<?xml version="1.0" encoding="UTF-8"?>
<bpmn2:definitions xmlns:bpmn2="http://www.omg.org/spec/BPMN/20100524/MODEL" xmlns:bpmndi="http://www.omg.org/spec/BPMN/20100524/DI" xmlns:dc="http://www.omg.org/spec/DD/20100524/DC" xmlns:di="http://www.omg.org/spec/DD/20100524/DI" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" id="Definitions_1" targetNamespace="http://bpmn.io/schema/bpmn" exporter="swimdraft" exporterVersion="1.0">
  <bpmn2:collaboration id="Collaboration_1">
    <bpmn2:participant id="pool_sr" name="Subscription renewal" processRef="Process_pool_sr" />
  </bpmn2:collaboration>
  <bpmn2:process id="Process_pool_sr" isExecutable="false">
    <bpmn2:laneSet id="LaneSet_pool_sr">
      <bpmn2:lane id="lane_sr_cs" name="Customer success">
        <bpmn2:flowNodeRef>start_sr</bpmn2:flowNodeRef>
        <bpmn2:flowNodeRef>t_sr_health</bpmn2:flowNodeRef>
        <bpmn2:flowNodeRef>t_sr_proposal</bpmn2:flowNodeRef>
        <bpmn2:flowNodeRef>t_sr_notice</bpmn2:flowNodeRef>
        <bpmn2:flowNodeRef>ev_sr_decision</bpmn2:flowNodeRef>
        <bpmn2:flowNodeRef>g_sr_renew</bpmn2:flowNodeRef>
        <bpmn2:flowNodeRef>t_sr_save</bpmn2:flowNodeRef>
        <bpmn2:flowNodeRef>g_sr_saved</bpmn2:flowNodeRef>
      </bpmn2:lane>
      <bpmn2:lane id="lane_sr_fin" name="Finance">
        <bpmn2:flowNodeRef>t_sr_cancel</bpmn2:flowNodeRef>
        <bpmn2:flowNodeRef>end_sr_lapsed</bpmn2:flowNodeRef>
        <bpmn2:flowNodeRef>t_sr_update</bpmn2:flowNodeRef>
        <bpmn2:flowNodeRef>t_sr_invoice</bpmn2:flowNodeRef>
        <bpmn2:flowNodeRef>end_sr_renewed</bpmn2:flowNodeRef>
      </bpmn2:lane>
    </bpmn2:laneSet>
    <bpmn2:startEvent id="start_sr" name="Renewal window opens">
      <bpmn2:outgoing>fsr1</bpmn2:outgoing>
      <bpmn2:timerEventDefinition id="start_sr_def" />
    </bpmn2:startEvent>
    <bpmn2:serviceTask id="t_sr_health" name="Review account health">
      <bpmn2:incoming>fsr1</bpmn2:incoming>
      <bpmn2:outgoing>fsr2</bpmn2:outgoing>
    </bpmn2:serviceTask>
    <bpmn2:userTask id="t_sr_proposal" name="Prepare renewal proposal">
      <bpmn2:incoming>fsr2</bpmn2:incoming>
      <bpmn2:outgoing>fsr3</bpmn2:outgoing>
    </bpmn2:userTask>
    <bpmn2:sendTask id="t_sr_notice" name="Send renewal notice">
      <bpmn2:incoming>fsr3</bpmn2:incoming>
      <bpmn2:outgoing>fsr4</bpmn2:outgoing>
    </bpmn2:sendTask>
    <bpmn2:intermediateCatchEvent id="ev_sr_decision" name="Decision received">
      <bpmn2:incoming>fsr4</bpmn2:incoming>
      <bpmn2:outgoing>fsr5</bpmn2:outgoing>
      <bpmn2:messageEventDefinition id="ev_sr_decision_def" />
    </bpmn2:intermediateCatchEvent>
    <bpmn2:exclusiveGateway id="g_sr_renew" name="Customer renewing?" default="fsr7">
      <bpmn2:incoming>fsr5</bpmn2:incoming>
      <bpmn2:outgoing>fsr6</bpmn2:outgoing>
      <bpmn2:outgoing>fsr7</bpmn2:outgoing>
    </bpmn2:exclusiveGateway>
    <bpmn2:userTask id="t_sr_save" name="Hold retention call">
      <bpmn2:incoming>fsr7</bpmn2:incoming>
      <bpmn2:outgoing>fsr8</bpmn2:outgoing>
    </bpmn2:userTask>
    <bpmn2:exclusiveGateway id="g_sr_saved" name="Customer retained?" default="fsr10">
      <bpmn2:incoming>fsr8</bpmn2:incoming>
      <bpmn2:outgoing>fsr9</bpmn2:outgoing>
      <bpmn2:outgoing>fsr10</bpmn2:outgoing>
    </bpmn2:exclusiveGateway>
    <bpmn2:task id="t_sr_cancel" name="Process cancellation">
      <bpmn2:incoming>fsr10</bpmn2:incoming>
      <bpmn2:outgoing>fsr11</bpmn2:outgoing>
    </bpmn2:task>
    <bpmn2:endEvent id="end_sr_lapsed" name="Subscription lapsed">
      <bpmn2:incoming>fsr11</bpmn2:incoming>
    </bpmn2:endEvent>
    <bpmn2:serviceTask id="t_sr_update" name="Update subscription term">
      <bpmn2:incoming>fsr6</bpmn2:incoming>
      <bpmn2:incoming>fsr9</bpmn2:incoming>
      <bpmn2:outgoing>fsr12</bpmn2:outgoing>
    </bpmn2:serviceTask>
    <bpmn2:serviceTask id="t_sr_invoice" name="Issue renewal invoice">
      <bpmn2:incoming>fsr12</bpmn2:incoming>
      <bpmn2:outgoing>fsr13</bpmn2:outgoing>
    </bpmn2:serviceTask>
    <bpmn2:endEvent id="end_sr_renewed" name="Subscription renewed">
      <bpmn2:incoming>fsr13</bpmn2:incoming>
    </bpmn2:endEvent>
    <bpmn2:sequenceFlow id="fsr1" sourceRef="start_sr" targetRef="t_sr_health" />
    <bpmn2:sequenceFlow id="fsr2" sourceRef="t_sr_health" targetRef="t_sr_proposal" />
    <bpmn2:sequenceFlow id="fsr3" sourceRef="t_sr_proposal" targetRef="t_sr_notice" />
    <bpmn2:sequenceFlow id="fsr4" sourceRef="t_sr_notice" targetRef="ev_sr_decision" />
    <bpmn2:sequenceFlow id="fsr5" sourceRef="ev_sr_decision" targetRef="g_sr_renew" />
    <bpmn2:sequenceFlow id="fsr6" name="Yes" sourceRef="g_sr_renew" targetRef="t_sr_update">
      <bpmn2:conditionExpression xsi:type="bpmn2:tFormalExpression">Yes</bpmn2:conditionExpression>
    </bpmn2:sequenceFlow>
    <bpmn2:sequenceFlow id="fsr7" name="No" sourceRef="g_sr_renew" targetRef="t_sr_save" />
    <bpmn2:sequenceFlow id="fsr8" sourceRef="t_sr_save" targetRef="g_sr_saved" />
    <bpmn2:sequenceFlow id="fsr9" name="Yes" sourceRef="g_sr_saved" targetRef="t_sr_update">
      <bpmn2:conditionExpression xsi:type="bpmn2:tFormalExpression">Yes</bpmn2:conditionExpression>
    </bpmn2:sequenceFlow>
    <bpmn2:sequenceFlow id="fsr10" name="No" sourceRef="g_sr_saved" targetRef="t_sr_cancel" />
    <bpmn2:sequenceFlow id="fsr11" sourceRef="t_sr_cancel" targetRef="end_sr_lapsed" />
    <bpmn2:sequenceFlow id="fsr12" sourceRef="t_sr_update" targetRef="t_sr_invoice" />
    <bpmn2:sequenceFlow id="fsr13" sourceRef="t_sr_invoice" targetRef="end_sr_renewed" />
  </bpmn2:process>
  <bpmndi:BPMNDiagram id="BPMNDiagram_1">
    <bpmndi:BPMNPlane id="BPMNPlane_1" bpmnElement="Collaboration_1">
      <bpmndi:BPMNShape id="pool_sr_di" bpmnElement="pool_sr" isHorizontal="true">
        <dc:Bounds x="20" y="20" width="1720" height="370" />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="lane_sr_cs_di" bpmnElement="lane_sr_cs" isHorizontal="true">
        <dc:Bounds x="50" y="20" width="1690" height="130" />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="lane_sr_fin_di" bpmnElement="lane_sr_fin" isHorizontal="true">
        <dc:Bounds x="50" y="150" width="1690" height="240" />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="start_sr_di" bpmnElement="start_sr">
        <dc:Bounds x="112" y="59" width="36" height="36" />
        <bpmndi:BPMNLabel><dc:Bounds x="71" y="101" width="118" height="14" /></bpmndi:BPMNLabel>
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="t_sr_health_di" bpmnElement="t_sr_health">
        <dc:Bounds x="230" y="37" width="100" height="80" />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="t_sr_proposal_di" bpmnElement="t_sr_proposal">
        <dc:Bounds x="380" y="37" width="100" height="80" />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="t_sr_notice_di" bpmnElement="t_sr_notice">
        <dc:Bounds x="530" y="37" width="100" height="80" />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="ev_sr_decision_di" bpmnElement="ev_sr_decision">
        <dc:Bounds x="712" y="59" width="36" height="36" />
        <bpmndi:BPMNLabel><dc:Bounds x="686" y="101" width="89" height="14" /></bpmndi:BPMNLabel>
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="g_sr_renew_di" bpmnElement="g_sr_renew">
        <dc:Bounds x="855" y="52" width="50" height="50" />
        <bpmndi:BPMNLabel><dc:Bounds x="828" y="32" width="104" height="14" /></bpmndi:BPMNLabel>
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="t_sr_save_di" bpmnElement="t_sr_save">
        <dc:Bounds x="980" y="37" width="100" height="80" />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="g_sr_saved_di" bpmnElement="g_sr_saved">
        <dc:Bounds x="1155" y="52" width="50" height="50" />
        <bpmndi:BPMNLabel><dc:Bounds x="1131" y="32" width="99" height="14" /></bpmndi:BPMNLabel>
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="t_sr_cancel_di" bpmnElement="t_sr_cancel">
        <dc:Bounds x="1280" y="277" width="100" height="80" />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="end_sr_lapsed_di" bpmnElement="end_sr_lapsed">
        <dc:Bounds x="1462" y="299" width="36" height="36" />
        <bpmndi:BPMNLabel><dc:Bounds x="1431" y="341" width="98" height="14" /></bpmndi:BPMNLabel>
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="t_sr_update_di" bpmnElement="t_sr_update">
        <dc:Bounds x="1280" y="167" width="100" height="80" />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="t_sr_invoice_di" bpmnElement="t_sr_invoice">
        <dc:Bounds x="1430" y="167" width="100" height="80" />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="end_sr_renewed_di" bpmnElement="end_sr_renewed">
        <dc:Bounds x="1612" y="189" width="36" height="36" />
        <bpmndi:BPMNLabel><dc:Bounds x="1576" y="231" width="108" height="14" /></bpmndi:BPMNLabel>
      </bpmndi:BPMNShape>
      <bpmndi:BPMNEdge id="fsr1_di" bpmnElement="fsr1">
        <di:waypoint x="148" y="77" />
        <di:waypoint x="230" y="77" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="fsr2_di" bpmnElement="fsr2">
        <di:waypoint x="330" y="77" />
        <di:waypoint x="380" y="77" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="fsr3_di" bpmnElement="fsr3">
        <di:waypoint x="480" y="77" />
        <di:waypoint x="530" y="77" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="fsr4_di" bpmnElement="fsr4">
        <di:waypoint x="630" y="77" />
        <di:waypoint x="712" y="77" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="fsr5_di" bpmnElement="fsr5">
        <di:waypoint x="748" y="77" />
        <di:waypoint x="855" y="77" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="fsr6_di" bpmnElement="fsr6">
        <di:waypoint x="905" y="77" />
        <di:waypoint x="960" y="77" />
        <di:waypoint x="960" y="132" />
        <di:waypoint x="1260" y="132" />
        <di:waypoint x="1260" y="207" />
        <di:waypoint x="1280" y="207" />
        <bpmndi:BPMNLabel><dc:Bounds x="911" y="57" width="21" height="14" /></bpmndi:BPMNLabel>
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="fsr7_di" bpmnElement="fsr7">
        <di:waypoint x="905" y="77" />
        <di:waypoint x="980" y="77" />
        <bpmndi:BPMNLabel><dc:Bounds x="911" y="83" width="17" height="14" /></bpmndi:BPMNLabel>
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="fsr8_di" bpmnElement="fsr8">
        <di:waypoint x="1080" y="77" />
        <di:waypoint x="1155" y="77" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="fsr9_di" bpmnElement="fsr9">
        <di:waypoint x="1205" y="77" />
        <di:waypoint x="1260" y="77" />
        <di:waypoint x="1260" y="207" />
        <di:waypoint x="1280" y="207" />
        <bpmndi:BPMNLabel><dc:Bounds x="1211" y="57" width="21" height="14" /></bpmndi:BPMNLabel>
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="fsr10_di" bpmnElement="fsr10">
        <di:waypoint x="1205" y="77" />
        <di:waypoint x="1260" y="77" />
        <di:waypoint x="1260" y="317" />
        <di:waypoint x="1280" y="317" />
        <bpmndi:BPMNLabel><dc:Bounds x="1211" y="83" width="17" height="14" /></bpmndi:BPMNLabel>
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="fsr11_di" bpmnElement="fsr11">
        <di:waypoint x="1380" y="317" />
        <di:waypoint x="1462" y="317" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="fsr12_di" bpmnElement="fsr12">
        <di:waypoint x="1380" y="207" />
        <di:waypoint x="1430" y="207" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="fsr13_di" bpmnElement="fsr13">
        <di:waypoint x="1530" y="207" />
        <di:waypoint x="1612" y="207" />
      </bpmndi:BPMNEdge>
    </bpmndi:BPMNPlane>
  </bpmndi:BPMNDiagram>
</bpmn2:definitions>