Please be advised that all the partner's customer inquiries and escalations go to the SSB department for immediate action.
The Support Team is not allowed to assist any Access UBS-related inquiries from a partner's customer EXCEPT the following:
Access UBS License-related inquiries only
What can our Partners' Customers do next?
The Partner's customer is to reach out to the assigned partner/reseller to report the issue
The Support consultant is to provide the contact details to the customer
The Partner's customer may report back to the support team if there is no reply from the partner/reseller within 1 day (24 hours) with the issue details and attachments.
The partner's customer is to provide the correct contact details to the support consultant
What does the Support Consultant do next?
The Support team will further action the inquiry by escalating directly to the SSB department, including all issue details and attachments.
SSB Team will then look into this matter and contact the partner to further look into this case and take the necessary actions.