Carbon Black Cloud License and Tenant Hold FAQ

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

• General:
  • Q: I just renewed or purchased Carbon Black Cloud, what happens next?
  • Q: I can't login to the Support Portal to complete this process, what do I do?
  • Q: I'm a customer and I want my Org linked to or unlinked from an MSSP, what do I do?
  • 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?
• New Org (Never had a Carbon Black Cloud org, or have requested a new one)
  • Q: Which option should I choose during the SaaS Tenant Hold and Release Process? 
  • Q: When do I get access to my new org?
  • Q: I accidentally selected an existing tenant instead of creating a new one, what do I do?
• Existing Org (Renewals)
  • Q: Which option should I choose during the SaaS Tenant Hold and Release Process? 
  • Q: How do I know which Tenant to select within the "Select Tenant" Window?
  • Q: I don't see my Org / Org Key under the "Select Tenant" Window, what do I do?
  • Q: I accidentally selected "New Tenant" instead of my existing tenant, what do I do?

General:

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: [e-mail]
2. If in tenant hold, an email directing the contract owner to complete the SaaS Tenant Hold and Release process
   • Subject: Multi-Tenant Action Required <Date>
   • Email address: [e-mail]
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: [e-mail]

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

A: An Outsourcer Authorization Form will need to be completed.

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: An Outsourcer Authorization Form will need to be completed.

New Org (Never had a Carbon Black Cloud org, or have requested a new one)

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

A: If you're getting an org for the first time or have requested a new one - you will want to click the "New Tenant" option during step 5 of the SaaS Tenant Hold and Release process.

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

A: After the SaaS Tenant Hold and Release process has been completed, the contract owner will receive an email from [e-mail]. In this email is a link to log into the org and create the first super admin.

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 create a GTO ticket 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.  If GCA has any concerns, please direct them to the "Fulfillment Orchestration" Case Type - CB Order Fulfillment & Provisioning Queue".

Existing Org (Renewals)

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 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 "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".