Maintenance cancellation - How to cancel a product's Maintenance renewal

You can now cancel Maintenance renewal for an individual product/license in the Boyum Portal.

You can start either from the customer’s product/license or from the Maintenance overview. Cancelling an individual product affects only that product. The customer and other products remain unchanged.

What happens when Maintenance renewal is cancelled?

The selected product/license will no longer appear on the Maintenance renewal pages.

Cancelling Maintenance renewal does not deactivate the customer’s perpetual license. The customer can continue using their existing licensed version.

Once the current Maintenance period expires, the affected product will no longer be eligible for Boyum support or upgrades to newer versions.

If the customer wishes to return to Maintenance later, a reinstatement fee will apply under the applicable Maintenance terms.

Please ensure the customer understands these consequences before cancelling their Maintenance renewal.

Option 1: Cancel from the product/license

1. Open the customer in the Portal.
2. Find the relevant product/license and open its three-dot menu.
3. Select Edit.

In the Edit License Name window, select Perpetual Maintenance Canceled and complete the cancellation reason fields shown below.

Option 2: Cancel from the Maintenance overview

1. Open Maintenance in the top menu.
2. Select the overview for the relevant renewal year - for example, Maintenance 2027.
3. Find the customer and product/license.
4. Click the cancellation icon at the right-hand end of the product row.

The Reason for Maintenance Cancellation window opens. Complete the cancellation reason fields before saving.

Important: Use the product’s cancellation icon to cancel an individual product. Cancel All applies to all products listed under that customer.

Select the cancellation reason

Both methods require you to select one Maintenance Cancellation Reason:

• Customer no longer wants to use the solution
• Customer went bankrupt
• Have not received payment
• Partner change
• Stopped using SAP B1

Choose the option that best reflects the customer’s situation.

If the customer no longer wants to use the solution

An additional required field appears: Detailed Reason.

Select the customer’s primary reason:

• Implementation challenges
• Low adoption / limited use
• Missing functionality
• Performance / reliability
• Price / budget
• Replaced by another solution
• Service / support experience

Base your selection on the customer’s feedback whenever possible. If several factors contributed, choose the main one.

Save the cancellation

Check that you are cancelling Maintenance for the intended product/license and that the selected reasons are correct. Click Save to complete the cancellation.

Why we ask for a reason

Your feedback helps us understand why customers discontinue our solutions and where we need to improve - from functionality and reliability to implementation, adoption, and support.

Thank you for helping us capture accurate customer feedback.