# Cloud churn process When a Mattermost Cloud customer requests their workspace to be deleted, the following steps are taken: 1 - Customer sends a request to delete workspace. 2 - Support team asks for: * Cloud URL and workspace admin email * Churn-related information: * Why are you no longer interested using Mattermost? * What tool/product will you use instead of Mattermost? * Would anything have changed your decision? 3 - Support team opens a private Jira ticket with information from step 2 and tags SRE and Product Manager. 4 - SRE checks if workspace is a) paid or b) has 5 or more monthly active users: * If yes, ask Support to introduce Product Manager to the customer via email. Produt Manager then owns trying to keep the customer working with Customer Success as appropriate, or get more detailed information on why they are discontinuing Mattermost. * Else, delete workspace. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://handbook.mattermost.com/operations/research-and-development/engineering/infrastructure-engineering/cloud-churn-process.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.