Issue:
How to transfer, move or change a customer company from old reseller partner to a new reseller partner?
Resolution:
If you are a reseller partner, you can open a ticket to the WithSecure Order Services team using the WithSecure Partner Portal to have the end-customer moved.
How to open a ticket:
- Log in to the Partner Portal
- Navigate to Support > Create Support Request
- Click Create Request
- Select case type: Order And Invoice Assistance
The email should contain the following details:
- The customer company name, or the end user whose subscriptions are being moved to the new reseller
- Name of the old reseller partner from which the customer company will be moved from
- Name of the new reseller partner to which the customer company will be moved to
- Contact email of the end customer who our Order Services can contact to confirm the transfer
Note: When Elements Endpoint Protection end-customer company is moved between partners, only the profiles owned by the end customer are moved with the company to the new reseller partner. Profiles created by the previous reseller partner on the Solution Provider (SOP) or Service Provider (SEP) levels will not carry over after the move.
We recommend the end customer to clone the profiles owned by the previous partner, so that they will have copies that they themselves own. You can check the owner of the profile by checking the Owner column in the Profiles page in the Elements Endpoint Protection portal. To clone a profile, click on the three dots on the right side of the profile and select Clone profile. Once the profiles have been cloned, go to the Environment > Devices page and assign the new profile to the devices.