Leaving the programme

A partnership can end from either side, and the partner agreement covers both directions rather than only the one that suits Tophhie Cloud. You can leave whenever you like. Removal for cause is reserved on two grounds, and both are written down. There is also a no-fault route that needs no reason and cannot take effect for three months.

The word to hold on to throughout is downgrade rather than deletion. Whichever way the arrangement ends, your organisation stays a Sigil customer and keeps everything it had.

Leaving voluntarily

Tell Tophhie Cloud through support@usesigil.app. There is no notice period and no minimum term, which follows from there being no minimum spend either.

1. Release every client you still manage, one at a time, from Clients. See releasing a client. Releasing needs the current partner agreement accepted, so if the console asks an Owner to accept a new version, do that first.
2. Write to support@usesigil.app saying you are leaving the programme.
3. Add a payment method on your own organisation’s Billing view, so your own signatures carry on once your internal-use tenant moves to standard billing.

Tophhie Cloud then downgrades your partner account. Your own tenant and your clients’ tenants are untouched, the partner console’s own records go as described under removal is not deletion, and the record shows it as your own decision.

Your own decision to stop reselling is recorded as exactly that rather than as a removal. The distinction is deliberate: the record of why a partnership ended outlives the partnership, and being able to show you were not thrown out is worth more than the record being one line shorter.

Release your clients first

Whatever the reason, the clients you manage have to go somewhere before the partnership can end, and the arrangement cannot be closed while any remain.

That is a refusal rather than an oversight. Your clients are separate organisations with their own tenants, and handing every one of them back as a side effect of a decision about your MSP would be too large a consequence to infer from it. Each client is released on its own, and releasing a client does what it always does: the tenant reverts to a direct tenant, billing returns to the client in their own name, and their administrators are emailed.

Where a partner cannot do this themselves, Tophhie Cloud can release a partner’s clients one at a time on the same terms. This exists for the case where the partner’s staff are locked out, because otherwise a removal would be unreachable against exactly the partner it was reserved for.

The two grounds for removal

Partnership is a working relationship rather than a standing entitlement, and clause 9 of the agreement reserves removal in two circumstances only.

Ground	Clause	What it turns on
Misuse of the programme’s benefits	9.1	A finding about how the benefits were used
Six consecutive months without an active client	9.2	A measurable condition, plus a written notice and 30 days

Neither is a general power to end the arrangement at will. Except where it is legally unable to, Tophhie Cloud will tell you before removing you and give its reason.

Misuse of the programme’s benefits

The programme carries benefits that exist for a reason: a margin off the seat rate, trial days you can grant your clients, free internal use of Sigil for your own staff, and a support escalation path with a response time behind it. Clause 9.1 reserves removal where those are abused.

The agreement names examples rather than leaving it entirely open: using your internal-use tenant for anything other than your own staff’s signatures, adding organisations you do not manage in order to obtain the partner rate, removing and re-adding a client to renew trial days, routing your clients’ first-line support to Tophhie Cloud as escalations, and presenting yourself to a client as Tophhie Cloud rather than as a provider of a service built on Sigil.

A removal on this ground may take effect immediately, and your partner account may be suspended first. Suspension stops your clients’ signatures, which is why it is reserved for a serious or unresolved breach and why you are told first except where the law forbids it. A suspension cannot be recorded without a reason, and that reason is written to your own partner event log as well as Tophhie Cloud’s, so it is still there when the account is reactivated.

Six months without an active client

The programme is for MSPs actively running Sigil for clients, so clause 9.2 reserves removal after six consecutive months without one.

Managing even a single client resets this outright rather than partially. The agreement asks for at least one active client organisation at any point in the window, so a partner with one client is not most of the way to dormant, they are not dormant at all.

The rule	The figure
The window	Six consecutive months, measured as 183 days
Measured from	The last time a client organisation moved in or out
For a partner who never had one	The day the partner was onboarded
Notice before removal	Written to your Owner and Billing staff, with 30 days to respond

Measuring from the last client movement rather than from the onboarding is what makes the clock start when you released your last client, which is the moment it should start. Invitations that were sent and never accepted do not count, because the question is whether you have managed anyone, and an unaccepted invitation names a client without ever producing one.

The notice, and why it is a step rather than a courtesy

Clause 9.2 is not only the six months. It also promises that Tophhie Cloud writes to your Owners first and gives you 30 days to add a client or say why the partnership should continue. The notice goes to your Billing staff as well as your Owners, the same people who receive your invoices.

That notice is enforced rather than left to diligence. A partner cannot be removed on this ground until it has been sent and the 30 days have run, so a published notice period that the product did not keep is not possible here. It arrives with the subject “Your Sigil partnership is at risk” and says how long you have been without a client, what happens if you do nothing, and how to reply.

A notice only counts for the dormancy period it was sent in. If you take on a client and later go quiet again, the old notice is spent and you are owed a fresh one. A single letter years ago does not license a removal today.

If the notice reaches nobody, no clock starts. The 30 days exist so you had the chance to answer, and running them against a partner who was never told would be the wrong kind of record.

Ending a partnership with no reason given

Clause 10 is separate from the two grounds above and works differently. Tophhie Cloud can close the partner programme altogether (10.1), or end one partnership on its own without giving a reason (10.2). Either takes at least 90 days’ written notice.

Nothing changes during those 90 days. You keep the partner console, the margin agreed with you, the availability commitment, and every client you manage. The time is there for settling where each client goes: back to billing in their own name, which you or the client can do at any point, or to whatever you agree between you. Any client you still manage when the notice period ends moves to direct billing with the standard window to add a payment method, with nothing of theirs deleted.

At the end of the notice, what happens to your own organisation is what the rest of this page describes: you become a regular Sigil customer and your internal-use tenant moves onto standard billing. Closing the programme does not end your own use of Sigil, which carries on under the terms of use.

This is the gentler of the two routes, and where both are open Tophhie Cloud would expect to take it. Removal under clause 9 is for a reason that has to be capable of being given, and it can take effect at once; this needs no reason and cannot take effect for three months.

You are under no equivalent constraint. Clause 8 lets you leave whenever you like, with no notice period and no reason. The asymmetry is deliberate, and the agreement says why: you have clients depending on the arrangement and Tophhie Cloud does not, so the side that needs time to unwind it is yours.

How you are told

The promises to tell you first are kept by the console rather than left to whoever is using it. Tophhie Cloud cannot suspend or remove a partner without a notice of the right kind having been sent and its date having arrived, so the order of events is fixed.

Every message below goes to the billing email on your invoice details and to every Owner and Billing member of your partner staff, the same people who receive your payment notices. Each reply reaches support@usesigil.app.

1. A notice arrives first, giving the reason and the day it takes effect. A suspension or removal notice can name tomorrow at the earliest. A clause 10.2 notice names a day at least 90 days away.
2. If Tophhie Cloud changes its mind, a second message says the notice has been withdrawn and that nothing changes.
3. On or after the day named, the change can be made, and a further message says it has taken effect: your partner account is suspended, with the reason, or your firm is no longer a partner.
4. If a suspension is lifted, a message says the account is active again and your clients’ signatures are working.

Notice	Subject line
Suspension (clause 8)	Your Sigil partner account will be suspended on a named day
Removal (clause 9.3)	We plan to remove your firm from the Sigil partner programme
End of the partnership (clause 10.2)	Notice that your Sigil partnership ends on a named day

Each notice can be relied on once. It is used up by the suspension or removal it announced, so one notice cannot stand behind a second action months later.

A few grounds cannot wait for a notice period: you asked to be suspended, misuse under clause 9.1, insolvency, or a compromised account. On those the change can be made at once, but the message telling you still goes before it is made. The one case where nothing is sent is where Tophhie Cloud is legally unable to tell you, and the console makes the operator write down why.

On insolvency each client’s administrators are told as well, as clause 7.3 says. Their message says your partner account has been suspended and their signatures have stopped, and offers to move them to billing in their own name. It does not give the reason, because a client is owed the fact that its service stopped and the way back, not Tophhie Cloud’s view of its provider.

A removal for six months without a client relies on the 30-day notice described above rather than on a further one, and leaving voluntarily needs no notice at all. Either way the removal message still arrives as it takes effect. It says nothing has been deleted and, if your own tenant has moved onto standard billing, carries an Add a payment method button.

What removal changes

Removal ends the partner agreement and returns your organisation to being an ordinary Sigil customer. The same table describes the end of a clause 10 notice period, which lands in the same place by a different route.

What ends	What happens
The partner console	Closes, and your staff’s access to client tenants ends
Partner billing	Stops, along with any agreed margin
Free internal use	Ends. Your own tenant moves to standard billing, with a window to add a payment method before signatures stop
The availability commitment	The 99.9% figure and its service credits cease to apply, and the general terms of use govern availability again
Clients you still manage	Returned to billing in their own name, or to another provider of their choosing

Your final invoice covers usage up to the point of removal.

The internal-use row is the one worth acting on rather than reading. Your own staff’s signatures were free because you were a partner, and once you are not they are billed like anyone else’s, so a card has to go on the account before the window closes.

Removal is not deletion

No tenant is deleted. Your organisation keeps its Sigil account, its templates, its brand assets, its images and its people, and so does every client that was ever managed under the partnership.

What does go is the partner account itself and the records that only made sense as part of it:

Removed	What that means
Your partner staff list and their client scopes	Nobody at your firm can reach a client through the console
Pending invitations and transfer requests	Links you sent stop working
The partner event log	The history of client moves and staff changes, including those Tophhie Cloud made for you, and any suspension with its reason
Your partner subscription record, seat snapshots and daily measurements	The Partner billing view and its usage history are gone
Prepaid mailbox blocks your firm bought for clients	The blocks are deleted with the partner account, so none carries over to a client

If you want to keep your usage history, choose Export CSV under rebilling before you leave, and save copies of any invoices you need. The console closes with the partner account, so neither can be fetched from it afterwards.

This is the same shape as releasing a client, which also moves a tenant between billing arrangements without touching what is in it. A tenant is a tenant whether or not a partner is attached to it, which is what makes both operations safe.

You can apply to rejoin the programme at any time.

Where the record lives

The ground relied on, any note written with it, and how long the partner had been without a client at that moment are all recorded on the platform audit line.

They are kept there rather than in the partner’s own event log because that log is deleted along with the partner. Which clause was relied on is the first question if a decision is ever challenged, so it has to survive the thing it is about.

The record of each notice you were sent survives for the same reason. It holds what the notice was, the day it named, and the addresses it went to. When the partner account is removed, those records move to your own organisation rather than going with the partner, since a removal notice matters most after the removal it announced. They are deleted when your organisation itself is, as the privacy policy’s retention table says.

Related pages

Support and service level covers what the agreement commits to while you are an active partner, and accepting the agreement covers what happens when its substance changes.

Managing clients covers releasing a client, which is the step that has to happen first in every case here.