Issue:
Customer or reseller partner would like to cancel an existing Evergreen (SaaS) WithSecure Elements subscription. How to cancel it?
Resolution:
If you have the product through a reseller partner, you need to contact them and they can request a termination of an existing Evergreen / SaaS subscription.
If you are a reseller partner, you can terminate a license through the Partner Portal by following these steps:
New Partner Portal:
- To terminate subscription(s) under a contract, proceed to the customer account from Sales > Accounts
- Choose correct account and proceed to Deal Ordering & Subscriptions tab, click Amend Contracts
- Select Terminate Subscriptions, click Next
- Choose the contract and click Select
- Choose which subscriptions under the contract will be terminated, to proceed click Next
- Check that the details are correct, and confirm the termination by clicking Terminate
- Termination is now completed, click Close
Note: Termination that is booked during the on-going month will take effect on the 1st day of the next month
Old Partner Portal:
- Log in to Partner Portal: https://partnerportal.withsecure.com/s/?language=en_US
- Click the Ordering tab and select SaaS
- Click the +New SaaS order button
- Search for and select the customer for which you want to terminate licenses
- Click on Add Product
- Select SaaS termination
- Choose the termination date
If have purchased the product directly from WithSecure, you can contact your WithSecure sales contact or account manager. If you are unable to reach your WithSecure sales contact or account owner, proceed to contact WithSecure Support.
Important Note: Starting from April 1, 2025 (Q2), we will no longer process credit or cancellation requests for orders below 50 seats or €1500 in Annual Contract Value (ACV). For instance, if a reseller places an order for 5 seats at €10 each, the order will be considered final and non-cancellable.
For credit or cancellation requests involving orders above 50 seats or €1500 ACV, the case will be forwarded to the Deal Desk for approval. This policy applies only to orders created within the last 30 days; orders older than 30 days will not be handled, regardless of their size.
For more details, please refer to Section 5(1) of the Reseller Agreement: "Orders placed by the Reseller shall be binding, i.e., non-cancellable and non-returnable."
If you want to change the license amount on Partner Portal, there is a need to navigate to Partner Portal Extension by clicking "Visit Partner Portal Extension" from the home page and go to "Amend Contract" in order to modify the license amount.