How do I expand a license??

The new partner portal for WithSecure Elements is proving VERY difficult for me to navigate. The previous portal was quite easy for me.

For example, I have a customer with 10 workstations using EPP for Computers.

I build them 2 more workstations, and want to EXPAND their license as to protect those also. Making the total number of EPP licenses 12.

I find it impossible to do so unless they are up for renewal soon. I used to be able to renew/expand and adjust as needed, and I can't do that anymore.

My trouble ticket in the portal has not been responded to in 3 days.

My phone call has not gotten any action in 2 days.

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VexorgTR

This is really a problem. I used to be able to just expand the license for a customer. Now I have to make them wait. This is really bad for business.

Sethu Laks

Thanks for raising another one, but please note that the SLA for the OBS ticket is 5 working days to 2 weeks.

VexorgTR

Still no response to my request.

VexorgTR

Ok, I've tried that just now. The last time I created a support ticked (4 days ago) I still see no response to it. I created a new one just now.

Sethu Laks

Hi @VexorgTR

Thank you for reaching out the WithSecure community,

In order to modify license size( i.e remove/ add more), you need to contact our Order Services team.

How to Open an OBS Case via the WithSecure Partner or e-Service Portal

If you need to open an OBS (Operational Business Services) case for order, invoice, or user management assistance, please follow these steps:

Via the WithSecure Partner Portal

Log in to the WithSecure Partner Portal.
Go to the My Support or Support section.
Click on New Case or Create Case.
In the case creation form:
- Case Type: Select either “Order & Invoice Assistance” or “User Management Assistance”.
  - For “Order & Invoice Assistance”, no sub-type is needed.
  - For “User Management Assistance”, choose the relevant sub-type (e.g., Elements Security Center, Partner Portal, E-Service, etc.).
- Language: Select your preferred language.
- Product: Choose the relevant product.
- Subject: Enter a brief summary of your issue.
- Description: Provide detailed information about your request or problem.
Click Submit.
You’ll receive a confirmation and a case number for tracking.

Best regards,
Sethu
Community Moderator | Technical Support Engineer
WithSecure™ https://www.withsecure.com/