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, contact WithSecure Order Services directly by sending an email to their address. The WithSecure Order Services email address can be found in the Partner Portal on the right side of the home screen. If you are unable to log in to the Partner Portal to find the email address, be in touch with your WithSecure Sales contact.
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 are 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 either 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.
Article no: 000003119