October 30, 11:09am GMT

Good morning,

We are currently investigating reports in which partners are unable to download their invoice data exports from the Cloud Market.

You may receive the following error: Download of the report failed. Please try again later.

Periodically retrying the download has worked for some users, however we will provide further information as soon as possible.

October 31, 2:45pm GMT

Good afternoon,

We would like to confirm the below issues, impacting our Giacom Cloud's billing service, and subsequent work that is being done as a result:

• Some partners have not received their Monthly invoice emails, but have received the pre and post bill emails.
  • This is under investigation with our teams as we speak.
  • Please be aware you can download this via the Billing Tab in Cloud.Market as needed.
    
    
• Issues viewing/downloading or interacting with invoices as expected.
  • The issue causing this has been identified and we are working on fixing this issue. It is unlikely to cause further issues at this time but we aim to have the issue resolved prior to the next months billing cycle to prevent a repeat of this.
  • If you are having issues on the billing page regarding these issues, please be advised that the issue will clear up, usually, within 15-30 minutes. If you attempt a few times with these intervals you will succeed.
    • We do appreciate this is a very unpleasant work around, but we are doing our best to prevent this occurring for any more users.
      
      
• The product names within the data export showing differently or incorrectly.
  • We are aware of this and working to rectify this. Due to the way the new billing system works, it will mean that when this issue is resolved, customers will be able to download the data export for their monthly bill and it will then show as expected. 
    • Please be aware that the report will still have a new format/layout which is to be expected and will not change.
      
      
• There is a licence quantity issue when going via Customer > "Your Example Customer > Billing which shows the quantity of licences for some services incorrectly. However the price on this is correct and the quantity here can be ignored. We are working on resolving this as soon as we can.

As these issues are resolved, they will be struck out. 

We sincerely apologise for the inconvenience caused.

Kind Regards,

Giacom - Cloud Support

November 01, 12:18pm GMT

Good Afternoon,

The following issue has had it's fix tested and is going to be released in a few moments.

"The product names within the data export showing differently or incorrectly."

November 01, 1:06pm GMT

Good afternoon,

The fix for the below issue has been released and is working as expected:

"The product names within the data export showing differently or incorrectly."

November 02, 11:52am GMT

Good morning,

Regarding the below issue:

• There is a licence quantity issue when going via Customer > "Your Example Customer > Billing which shows the quantity of licences for some services incorrectly. However the price on this is correct and the quantity here can be ignored. We are working on resolving this as soon as we can.

We have seen from our testing that whilst this view shows a significant increase in the licence count here, the cost is correct. This can be validated against your bill or data invoiced as needed.

Our apologies for the inconvenience caused here.

Kindest Regards,

Giacom - Cloud Service Desk

November 06, 1:51pm GMT

Good afternoon,

Regarding "Issues viewing/downloading or interacting with invoices as expected", the Development Team are planning to release a series of hotfixes throughout the next couple of weeks, to help improve overall performance when utilising the billing section. 

We will advise of any issues along the way if they occur, and once we have confirmation the issue is resolved. Also, if you do see any difference in behaviour, or start to experience any new issues, please reach out to the Service Desk to help investigate further.

We appreciate your patience on this matter, and apologise for any inconvenience caused by this.

November 08, 2:24pm GMT

Good afternoon,

Regarding the following issue "Some partners have not received their Monthly invoice emails, but have received the pre and post bill emails."

The fault that caused October's Invoices to not be sent, on our billing day, has now been resolved.  

Please be advised that last month's invoices have not been sent out with this fix. Should you require a copy of your invoice at this time, please download it from Cloud.Market under the Billing tab, within the Cloud Portal.

We apologise for the inconvenience caused.

Giacom - Cloud Service Desk