Update data deletion process

content/departments/technical-success/support/process/permanently_deleting_user_data.md

@@ -1,46 +1,50 @@
-# Permanently deleting user data (GDPR requests, etc.)
-
-Sometimes users will ask us to remove their account data. This can be just because they want it done, or as a GDPR compliance request, etc.
-
-### Submitting a request
-
-Anyone may request to have their user data permanently deleted from Sourcegraph.com, whether for a GDPR request or otherwise. We treat all requests the same way and with urgency.
-
-You can request this via [email protected]
-
-### Support: Processing a data deletion request
-
-The support team member is responsible for delegating to other teams. If you're not the support team, you should inform the user that only our support team [email protected] can handle such requests.
-
-[Create an issue in the sourcegraph/customer repository](https://github.com/sourcegraph/customer/issues/new/choose) and follow the "**Customer support: Delete user data**" checklist issue template.
-
-This will involve coordinating with multiple teams to get all the data deleted from various systems (Sourcegraph.com itself, marketing, sales, and analytics data sources, etc.)
-
-### In the product: how to nuke a user account
-
-1a. If the request is for a Sourcegraph.com account, engage [one of your teammates who has access](../tools/index.md#sourcegraphcom-admin-access) (it requires site admin). Inform the customer that you can only remove the username associated with the email they submitted the request from. You can use the "Delete user from Sourcegraph.com" macro on Zendesk
-
-_Teammates can [request site admin access to dotcom](../../../security/admin-access-internal-instances.md) through Entitle._
-
-1b. If the request is for a customers' on-prem instance, the site admin of that instance is the only one who can perform that action and they will need to follow the steps outlined here.
-
-2. Look up the username associated with the email address using [this GraphQL query](<https://sourcegraph.com/api/console#%7B%22query%22%3A%22%7B%5Cn%20%20user(email%3A%20%5C%22somebody%40somewhere.com%5C%22)%20%7B%5Cn%20%20%20%20username%5Cn%20%20%20%20emails%20%7B%5Cn%20%20%20%20%20%20email%5Cn%20%20%20%20%20%20verified%5Cn%20%20%20%20%7D%5Cn%20%20%7D%5Cn%7D%5Cn%22%7D>).
-
-   a. Confirm the email address shown matches the email address the request came from.
-   b. Confirm the email address is marked as _verified_. If it is not, the request could be a malicious request and the user will need to sign into Sourcegraph and verify the email address in order for us to verify the account is owned by them before we can proceeed with deletion.
-
-3. Post the email and username on #discuss-core-services channel and wait for someone to delete it.
-
-### How to delete previous tickets from a requester
-
-1. On Zendesk, search the user with the email address associated with the account and requesting deletion
-   You can also click their name on the deletion ticket they created.
-2. Select all tickets that are **not** the current request. We need to save their current request for legal reasons.
-
-<img width="933" alt="image" src="https://storage.googleapis.com/sourcegraph-assets/select-tickets-action.png">
-
-3. Click on Edit X ticket(s) button
-
-4. Confirm the deletion
-
-<img width="933" alt="image" src="https://storage.googleapis.com/sourcegraph-assets/delete-tickets-action.png">
+# Deleting user data
+
+When users request deletion of their account data, whether for personal preference or GDPR compliance, the support team handles and routes these requests. Please send these requests to [email protected] to ensure they enter the support queue.
+
+## Handling Data Deletion Requests
+
+First, identify if the request is for account deletion or specifically for data deletion, which we treat as a GDPR request. Use keywords like 'Permanently delete all my user data,' 'GDPR request,' and 'CCPA request' to guide your assessment. If it's unclear what the user wants, request clarification or seek advice in #team-support-engineering.
+
+<aside>
+💡 Direct users wanting to delete their account from a self-hosted instance to their Sourcegraph admin.
+</aside>
+
+## Account deletions
+
+For account deletions, remove the account from [sourcegraph.com](http://sourcegraph.com/) and the Sourcegraph Accounts Management System (SAMS).
+
+- [ ]  Confirm the requestor's email matches the account email.
+- [ ]  Apply the “Delete user from [Sourcegraph.com](http://sourcegraph.com/)” ZenDesk macro on the ticket to confirm the deletion request with the user.
+- [ ]  Delete the user from Sourcegraph.com
+    - [Request site admin access through Entitle](https://handbook.sourcegraph.com/departments/security/admin-access-internal-instances/#new-direct-method) with 'Account deletion request' and the ZenDesk ticket link as justification.
+    - Find the user at [https://sourcegraph.com/site-admin/users](https://sourcegraph.com/site-admin/users) using their email.
+    - Choose 'Delete forever' from the actions menu.
+- [ ]  Delete the user from SAMS
+    - Post the user's email and username in [#discuss-core-services](https://sourcegraph.slack.com/archives/discuss-core-services) and wait for deletion.
+
+        <aside>
+        Deletion request: <br>
+        Username: user <br>
+        Email: [email protected]
+        </aside>
+
+- [ ]  Inform the user their account is permanently deleted.
+
+    <aside>
+    Your account associated with the email: [email protected] has been permanently deleted. Thank you for trying Sourcegraph.
+    </aside>
+
+## Data deletions
+
+Data deletion requests require coordination with sales and analytics to remove data from all systems, in addition to the steps for account deletion.
+
+- [ ]  Initiate user data removal from our systems by creating a [deletion request GitHub issue](https://github.com/sourcegraph/customer/issues/new?assignees=&labels=&projects=&template=user-data-deletion.md&title=Request+to+permanently+delete+all+user+data+for%3A+someone%40example.com) as a checklist.
+
+- [ ]  Delete previous tickets from a requester
+    - On Zendesk, search the user with the email address associated with the account and requesting deletion. You can also click their name on the deletion ticket they created.
+    - Select all tickets that are **not** the current request. We need to save their current request for legal reasons.
+    - Click on the Edit X ticket(s) button
+    - Confirm the deletion
+    <img width="933" alt="image" src="https://storage.googleapis.com/sourcegraph-assets/select-tickets-action.png">
+- [ ]  Notify the user that their data has been permanently deleted.