UKCloud Limited (“UKC”) and Virtual Infrastructure Group Limited (“VIG”) (together “the Companies”) – in Compulsory Liquidation
On 25 October 2022, the Companies were placed into Liquidation with the Official Receiver appointed as Liquidator and J Robinson and A M Hudson simultaneously appointed as Special Managers to manage the liquidation process on behalf of the Official Receiver.
Further information regarding the Liquidations can be found here: https://www.gov.uk/government/news/virtual-infrastructure-group-limited-and-ukcloud-limited-information-for-creditors-and-interested-parties
For any general queries relating to the Liquidations please email firstname.lastname@example.org
For customer related queries please email email@example.com
For supplier related queries please email firstname.lastname@example.org
Terminating your UKCloud services
UKCloud is easy to adopt, easy to use and easy to leave, so our intention is to make the service termination process, sometimes referred to as offboarding or deprovisioning, as simple as possible.
This article clearly outlines customer and UKCloud responsibilities for terminating your UKCloud services.
The notice required to terminate UKCloud services varies depending on the service. For UKCloud notice period requirements on a per-product basis, refer to Services at a glance.
Single service termination vs account termination
You can request the termination of one or more services within your account. In this case, the termination is restricted to the chargeable items within that service (for example, a VMware environment within a customer account).
If you want to terminate your whole account with UKCloud, you must raise separate termination requests for each service associated with your customer contract. The final stage of the termination of a complete customer account will be the decommissioning of the last UKCloud Portal user, decommissioning of all customer reports and termination of the ability to access customer ticket details through the Portal.
When you decide to terminate a service, you should first contact your Service Delivery Manager (SDM). Your SDM will help you to determine the relevant environment details for termination and the Effective Date of Termination.
After speaking to your SDM, an administrator of your Portal account must raise a Service Request via the My Calls section of the UKCloud Portal, following the relevant prompts for information to enable our support team to action the request as quickly as possible.
If you do not raise a Service Request to initiate a formal termination of service, your environment may not be completely decommissioned and you may end up still being charged for objects remaining on the platform.
Before the decommissioning of the services can take place, you are responsible for the removal of all the data within the environment. Refer to Responsibilities by service below for a list of environment items that you need to clear ahead of UKCloud decommissioning the service.
If you do not remove all the environment items listed, UKCloud will not be able to complete the termination process and you may still be charged for those remaining items.
All users with access to the service being terminated must be removed from the Portal by an administrator within the customer organisation.
After you've removed all of the items from your account that you're responsible for, UKCloud will:
Remove service-specific environment items as listed in Responsibilities by service below.
Securely and permanently erase any residual customer data and configurations that remain.
Our data removal solution is independently validated by periodic IT Security Health Check tests. While the solution does not align with the documented requirements of HMG IA Standard No.5, it has successfully passed all CHECK/ITSHC activities, and has been assessed and validated by the National Cyber Security Centre (NCSC) on behalf of specific customers.
Remove your account (and company, if necessary).
Return any prepaid sums for services that you have not consumed (unless otherwise identified in the UKCloud Pricing Guide).
Arrange to return all confidential information.
There are no termination costs associated with cancelling UKCloud services. However, you should consider the following:
You are responsible for extracting your own data from the service and any costs that may incur.
We may make additional charges for transferring data out of the service.
We reserve the right to pass through third-party price rises that are not within our direct control.
If you use service options with minimum terms, such as Neustar UltraDNS from UKCloud or Neustar DDoS Protection from UKCloud, you will continue to be charged for these until the end of those terms.
We reserve the right to charge for any content that you leave in your environment or for retrieving and returning your content.
Responsibilities by service
Multi-cloud technology stacks
|Customer responsibilities||UKCloud responsibilities|
|Resource groups (which contain virtual machines, storage and virtual networks)||User subscriptions, offers, plans and quotas|
- Cloud Storage
- Cross Domain Security Zone
- Disaster Recovery as a Service
- Migration to the Cloud
- Secure Remote Access
- Cloud Enablement
- Big Cloud Enablement
|Customer responsibilities||UKCloud responsibilities|
If you find a problem with this article, click Improve this Doc to make the change yourself or raise an issue in GitHub. If you have an idea for how we could improve any of our services, send an email to email@example.com.