Service Discontinuation


Pipefy’s Service Discontinuation Template identifies existing services which are unviable and manages the process of retiring the Service from the company’s portfolio. The process identifies products & customers impacted by any exit, develops product & customer specific exit or migration strategies and manages the operational aspects of the exit process.

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Template structure

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  1. Service name
  2. Reason for discontinuation
  3. Requester
  4. Requester email
  5. Expected discontinuation dat

Lifecycle analysis

  1. Years of operation
  2. Current lifecycle stage
    • Introduction
    • Growth
    • Maturity
    • Decline
  3. Reasons for discontinuation
    • Critical subscriber count drop
    • Market adherence not as expected
    • Slow growth
    • Market shift, resources to be invested elsewhere

Service feasibility

  1. Discontinuation criteria
    • Economically unfeasible
    • Strategically unfeasible
  2. Identify all stakeholders:
  3. Impact on customers
  4. Is there any regulation specifying a minimum life spam for this service?
    • Yes
    • No

Legal analysis

  1. Are there legal restrictions in case the provision of this service is terminated?
    • Yes
    • No
  2. Legal strategy
    • Face legal charges – low economical impact
    • Avoid charges – upgrade customers’ subscriptions
    • Mitigate charges – migrate customers to similar plans

Discontinuation planning

  1. Deadline for providing customer support
  2. Discontinuation strategy
  3. Current subscriber count
  4. Can we migrate these subscribers to different services?
    • Yes
    • No
  5. Services to migrate subscribers to


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