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Support Handbook / Precedent cases / Precedent case a20111128.3
How to handle "delete account" cases that are similar to precedent case a20111128.3 "Delete Accounts with no Assurances and all certificates expired" (WIP)
TRIAGE shall move all account deletion requests to the SE queue.
Preconditions
- the account shows no given assurances
If this precondition is not fulfilled, the request needs to be moved to the dispute queue.
Maybe some other conditions should be checked. Assurances received are no problem. Assurer status without assurances given is no real problem but somewhat delicate. If the member has a role, support should know anyway and can check the staff list. That the member is involved in an arbitration is unlikely, but in case of suspicion, support should check.
Step 1
Write a mail to the user to make sure that they really want their account deleted. The mail is similar to the one from Delete my Account cases Init mailing.
Initial mail to user
Dear <user>, We received a deletion request for your CAcert account dated ####-##-##. If this does not represent your wish, please respond within 14 days (deadline set to: ####-##-##). Otherwise this case will be acted upon automatically and lead to the closure of your account. If you want to delete your account because you have lost the access to it, an alternative may be to try to recover your account. In this case your assurance points, assurance state, domains, and certificates would be retained. For more information see. [1] The process for the deletion of an account is laid out in the precedent arbitration case a20111128.3 [2]. [1] http://wiki.cacert.org/FAQ/LostPasswordOrAccount [2] http://wiki.cacert.org/Arbitrations/a20111128.3 -- Kind Regards <SUPPORT TEAM MEMBER> CAcert support
Initial mail to user, mixed English and German Version
Die folgenden Formalien müssen in Englisch sein. Ich füge jeweils die deutsche Übersetzung hinzu. Sie können in Deutsch antworten. Soweit nötig, übersetze ich es dann ins Englische. Diese Formalien sehen schlimmer aus als sie sind. Letztlich ist wichtig, dass Sie dem Löschen ausdrücklich zustimmen. We received a deletion request for your CAcert account dated ####-##-##. If this does not represent your wish, please respond within 14 days (deadline set to: ####-##-##). Otherwise this case will be acted upon automatically and lead to the closure of your account. Wir erhielten Ihre Anfrage, Ihr CAcert-Konto zu löschen, mit Datum von ####-##-##. Wenn dies ein Versehen war, antworten Sie entsprechend innerhalb von 14 Tagen (Frist bis ####-##-##) oder bestätigen Sie das Löschen Ihres Kontos. Wenn Sie sich nicht melden, wird das Konto nach dieser Zeit automatisch gelöscht. If you want to delete your account because you have lost the access to it, an alternative may be to try to recover your account. In this case your assurance points, assurance state, domains, and certificates would be retained. For more information see. [1] Wenn Sie Ihr Konto löschen wollen, weil Sie keinen Zugriff mehr auf Ihr Konto haben, sollten Sie besser versuchen, wieder an Ihr Konto heran zu kommen. Wenn Sie Ihr Konto wiederherstellen, bleiben Ihre Assurance-Punkte, Assurer-Status, Domains, und Zertifikate erhalten. Sehen Sie [1] an für mögliche Wege und teilen Sie uns mit, wie Sie vorgehen wollen. The process for the deletion of an account is laid out in the precedent arbitration case a20111128.3 [2]. Das Vorgehen beim Löschen eines Kontos ist im Arbitration-Präzedenzfall a20111128.3 [3] dargelegt. [1] http://wiki.cacert.org/FAQ/LostPasswordOrAccount [2] http://wiki.cacert.org/Arbitrations/a20111128.3
The following part can be added if you think it may be relevant:
The process for the deletion of an account is laid out in the precedent arbitration case a20111128.3 [2]. It will be handled based on the Dispute Resolution Policy [3]. If you have accepted the CAcert Community Agreement [4] you have agreed to this. If you have any issues in this regard, please notify us. The governing law is that of NSW, Australia. [...] [3] http://www.cacert.org/policy/DisputeResolutionPolicy.php [4] http://www.cacert.org/policy/CAcertCommunityAgreement.php
The deadline needs to be set to 14 days from the date of processing.
Before sending the initial mail to the claimant:
- set the next ticket state to "pending reminder"
- the pending date to the deadline date
- the type of issue to "Delete account precedent".
Step 2
- if the user confirms the deletion, continue
- if there is no response until the deadline, continue (therefore the confirmation and the acceptance of CCA and DRP is not critical)
- otherwise see what has to be done
The data for the anonymising string is taken from the next number at the bottom of the precedent case a20111128.3 following this structure a20111128.3.x where x is the next free number, see Audit Section of precedent case a20111128.3.
Depending on the latest expiry or revocation date of the certificates, there are two different steps to proceed.
a: No certificates used or the last certificate has expired or was revoked more then 3 months ago
Document the delete account issue by adding it to the table at the end of the Audit Section of precedent case a20111128.3 with:
- Support ticket number
Arbitration number + consecutive number => a20111128.3.#
- CCA termination date (this is the SE's execution date)
SE anonymizes the account following the Delete Account Procedure using the anonymising string stated above.
As the CCA is terminated immediately with the execution of the "delete account" procedure, the user needs to be informed that the execution was successful. The CCA termination date is the date of the execution.
Hello <user>,
I executed your request to delete your account following the
ruling of the precedent case a20111128.3 [1].
The account is now deleted and CCA [2] is terminated on <yyyy-mm-dd>.
[1] http://wiki.cacert.org/Arbitrations/a20111128.3
[2] http://www.cacert.org/policy/CAcertCommunityAgreement.php
CAcert Community Agreement
--
Kind Regards
<SUPPORT TEAM MEMBER>
CAcert supportWith German translation:
I executed your request to delete your account following the
ruling of the precedent case a20111128.3 [1].
Ich habe Ihr Konto entsprechend der Entscheidung des Präzedenzfalls
a20111128.3 [1] gelöscht.
The account is now deleted and CCA [2] is terminated on <yyyy-mm-dd>.
Das Konto wurde jetzt gelöscht und die Vereinbarung der
CAcert-Gemeinschaft ist mit Wirkung vom ####-##-## beendet.
[1] http://wiki.cacert.org/Arbitrations/a20111128.3
[2] http://www.cacert.org/policy/CAcertCommunityAgreement.php
CAcert Community Agreement
b: the last certificate has expired or was revoked less than 3 months ago
Inform the user that the delete account procedure is put on hold until a 3 month period after the last certificate has expired or was revoked.
Dear <user>, your request to delete your account is on hold until <yyyy-mm-dd> due to the fact that there is a 3 month retention time to the latest certificate expiration or revocation date which is <yyyy-mm-dd>. This retention time is given by arbitration ruling [1]. Meanwhile I will lock your account so nobody except support is able to access your account. If you would change your mind in the meantime, it would be easy to unlock your account. I will execute the account deletion when the waiting time is over, so you do not need to take any actions. [1] http://wiki.cacert.org/Arbitrations/Training/Lesson20#CCATermCalc -- Kind Regards <SUPPORT TEAM MEMBER> CAcert support
With German translation:
your request to delete your account is on hold until <yyyy-mm-dd> due to the fact that there is a 3 month retention time to the latest certificate expiration or revocation date which is <yyyy-mm-dd>. This retention time is given by arbitration ruling [1]. Ihre Anforderung, Ihr Konto zu löschen, ist zurückgestellt bis zum ####-##-##, da nach dem Auslaufern oder Widerrufen des letzen Zertifikats eine Wartezeit von drei Monaten einzuhalten ist. Dieser Zeitpunkt ist der ####-##-##. Sie ist festgelegt in der Entscheidung von [1]. Meantime I will lock your account so nobody except support is able to access your account. If you would change your mind in the meantime, it would be easy to unlock your account. Bis dahin sperre ich Ihr Konto, so dass niemand außer Support darauf zugreifen kann. Sollten Sie Ihre Meinung ändern, kann ich leicht Ihr Konto wieder freigeben. I will execute the account deletion when the waiting time is over, so you do not need to take any actions. Wenn die Wartezeit um ist, werde ich Ihr Konto löschen. Sie brauchen nichts weiter zu tun. [1] http://wiki.cacert.org/Arbitrations/Training/Lesson20#CCATermCalc
After sending the mail to the user:
- move the ticket to the queue "Pending for action"
- add a free field topic "Reminder Date", content rentention date.
- unlock ticket
Lock the account for the retention time. (Needs to be clarified by arbitrations)
Once the retention date is reached, continue with "a:" with the execution date as CCA termination date.
Reference documents
[1] Precedent case a20111128.3 [2] Delete Account Procedure [3] Delete my Account cases Init mailing