Support portal access

  • 28 June 2024
  • 1 reply

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we’re finilizing purchase process for a new AAe360 on-premise license via Partner. In this case wil I gain a Support portal access (tickets, download software and updates) or the access wil be given to the Partner through which my company is buying AAe360 on-premise?




Best answer by Tamil Arasu10 28 June 2024, 15:28

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Hi @MichalTurek,

When purchasing an AAe360 on-premise license through a partner, the process for gaining access to the support portal typically involves the following steps:

  1. Partner's Role: The partner facilitating your purchase is responsible for coordinating with the vendor (in this case, the company providing AA360) to set up your license and support access.

  2. Support Portal Access: Generally, the end customer (your company) will be provided with direct access to the support portal. This includes the ability to submit support tickets, download software, and receive updates.

  3. Registration Process: After the purchase, the partner should assist you in registering your license with the vendor. This registration process usually involves creating an account on the vendor’s support portal, linking your license to this account, and setting up credentials.

  4. Partner’s Access: While the partner may also have access to the support portal on your behalf (to assist with any support issues or updates), your company should receive its own dedicated access. This ensures that you can manage your own tickets and downloads independently.

To confirm these details, you should:

  • Ask the Partner: Inquire directly with the partner about the specifics of the support portal access. They should provide you with the necessary steps and information to gain access.