Before: Arbitrator UlrichSchroeter (A), Respondent: CAcert (R), Claimant: Tom W (C), Case: a20111128.3

History Log

Original Dispute, Discovery (Private Part)

EOT Private Part

Discovery

Ruling

For the ruling I follow the simplyfied arbitration case a20110802.3 As this current running case is also intended to becoming precedent for similar Delete My Account cases, the ruling includes some pre-exec steps, that has been handled for the running case by the arbitrator (step 1 + 2) ((C) confirmed yet the delete account request), but needs to be done by a Support-Engineer in followup precedent cases:

  1. Support-Engineer shall check the users account:
    1. If the Claimant has given Assurances, continue step 5
    2. The Claimant has not given Assurances:
      1. If the Claimant has not issued any certificates (Certs.A), Support-Engineer shall continue with the next step 2
      2. If the Claimant has client or server certs (excluding org client or org server certs) but the certs are expired since 3 months or more (Certs.B), Support-Engineer shall continue with the next step 2
      3. If the Claimant has client or server certs (excluding org client or org server certs) but the certs are expired within the last 3 months (Certs.C), Support-Engineer shall continue with the next step 2
      4. all other cases to follow step 5
  2. Support-Engineer shall write an initial mail to the claimant, to confirm the delete my account request by following the example given under Delete my Account cases Init mailing. Support-Engineer shall set a deadline to this initial mailing for 2 weeks

  3. Either the claimant confirms the delete account request or the given deadline passed:
    1. Certs.A and Certs.B case:
      • If the Claimant has not issued any certificates or certs are expired for 3 months or more and Claimant has not given any Assurances the account shall be hijacked by SE and shall be anonymized following the Delete Account Procedure (by using the next free number x1) and the CCA with the Claimant is terminated immediately. SE shall then report to the Claimant that the account has been terminated and the CCA termination date set to exec date

    2. Certs.C case:
      • If the Claimant has certificates that expired within the last 3 months and Claimant has not given any Assurances the execution shall be delayed until the 3 months hold period after the last cert in the users account expired. Support-Engineer shall send a notification to the user about the delay in execution, given the reason for expiring certs. Once the delaytime passes the user account shall be hijacked by SE and shall be anonymized following the Delete Account Procedure (by using the next free number x1) and the CCA with the Claimant is terminated immediately by given exec date. SE shall then report to the Claimant that the account has been terminated and the CCA termination date set to exec date

  4. In case of delete account action, SE shall document the delete account issue by adding it to the table at the end of this case file a20111128.3 with:

    1. Support ticket number
    2. Arbitration number + consecutive number, eg. a20111128.3.# (increasing number starting with 1) x1)

    3. CCA termination date (this is the SE's exec date)
  5. If Support finds any certificates that disqualify for rule 1.b.1 (Certs.A) and 1.b.2 (Certs.B) and 1.b.c (Certs.C) or Assurances given, Support-Engineer shall refer this case back to arbitration (move ticket to disputes queue) with informations found in the users account (assurances given, certificates state) and another ruling shall determine further steps and the CCA termination and anonymization date. In this case, the documentation doesn't need to be added to this case file.

The initial mailing and confirmation by (C) has been yet applied. In the running case, SE shall start with step 3 of execution.

I hereby order that Support is allowed to execute subsequent dispute filings following the conditions given by this ruling using this case as precedent.

An Arbitrator shall walk thru the pending arbitration cases not yet picked up by an Arbitrator and Case Manager and shall set the state to dismiss for the moment for all Delete Account cases still in the Arbitration queue and shall transfer them back to Support-Engineer queue to handle the cases given under this precedent ruling.

Also an Arbitrator shall move all yet still awaiting dispute filings regarding delete my account cases in disputes queue to the Support-Engineer queue to be handled by a Support-Engineer given by this precedent ruling.

A Support-Engineer shall update the Support-Engineer handbook in handling dispute filings by Triage members regarding delete account cases, to move tickets to Support-Engineer queue first instead of moving them to the disputes queue so a Support-Engineer can first check if the precedent ruling applies for a new case.

Frankfurt/Main, 2012-01-06

certs-expire-ranges.jpg

Execution

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see also: Arbitrations Training Lesson 20 - Arbitration Case - Delete Account Request

Post Arbitration Documentation


Arbitrations/a20111128.3 (last edited 2016-06-10 23:05:07 by dirkastrath)