Carbon Black Cloud License and Tenant Hold FAQ
search cancel

Carbon Black Cloud License and Tenant Hold FAQ

book

Article ID: 385227

calendar_today

Updated On:

Products

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

Issue/Introduction

This article is intended for Carbon Black admins who need assistance applying their license to their Org

Environment

  • Carbon Black Cloud: All Supported Versions

Resolution

Table of Contents

Q: I'm not sure who I talk to for a quote / renewal. Where do I go?

A: See Contact Us

  • Select "Endpoint Security" for Carbon Black Cloud (Endpoint Standard, Enterprise EDR)
  • Select "On-Prem App Control" for Carbon Black App Control
  • Select "On-Prem EDR" for Carbon Black EDR (On-Prem)

Q: I just renewed or purchased Carbon Black Cloud, what happens next?

A: The contract (Ship to) owner will receive several emails:

  1. An email confirming the contract
    • Subject: Broadcom Software delivery for Contract # <Contract number>
    • Email address: [email protected]
  2. If in tenant hold, an email directing the contract owner to complete the SaaS Tenant Hold and Release process
  3. If in tenant hold, another email stating that the contract is on hold until the SaaS Tenant Hold and Release process has been completed
    • Subject: Case#<Case Number> ## Order on Hold - Saas Tenant Selection
    • Email address: [email protected]

Q: I can't login to the Support Portal to complete this process, what do I do?

A: Contact our Global Customer Assistance team.

Q: When does a Carbon Black Cloud order go on Tenant Hold?

A: Depending on your account setup and the type of order, your Carbon Black subscription will follow one of two paths:

Automatically Processed (No Tenant Hold)
Orders are processed automatically, with no hold, in the following situations:

  • Brand-new customers: A new Carbon Black organization (org) is automatically created for you.
  • Customers with only one org: The subscription is automatically added to your single existing org.
  • Standard Renewals: Regular renewals on your existing contract are processed automatically.

Placed on Tenant Hold (Action Required)
Orders are paused and placed on Tenant Hold so you can manually direct them if:

  • You have multiple orgs: You must use the self-service portal to select which specific org should receive the subscription.
  • You purchased an Add-on: Add-ons must be manually placed into an org that already contains the required "Base" product.
  • Renewals processed as "New Orders": If your renewal had to be entered into our system as a new order, it will be treated like a new purchase. If you have multiple orgs, it will go on hold so you can assign it.

Q: I want to have multiple orgs created instead of one. What do I do?

A: Contact our Global Customer Assistance team.

Q: I'm a customer and I want my Org linked to or unlinked from an MSSP, what do I do?

A: See Removing or Adding Customer Orgs to Partners Orgs Using Outsourcer Authorization Form

Q: I'm a Partner and I no longer have a contract with a customer that is linked to my MSSP Org, how do I remove them?

A: See Removing or Adding Customer Orgs to Partners Orgs Using Outsourcer Authorization Form

Q: When do I get access to my new org?

A: Upon successful provisioning, the contract owner will receive an email from [email protected]. This email would have a link to log into the org and create the first super admin.

If an order is on Tenant Hold, the email is sent once the SaaS Tenant Hold and Release process has been completed

Q: Which option should I choose during the SaaS Tenant Hold and Release Process? 

A: You will want to click the "Select Tenant" option during step 5 of the SaaS Tenant Hold and Release process.

Q: How do I know which Tenant to select within the "Select Tenant" Window?

A: Your existing Carbon Black Cloud org is identifiable by looking under the "Tenant Id" column. Carbon Black Cloud Orgs will have their Org Key listed in this column.

Q: I don't see my Org / Org Key under the "Select Tenant" Window, what do I do?

A:  Firstly, do not select "New Tenant". Doing so will create an entirely new Carbon Black Cloud org. Since it is not possible to migrate sensors/policy content from one org to another without reinstallation of every sensor, this is not a good route to take. Instead contact our Global Customer Assistance team. If needed they can ask for help from the Fulfillment Orchestration - CB Order Fulfillment & Provisioning team. 

  • Note that if the previous Carbon Black Cloud subscription is tied to an entirely different account/site ID than the new subscription - the contract must be rebooked under the correct account.

Q: I accidentally selected an existing tenant instead of creating a new one, what do I do?

A: Contact our Global Customer Assistance team and ask that they contact the GTO team to disassociate the subscription from the incorrect tenant. At that point it will go back to Tenant-Hold and the SaaS Tenant Hold and Release process can then be redone.  To remove the accidentally created org, ask that they create a second ticket with the "Fulfillment Orchestration" Case Type under the CB Order Fulfillment & Provisioning Queue".

Q: I accidentally selected "New Tenant" instead of my existing tenant, what do I do?

A: Contact our Global Customer Assistance team and ask that they contact the GTO team to disassociate the subscription from the incorrect tenant. At that point it will go back to Tenant-Hold and the SaaS Tenant Hold and Release process can then be redone.  To remove the accidentally created org, ask that they create a second ticket with the "Fulfillment Orchestration" Case Type under the CB Order Fulfillment & Provisioning Queue".

Powered by Wolken Software