Amend or Cancel an Entitlement

Change or cancel an active customer contract across AWS, Azure, and GCP marketplaces.

Overview

Cloud marketplaces don’t allow direct edits to active entitlements. Instead, each hyperscaler enforces a controlled contract lifecycle mechanism for renewals, upsells, and mid-term adjustments. While the outcome is similar (modified commercial terms), the execution differs across AWS, Azure, and GCP.

In each marketplace, an active customer contract maps to an Entitlement in Suger, even though the marketplaces name it differently (AWS calls it an Agreement, Azure a Subscription, GCP an Entitlement).

Amend an AWS agreement

In AWS, an active customer contract is called an Agreement. In Suger, this is shown as an Entitlement.

If you want to change an existing customer deal (for example, increase usage, upgrade pricing, or extend the contract), you don’t create a new agreement. Instead, you create an Agreement-Based Offer (ABO). ABOs let you safely modify an active contract while keeping everything tied to the original entitlement.

1. Go to the Entitlements tab in Suger.
2. Find and open the active entitlement (your customer’s agreement).
3. Click More action, then select Upsell / Renew.
4. Fill in the updated terms (pricing, quantity, or contract length).
5. Create the offer.

Once the buyer accepts, the original contract is updated rather than replaced. For more details, see Amending agreements in AWS Marketplace.

Cancel an AWS agreement

To cancel an agreement, see Refunds and Cancellations.

Issue an AWS refund

To issue a refund, see Refunds and Cancellations.

Amend an Azure subscription

In Azure, an active customer contract is called a Subscription. In Suger, this is shown as an Entitlement.

Azure doesn’t allow editing an existing private offer or subscription once it’s active. Instead, every change is handled by creating a new private offer that replaces or extends the existing commercial terms.

1. Go to the Offers tab in Suger.
2. Click + New Private Offer.
3. Select the Azure product tied to the customer.
4. Enter the customer’s Azure Billing Account ID.
5. Check Customer Renewals. This tells Azure the offer is linked to an existing subscription.
6. Update pricing, quantity/usage, and the start and end dates.
7. Click Create Offer and send it to the buyer.

Cancel an Azure subscription

Azure subscriptions can only be cancelled directly in Microsoft Partner Center. See Cancel an Azure Marketplace subscription.

Amend a GCP entitlement

In GCP, a customer’s active contract is called an Entitlement, which matches Suger’s terminology.

If you want to renew or upsell an active customer deal, you use a Replacement Offer.

1. Go to the Offers tab in Suger.
2. Click + New Private Offer.
3. Select the GCP product tied to the customer. This pulls the existing offer details so you can reuse the current structure.
4. Update the Start and Expiry Date of the contract.
5. Update the number of remaining installments. Installments that have already been paid can’t be changed.
6. Attach a EULA to the offer.
7. Review your details and click Create to generate and send the private offer to the buyer.

Cancel a GCP entitlement

GCP entitlements can only be cancelled directly in Google Cloud Partner Center. See Cancel an active order.

Amend reseller deals (CPPO / MPO / RPOP)