Contact support

Learn how to get in touch with Marketplace Platform Support.

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

Our team can assist with:

• Account access and configuration issues.

• Managing agreements, subscriptions, renewals, and terminations.

• Questions about your orders, including orders that could not be completed as expected.

SoftwareOne partners can also contact us for help with account management, subscription ordering and provisioning, enrollment, certificates, and more.

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

Describe your issue

When contacting us, we recommend that you provide as much detail as possible, including:

• The date and time when the issue started.

• The number of people affected by the issue.

• Your expected outcome.

• A screenshot or screen recording of the error message.

Contact Marketplace Platform Support

Marketplace Platform Support is available Monday to Friday, from 05:30 to 19:30 UTC.

To create a support case:

1. Sign in to your account.

2. Select the help icon in the header, then select Need help.

3. In the guided Add case flow:

   1. If you are prompted to select an issue, select Platform support, then select Next. If the flow opens at Help resources, review the suggested help resources. If you still need assistance, select Next.

   2. Enter a description of your issue, then select Add.

Your case is submitted to Marketplace Platform Support. You can view and track your case on the Cases page.

Alternatively, you can contact Marketplace Platform Support by email at [e-mail].

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.