Issue:

Cx re-setup their segments and accidentally misconfigured, causing the segment to include all the contacts in the entire database. Afterward, every member in this segment was sent an email by a journey, all of these members were counted in the Interacted People quota. This causes the Interacted People count to exceed their quota significantly.

While this is an accident, it causes a huge business impact as more license is needed to be purchased, or else new contact can be marketed to. After requesting, Microsoft was unable to revert the quota to before the incident or provide any mitigation as well as workaround. This causes a very bad customer experience.

Ask:

For better customer experience, it is requested that there are better ways to drop Interacted People quota instead of just waiting for 12 months. If there is an incident, it shouldn't affect customer's business in such an impactful way.