Contact Support

If you experience an issue with the Marketplace Platform or SoftwareOne FinOps for Cloud, you can contact Marketplace Platform Support.

Our support team is available to help you resolve technical problems and answer any questions you may have. This includes, but is not limited to:

• Assistance with account access and configuration issues.

• Help with managing your agreements, subscriptions, and resolving technical issues related to renewals and terminations.

• Questions about your orders, including orders that might not have completed as expected.

• Assistance with ordering products from the Marketplace if you run into issues during the purchasing workflow or can't find what you need.

• Support for issues with FinOps for Cloud, including technical issues with adding a data source, cost explorer issues, and more.

Additionally, SoftwareOne partners can contact Marketplace Platform Support for assistance with any issues related to managing their partner account, ordering and provisioning subscriptions, enrollment, certificates, and more.

For assistance with SoftwareOne services like Cloud Managed Services (Simple and Essentials) or technical issues with cloud subscriptions (AWS, Microsoft 365, Teams, Azure, Dynamics), contact SoftwareOne Services Support.

Describing your issue

When contacting Marketplace Platform Support, provide as much detail as possible to help us understand your issue.

Include relevant context about the problem you are experiencing and share details so we can diagnose the issue quickly. Here are some important points to include in your support request:

• The date and time when the issue started.

• The number of people affected by the issue.

• Your expected outcome.

• If applicable, a screenshot of the error message or the full text. You can also include a screen recording.

Contacting Marketplace Platform Support

Marketplace Platform Support is available Monday to Friday, from 05:30 to 19:30 UTC. You can contact us by email or create a support case.

To send us an email, use this email address: [email protected]

To create a support case:

1. Sign in to your account.

2. Select the Help icon in the header and choose Support.

Support option in the Help menu

1. On the Help and Support page, select Submit a Ticket.

2. Fill out the form according to your issue. Optionally, choose Select files to attach a file to your request. The maximum size is 5 MB.

3. Select Send.

A confirmation message is displayed stating that your ticket has been created. If the Send button is unavailable, make sure you've entered the required information.

We aim to acknowledge all support cases on the same day as they are submitted, within our core business hours. However, the response time may vary during busy periods.

Additional help resources

Our product documentation is available 24/7.

The Getting Started section contains topics to help you understand the platform. Additionally, the Platform FAQs contain answers to the most common support questions.

For platform extensions, such as Adobe VIPM, AWS, and Microsoft CSP, use the left sidebar to access content resources, including tutorials, FAQs, and release notes.

For FinOps for Cloud documentation, see this URL: https://docs.finops.softwareone.com/.