Partner support request

Genesys AppFoundry partners can raise a partner support request for any questions related to the AppFoundry partnership within the Partner Portal.

A few examples of requests are as follows:

• Need help with understanding how to list an application on the marketplace.
• Need help with quotes, opportunities, SKU pricing, or discounts.
• Have questions or problems with payments or invoices.
• Update partner contacts, business information, and agreements.

Process for case request or process

To raise a case request or process, perform the following:

1. Log in to your Partner Portal account.
2. In the top right corner, click Support > Partner Support Request. You are redirected to the Partner Support Request page.
   
3. In the top right corner, click New. The New Partner Support Request page appears.
   
4. Enter or choose the required details.
   
5. In the Opportunity field, click the look-up button and search for the related opportunity.
6. In the Subject field, enter a topic, issue, or concern.
7. In the Category Type field, choose a support group, such as Partner Management & Support, Billing & Finance, or Systems & Tools Maintenance, from the drop-down menu.
   
8. In the Sub Category Type field, depending on the support group settled under the Category Type field, select the specific issue or concern that you are reporting from the drop-down menu.
   
9. In the End User Account field, search for the related account or create a new account. 
   
10. In the Case Reason field, select an option from the drop-down menu.
    
11. In the Description field, provide details of the issue or concern.
12. To attach a file, click the Upload File link.
    
13. Click the Submit button. A summary of your request is prompted. 
    
14. Click the Case Number link to access the details of your case.