Account lifecycle¶

This page is the map of a cloud account from the moment you sign up to the moment its last backup expires. The pages under Account describe each state in detail; this page shows how they connect.

A cloud account exists because of an order. You sign up in the shop or sign in to the console for the first time, the compliance check runs, the order is confirmed, and the platform provisions the account within minutes. The account stays active as long as one of its orders is active. When the last order ends, the account is paused after 10 minutes and deleted 10 minutes after the pause, and the helpdesk can restore it from a backup for 30 days after deletion. An account paused for an overdue invoice or an open compliance check has no deletion date: it stays paused, with its data kept, until the cause is resolved.

Two ways in, one account¶

You start by	What happens
Placing an order in the shop	The order creates the customer and the contact who placed it. The contact's e-mail address becomes the first sign-in account.
Signing in to the console with SSO	Your sign-in creates a user account and a home project named after your username. The platform then looks up the customer that carries your e-mail address, or creates one, and records a cloud account order for it.

Both paths end in the same customer record with the same kind of order, so the rest of this page applies to both. A home project created at a first sign-in whose owner already belongs to a customer with an account is merged into that account as one of its projects. Managed applications explains how the tenant name and the home project are derived.

The compliance check¶

Every customer and every contact on a customer is screened against the consolidated sanctions lists before an order is confirmed. A possible match holds the order until a reviewer has decided, and nothing is provisioned in the meantime. You are informed by e-mail. A customer in a country under a prohibiting EU sanctions programme is blocked without a reviewer, and a reviewer can lift that block.

The compliance check says what to send when the helpdesk asks for documents. Sanctions screening describes how the screening works and who decides.

What provisioning builds¶

Once the order is confirmed, the platform builds the account within minutes:

Part	What it is
Home project	A project with your tenant name. It holds your `Application` objects; the other projects of the account carry that name as a prefix.
Admin group	A group with the `admin` role on the home project, holding every contact of the customer who has an e-mail address
Quota	CPU, memory and storage summed from the ordered lines, shared by all projects of the account; a platform default when the order carries none
Sign-in accounts	One account per contact with an e-mail address. An account that already exists, for example a Google or Microsoft login, is reused as it is.
Welcome mail	Sent to the contact who placed the order once the home project is ready

The states¶

stateDiagram-v2
    SignUp: Sign-up
    Check: Compliance check
    Held: Held for review
    Confirmed: Order confirmed
    Provisioning: Provisioning
    Active: Active
    Grace: Grace, 10 minutes
    Paused: Paused
    Deleted: Deleted
    Restored: Restored
    [*] --> SignUp: order in the shop, or first console sign-in
    SignUp --> Check
    Check --> Confirmed: no match
    Check --> Held: possible match
    Held --> Confirmed: cleared by a reviewer
    Held --> [*]: blocked, no account is created
    Confirmed --> Provisioning: within minutes
    Provisioning --> Active: home project, group, quota, sign-in accounts, welcome mail
    Active --> Grace: last active order ends
    Grace --> Active: new order or reactivated subscription
    Grace --> Paused: after 10 minutes
    Active --> Paused: overdue invoice, or confirmed sanctions match
    Paused --> Active: new order, invoice paid, or check completed
    Paused --> Deleted: after 10 minutes, ended orders only
    Deleted --> Restored: restore requested within 30 days
    Deleted --> [*]: after 30 days the backup is gone

A paused account keeps everything it holds and runs nothing, for every reason it was paused:

Part of the account	While paused
Workloads	No pod can run in any project of the account
Network	All traffic to and from the account's projects is denied
Sign-in	The account's users cannot sign in; their accounts are disabled, not deleted
Data	All data, volumes and configuration are kept

The pause has one of three reasons. Only the first one leads to deletion.

Reason	Deletion date	Ends when
Orders ended	10 minutes after the pause	A new order is placed or the subscription is reactivated
Overdue invoice	None	The invoice is paid
Compliance check	None	The reviewer has cleared the customer

When several reasons apply at once, the compliance check counts before the overdue invoice, and the overdue invoice before the ended orders.

What you see, and how to get back¶

State	What you see	How to get back
Held for review	The order is not confirmed. The shop tells you the order needs a manual check, and you receive an e-mail.	Send the documents the reviewer asks for: The compliance check
Provisioning	The welcome mail has not arrived yet; the console shows no home project	Wait. Provisioning and the welcome mail take minutes.
Active	Your projects, workloads and sign-in accounts work	Nothing to do
Grace	Nothing changes. The account runs exactly as before for 10 minutes after the last order ended.	Place a new order or reactivate the subscription, and the pause never happens
Paused, orders ended	No pod runs, traffic is denied, sign-in fails, data is kept. One e-mail names the reason and the deletion date.	Place a new order or reactivate the subscription within 10 minutes; the account returns within about an hour: Paused accounts and restore
Paused, overdue invoice	The same, and the e-mail links to the invoice. No deletion date.	Pay the invoice in the customer portal: Invoices and payment
Paused, compliance check	The same, and the e-mail asks you to complete the check. No deletion date.	Write to the helpdesk and send what the reviewer asks for: The compliance check
Deleted	The projects, their data and the sign-in accounts are gone	Request a restore from the nightly backup within 30 days: Paused accounts and restore
Restored	The projects are back as they were in the last nightly backup	Nothing to do

Deletion is the only step that cannot be undone from the account itself

Every state before deletion returns to active with the data intact. After deletion, the nightly backup is the only copy, and it is kept for 30 days.