Orders placed in Cloud Market for some products not properly fulfilling
Orders placed in Cloud Market for some products not properly fulfilling
January 17, 10:22am GMT
January 17, 10:22am GMT
Good morning,
We have received multiple reports of partners having issues when attempting to place orders in the Cloud Market.
When going through the order journey in Cloud Market, it completes however the product never actually appears under the customer, despite the action showing when checking Customer Activity (Customers > [Customer] > Activity).
We have identified the following products as affected so far:
Bitdefender MSP
Security Awareness (uSecure)
Acronis Cyber Cloud
BitTitan MigrationWiz
For Bitdefender MSP and Acronis Cyber Cloud, a workaround that can be used (if this is not your first order for the product) is to create the tenancy directly in the Vendor portal.
We apologise for the inconvenience this will be causing, and we will aim to provide a further update as soon as possible.
Kind Regards,
Giacom - Service Desk
January 17, 2:54pm GMT
January 17, 2:54pm GMT
Good afternoon,
Thank you for your continued patience on this issue.
Our Development Team are continuing to investigate this further at high priority and as soon as we have a further update, we will let you know.
We apologise again for the inconvenience this is causing.
Kind Regards,
Giacom - Service Desk
January 17, 5:24pm GMT
January 17, 5:24pm GMT
We can confirm that our development team believe the issue to be resolved.
Our testing shows that orders are now completing successfully on the Cloud Market for the affected products.
We will continue to monitor the behaviour encase we receive further reports. If you encounter this issue please contact the Giacom Cloud Service Desk
January 20, 12:49pm GMT
January 20, 12:49pm GMT
Good afternoon,
After further monitoring and investigation, while temporarily resolved, it is now re-occurring and has been confirmed to be affecting the following products, however others may also be affected:
Bitdefender MSP
Security Awareness (uSecure)
Acronis Cyber Cloud
BitTitan MigrationWiz
TitanHQ
Symantec Enterprise
For Bitdefender MSP and Acronis Cyber Cloud, a workaround that can be used (if this is not your first order for the product) is to create the tenancy directly in the Vendor portal.
Our Development Team are investigating this one further at highest priority. We apologise for the inconvenience this will be causing, and we will aim to provide a further update as soon as possible.
Kind Regards,
Giacom - Service Desk
January 21, 9:43am GMT
January 21, 9:43am GMT
Good morning,
Thank you for your continued patience on this issue. We have heard back from the Development Team, and a fix has been implemented.
After further testing, orders now seem to be processing successfully and in adequate time.
We will be monitoring this for the time being, however if you are continuing to experience issues, please let us know and we will investigate further.
Kind Regards,
Giacom - Service Desk
January 31, 4:20pm GMT
January 31, 4:20pm GMT
Good afternoon,
After further monitoring, we are confident this issue is now resolved and orders are now processing without issue.
If you find you are continuing to experience issues when placing orders in the Cloud Market, please reach out to the Giacom Service Desk to investigate further.
Kind Regards,
Giacom - Service Desk