove enclave, yum remove enclave, or dnf remove enclave).

If you cannot access all devices (e.g. the customer is managing their own uninstalls), proceed to the next steps. Systems that remain enrolled will lose connectivity once the organisation is closed.

2. Delete all systems

Uninstalled agents may still appear as enrolled but disconnected. Delete them from the Systems page to permanently revoke their certificates.

For bulk deletion, use the Enclave API or the cleanup script with -maxInactiveDays 0 to remove all systems.

3. Adjust licence counts

In the Partner Portal, use Amend Licence Count on the customer's page to reduce the licensed seat count to zero. See Billing - Amending seat counts.

Before reducing seats, consider the customer's remaining contract term. Monthly customers can reduce immediately (prorated if more than 7 days before the next invoice). Annual customers may have commitments that run beyond the offboarding date, and seat reductions are only available on monthly billing. Contact support if you are unsure about the remaining term or what options are available.

4. Close the customer organisation

Closing a customer organisation requires contacting Enclave support. Provide the customer name, organisation ID, and confirmation that all agents have been removed or that remaining systems should be revoked.

5. Record the offboarding

Record the date and reason for offboarding in your PSA or documentation system.

Last updated July 26, 2026