I just wanted to clarify that the original request Charlie placed asked for the .pst files to be downloaded, but had not actually asked for the accounts to be deleted yet. This is to give us time to 1) make sure the .pst files work (which unfortunately in this case Joan's didn't), 2) to give us time to collect their documents, and 3) to identify any related issues (in this case Sophie's "ownership" of the public HILS bookings calendar). Unfortunately in this case premature deletion of the accounts caused us significant operational issues for several days.
In future can we please ensure that the procedure is as follows:
HILS requests .pst files for users we intend to delete
Silvertel provide .pst files
HILS check that the .pst files work as required
HILS takes copies of users documents and check that this works
HILS and Silvertel check for any associated anomalies / historical set-ups (e.g. ownership of public calendars)
HILS then make final request to Silvertel to delete the accounts
Silvertel delete user accounts