Remove Prospect Support from US Federal

Request for comments

Need

There are currently 2,139 synchronized organizations that fall under prospect status in US Federal. We have only had 26 cases tagged with the prospect tag since the instance was created. There doesn't appear to be a demonstrated need to maintain the massive list of organizations when 1% will use the offering. There is also no evidence that the support provided to these users has influenced them to purchase a subscription.

Approach

Support-ops is currently updating the synchronization scripts along side doing some synchronization cleanup of expired and ineligble organizations. If we agree that it doesn't make sense to support prospect users we can prune them and they would recieve a rejection email if they tried to reach out to support.

Benefit

1. With our current case volume increasing removing prospects will allow us to focus our efforts on paid subscribers
2. Our syncrhonization tool can become simpler and we can continue to use it as we scale up our customer base

Competition / Alternatives

We could instead create a priority prospect workflow similar to what global has in place to provide limited access for critical accounts prioritized by sales instead of synchronizing a large data set from salesforce.