Getting Post Sales Support in Xvantage™ FAQ

Overview:

This FAQ explains how to get post-sales support in Xvantage™, including returns and claims, cloud billing inquiries, technical support contacts, and commission-related questions.

Before submitting a support request, review the FAQs below or visit our FAQ page to determine whether the information you need is already available. If you still require assistance, submit a support request through the Contact Us page. Our team will respond within two business days.

Returns & Claims: RMA status, Return Requests, Incorrect Invoices (Hardware)
1. After opening an incident report, what is the response time?
2. Does opening an incident report mean the request is approved?
3. Can I track the status of an incident in real time?
4. Can Inside Sales create a customer service request?
Cloud Services: Incorrect invoices, missing invoices (Cloud)
1. How do I get support for Cloud billing and invoicing inquiries?
2. What is the deadline for cancelling a Cloud service invoice?
3. Who should I contact regarding Marketplace invoices?
4. How can I contact Cloud Technical Support?
Others: Commissions Support and Commissions Portal Inquiries
1. I do not have access to the commissions portal. How do I log in for the first time?
2. How can I view my commissions in the new portal?
3. When will my commission be released?

1. Returns & Claims: RMA status, Return Requests, Incorrect Invoices (Hardware)

Question #1: After opening an incident report, what is the response time?

Answer: Once a case is submitted with all required information and supporting documentation, a case number will be sent to the requester's email address within 48 hours. This confirms that the request has been received and is under review by a Customer Service Analyst.

Question #2: Does opening an incident report mean the request is approved?

Answer: No. Submitting a case does not automatically authorize the request. A Customer Service Analyst will evaluate the case according to applicable policies and legal requirements before approving or rejecting it.

Question #3: Can I track the status of an incident in real time?

Answer: Real-time status tracking is not available. However, email notifications are sent whenever the case status changes. Be sure to monitor messages received from the PIPEFY.COM email domain.

Question #4: Can Inside Sales create a customer service request?

Answer: Yes. Contact your sales representative to discuss your request.

For defective products, order cancellations, shipping errors, damaged goods, or lost items, refer to the RMA - Returns and Lost Items FAQ. For additional assistance, submit a request through the Returns and RMA support channel.

2. Cloud Services: Incorrect invoices, missing invoices (Cloud)

Question #1: How do I get support for Cloud billing and invoicing inquiries?

Answer: Submit a support ticket for questions related to invoices, payment slips, rebilling, refunds, cancellations, or billing cycle changes for cloud services.

Question #2: What is the deadline for cancelling a Cloud service invoice?

Answer: To request cancellation outside the mandatory 24-hour cancellation period, submit your request within seven days of the contract signing date. Please note that the service must not have been activated.

Question #3: Who should I contact regarding Marketplace invoices?

Answer: If you have questions about invoices issued through Marketplace services, submit a support request through the Contact Us page. Marketplace billing can sometimes involve different providers for purchasing and service delivery.

Question #4: How can I contact Cloud Technical Support?

Answer: For information about Cloud Marketplace, billing cycles, and other common topics, review the Cloud Marketplace FAQ first.

If you need further assistance, contact the 24/7 Marketplace Technical Support Team by email at imcloudservicedesk.pt@cloud.im or by phone at 0800 892 1302.

3. Others: Commissions Support and Commissions Portal Inquiries

Question #1: I do not have access to the commissions portal. How do I log in for the first time?

Answer: Use the commissions portal and sign in with the same credentials you use for Xvantage™:

https://www.ingrammicro.com.br/partnerportal/novo/login

Important: Do not copy and paste your credentials, as extra spaces may be added unintentionally. Enter your username and password manually.

Question #2: How can I view my commissions in the new portal?

Answer: The new commissions portal provides full and up-to-date access to the new system:

Detailed information for each order
Real-time commission status
End-to-end visibility throughout the commission process

If you cannot access the portal, contact us.

Question #3: When will my commission be released?

Answer: Commissions are released within two business days after payment from the end customer has been confirmed.

You can track commission status through the portal or contact Customer Service Billing for assistance. For additional information, refer to the Dealer Commissions FAQ. To request for Commissions Support, Contact Us here.