Every account must have a value for contract status and status to classify customer contracts. These attributes are available for "change" filters to get context when values change.

Totango calculates health and other key metrics for active customers. Accounts that do not have status value set correctly will be classified as "Unknown" and will not take part in daily health calculation. (The contract status automatically sets based on the status value.)

Define contract status groups

Values for contract status include the following:

1. Free: Non-paying account
2. Paying: Paying account on an active subscription
3. Cancel: Churned or disabled account

Define status values

Within the contract status groups, you can define new status values that represent your business. If your business supports a freemium model through Totango, you can also set a specific data retention policy free accounts.

An example of custom statuses under each group include the following:

• Free
  • Trial: Assuming your application has a free trial accounts that you are managing with Totango
  • Internal-use:  For non-production accounts, such as demos or testing tenants
• Paying
  • Personal
  • Pro
  • Enterprise
• Cancel
  • Cancelled 

Update the status on an account

Because status is a required field, you must choose a status when creating an account manually via data entry or via data file (e.g., CSV) or data source integration (e.g., Salesforce). You can also set the status from your web application using the Totango API. Totango users can update status like any other attribute:

You must define the status attribute as outlined under Define new contract status in order to update a status via Totango API.

Once set, Totango automatically updates the related contract status and a second, reserved status field (copy of status, read only).

How are cancelled accounts handled?

When contract status is set to cancelled, Totango does the following:

1. Account Profile: Cancelled accounts do not appear as child accounts in the breadcrumbs. Cancelled accounts are not listed within the sub-accounts widget. Instead, you will see a link for accessing cancelled accounts.
2. Health: Health metrics are not calculated for cancelled accounts.
3. Metrics / Custom Metrics: Metrics and custom metrics are not calculated for cancelled accounts, so you will see null values for these metrics.
4. Usage: Modules and actions are calculated for usage. Metrics, such as the number of activities and the number of users, are not calculated, as they are treated as metrics.