Comment by buran77
8 months ago
> an oversight in our billing process
So you have a billing process that includes a step where you extort the customer and demand substantial amounts of money or else you delete the customer's data on very short notice? Because that's one of the "mistakes" that your "billing process" made.
There was no "mistake", this is how you operate, this is what you've already done in the past, and, the only reason you backtracked now is because this one blew up in front of a large enough audience, many of whom are potentially decision makers in their (large) companies.
> So you have a billing process that includes a step where you extort the customer and demand substantial amounts of money or else you delete the customer's data on very short notice
I think this is the most important finding from this story. It's not that someone has mistakenly billed a non-profit, but that this form of "customer relations" is apparently part of the standard billing process for business customers.
They are free to do so of course, but I imagine that this may impact customer retention if the practice continues. This short notice is something that I would have reacted very strongly about if I had integrated Slack so deeply in my business as the OP did. With the push for workflows, agents and additional functionality, it is actually a huge risk to the business if you get a short notice to migrate if the new terms can not be met.