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

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

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

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

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