Issue:
How to change an Elements (EPP, EDR, Collaboration Protection or Exposure Management) subscription type from Partner Managed to Company Managed or from Company Managed to Partner Managed.
This could apply to the following scenarios:
- You're a company buying the product from a reseller and you want to change subscription type
- You're a reseller partner and want to perform this change for one of your customers
Resolution:
If you are a customer company who has bought the subscription through a reseller partner, this request needs to be handled by the partner. Please contact the partner and they can then proceed with the request.
If you are a reseller partner, you need to create a ticket to our Order Services team through the WithSecure Partner Portal. When creating the ticket, select as case type: "Order And Invoice Assistance".
When creating the ticket to Order Services, please include license information as well as details about what change you want to be done to the subscription.
Changing a subscription from Company Managed to Partner Managed keeps the same subscription key, which means that no reinstallation is required after the change has been made.
If subscription is changed from Partner Managed to Company Managed, the account will lose access to any profile that is on the partner level. Before requesting for the change, clone any profile that is created by the partner so that the owner of the profile is the company itself and assign the newly cloned profile to the devices. This makes sure that the profile will still be in use on the devices after the change from Partner Managed to Company Managed.
Article no: 000012071