Issue:
How to upgrade an existing Elements Endpoint Protection EPP for Computers or EPP for Servers subscription from Standard to Premium or how to add Endpoint Detection and Response (EDR) feature to the existing subscription?
Resolution:
If the customer has an Evergreen (monthly) subscription and you want to upgrade the subscription to to premium or add Endpoint Detection and Response (EDR) to the subscription, you can amend the current Evergreen contract.
- Log in to the Partner Portal
- Go to Sales > Accounts
- Choose the correct account and proceed to Deal Ordering & Subscriptions tab and click Amend Contracts
- Select Amend Subscriptions and click Next
- Choose the contract that will be amended, click Amend next to the contract you want to amend
- Set Amendment Start Date
- By default, start date is today, it can be set up to 31 days in future. Note that if start date is in future, provisioning will happen in the amendment start date
- Select Contact for the amendment, click Next
- Please note that while contact is mandatory to select, we are not sending any order documentation to the end customer contact. Instead, Certificates are available for Partner to download directly from Partner Portal
- Verify that you are opening the correct contract for amendment, proceed by clicking Amend
- Contract is now being opened for amendments; this might take a moment. Once the amendment quote is open, you can proceed to book following amendment types for the contract:
- Upsell/Downsell (change subscription quantity)
- Upgrade (change subscription product to a higher value another product variant)
- Cross-sell (add subscription for a new product on the contract)
- Termination (end subscription), note that the process flow for this starts slightly differently for this option
- Click Amend products from the top menu and select Upgrade to change the subscription to a higher value product variant
- Select the product you want to upgrade, click Next
- You can adjust the quantity or keep it unchanged on the new quote line of the new product, Quick Save after each adjustment
- Click Save to save the amendment quote. and proceed with deal preparation or generate an order from the quote
- Please note that net pricing on the quote refers to the monthly value (of a full month), and pricing is not prorated on the quote
Instead, prorated prices will be applied on the invoice. Evergreen subscriptions that are upgraded mid-month, are billed with prorated pricing: Old product follows a proration from start of the billing cycle until the upgrade date, and new product is prorated from order start date to the end of the billing cycle
After clicking the Generate Order button, the subscription will be upgraded on the day that was set as the start date. If the start date was set for today, then the subscription will be upgraded immediately and the new features will be available in the Elements portal immediately.
Note: You do not need to change the subscription key for any device, since the subscription key will be the same when upgrading the subscription. The devices will take the new features into use within 6 hours. If you want to make the process quicker, you can send a Full status update operation to the devices from the portal.