Carbon Black Cloud: How To Request That Existing Customer Is Linked to Partner Org
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Carbon Black Cloud: How To Request That Existing Customer Is Linked to Partner Org

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Article ID: 284863

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Updated On:

Products

Carbon Black Cloud Endpoint Standard (formerly Cb Defense) Carbon Black Cloud Enterprise EDR (formerly Cb Threathunter)

Issue/Introduction

How to request that customer's org is associated with Partner org on Carbon Black Cloud backend after signing service agreement with an existing customer of VMware Carbon Black.

Environment

  • Carbon Black Cloud: All Versions
    • Endpoint Standard (formerly CB Defense)
    • Audit and Remediation (formerly CB LiveOps)
    • Enterprise EDR (formerly CB ThreatHunter)
  • Existing customer of VMware Carbon Black
  • Monitoring Partner
  • Supporting Partner

Resolution

  • The customer will need to open a Support Case with Outsourcer Authorization Form fully filled out and signed.
  • For security reasons we're unable to accept the form from a Partner.
  • Even if only one Carbon Black Product is in use please fill out the "Carbon Black Product(s) the above authorization applies to:"
  • Line 1a, Allows the addition of a 'Monitoring' partner.
  • Line 1b, gives that partner mentioned in line 1a access to your CBC console. 

Additional Information

  • Dell customers or MSSP’s that have customers with VMware CB purchased through Dell will need to reach out to Dell for Support
  • Request must be submitted by the customer and not the partner
  • Both "wet" (print > sign > scan/photograph) and electronic signatures are accepted
  • It may take several days for VMware Carbon Black to verify and fulfill the request
  • If signing agreement with a new customer who does not yet have a Carbon Black Cloud org, follow normal process to fulfill order
  • When requesting to add Supporting Partner (MSSP) - box 4 -  all support will be through the partner and partner will open cases on the account's behalf as needed.  Support will not be provided directly to the account.
  • For more information on partnering with Carbon Black, see Carbon Black Partner Program or contact your Partner Sales Specialist