{"id":13991,"date":"2023-11-06T05:23:37","date_gmt":"2023-11-06T11:23:37","guid":{"rendered":"https:\/\/docs.iotconnect.io\/partnerprogram\/?page_id=13991"},"modified":"2024-01-29T05:59:02","modified_gmt":"2024-01-29T11:59:02","slug":"help-support","status":"publish","type":"page","link":"https:\/\/docs.iotconnect.io\/partnerprogram\/faqs\/partner-program\/help-support\/","title":{"rendered":"Help &#038; Support"},"content":{"rendered":"<div class=\"display-faq-section margin-30\">\n<div class=\"collapsible-panels theme-faq-cat-pg\">\n<h4 class=\"title-faq-cat\" style=\"font-weight:600;text-transform:none;font-size:19px;\"><a href=\"#\">What are service hours in Avnet\u2019s IoT Partner Program? What is the difference between consumed hours and available hours?<\/a><\/h4>\n<div class=\"entry-content clearfix\" style=\"display: none;\">\n<p>Based on the support package you choose, there are certain service hours allocated to you. These hours are used by the support team to resolve any tickets raised by you. Consumed hours are the total sum of hours used for the resolution of your support tickets while the balance is deemed as available service hours.<\/p>\n<\/div>\n<\/div>\n<div class=\"collapsible-panels theme-faq-cat-pg\">\n<h4 class=\"title-faq-cat\" style=\"font-weight:600;text-transform:none;font-size:19px;\"><a href=\"#\">How can I connect with my account manager?<\/a><\/h4>\n<div class=\"entry-content clearfix\" style=\"display: none;\">\n<p>To connect with your account manager, go to the Help and Support section. You can find details of your account manager including name, e-mail id and contact number.<\/p>\n<\/div>\n<\/div>\n<div class=\"collapsible-panels theme-faq-cat-pg\">\n<h4 class=\"title-faq-cat\" style=\"font-weight:600;text-transform:none;font-size:19px;\"><a href=\"#\">How can I track the progress of my support ticket?<\/a><\/h4>\n<div class=\"entry-content clearfix\" style=\"display: none;\">\n<p>To track the progress of your ticket:<\/p>\n<ul>\n<li>Go to the Help and Support section in the portal.<\/li>\n<li>Click on the view tickets button.<\/li>\n<li>Search for your ticket in the list.<\/li>\n<li>Click on the view icon to view details.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<\/div>\n<\/div>\n<div class=\"collapsible-panels theme-faq-cat-pg\">\n<h4 class=\"title-faq-cat\" style=\"font-weight:600;text-transform:none;font-size:19px;\"><a href=\"#\">How can I raise a support ticket?<\/a><\/h4>\n<div class=\"entry-content clearfix\" style=\"display: none;\">\n<p>To raise a support ticket, you need to go to the Help and Support section in the portal and then click on create tickets button.<\/p>\n<\/div>\n<\/div>\n<div class=\"collapsible-panels theme-faq-cat-pg\">\n<h4 class=\"title-faq-cat\" style=\"font-weight:600;text-transform:none;font-size:19px;\"><a href=\"#\">How long will it take to resolve my ticket?<\/a><\/h4>\n<div class=\"entry-content clearfix\" style=\"display: none;\">\n<p>The time duration needed to resolve the ticket depends on the type of the issue. We will try to resolve your issue as soon as possible.<\/p>\n<\/div>\n<\/div>\n<div class=\"collapsible-panels theme-faq-cat-pg\">\n<h4 class=\"title-faq-cat\" style=\"font-weight:600;text-transform:none;font-size:19px;\"><a href=\"#\">How do I create ticket for any issues with my sandbox?<\/a><\/h4>\n<div class=\"entry-content clearfix\" style=\"display: none;\">\n<p>Click help and support tab from the dashboard. Here you will get an option to create tickets. Read more to know about <a href=\"https:\/\/docs.iotconnect.io\/partnerprogram\/partner-program-user-guides\/help-and-support\/\" target=\"_blank\" rel=\"noopener noreferrer\">ticket management<\/a> here.<\/p>\n<\/div>\n<\/div>\n<div class=\"collapsible-panels theme-faq-cat-pg\">\n<h4 class=\"title-faq-cat\" style=\"font-weight:600;text-transform:none;font-size:19px;\"><a href=\"#\">Where can I find more information on connecting device with platform?<\/a><\/h4>\n<div class=\"entry-content clearfix\" style=\"display: none;\">\n<p>To get detailed information on how to add, delete, view and manage devices<\/p>\n<\/div>\n<\/div>\n<div class=\"collapsible-panels theme-faq-cat-pg\">\n<h4 class=\"title-faq-cat\" style=\"font-weight:600;text-transform:none;font-size:19px;\"><a href=\"#\">What if my application is rejected? Can I resubmit the application?<\/a><\/h4>\n<div class=\"entry-content clearfix\" style=\"display: none;\">\n<p>While reviewing the application, if we find that the information provided is not sufficient, we will send you an email asking for more information instead of rejecting the application.<\/p>\n<\/div>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>What are service hours in Avnet\u2019s IoT Partner Program? What is the difference between consumed hours and available hours? Based on the support package you choose, there are certain service hours allocated to you. These hours are used by the support team to resolve any tickets raised by you. Consumed hours are the total sum [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":13986,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"template-page-full-width-faqs.php","meta":{"_bbp_topic_count":0,"_bbp_reply_count":0,"_bbp_total_topic_count":0,"_bbp_total_reply_count":0,"_bbp_voice_count":0,"_bbp_anonymous_reply_count":0,"_bbp_topic_count_hidden":0,"_bbp_reply_count_hidden":0,"_bbp_forum_subforum_count":0},"acf":[],"_links":{"self":[{"href":"https:\/\/docs.iotconnect.io\/partnerprogram\/wp-json\/wp\/v2\/pages\/13991"}],"collection":[{"href":"https:\/\/docs.iotconnect.io\/partnerprogram\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/docs.iotconnect.io\/partnerprogram\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/docs.iotconnect.io\/partnerprogram\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/docs.iotconnect.io\/partnerprogram\/wp-json\/wp\/v2\/comments?post=13991"}],"version-history":[{"count":4,"href":"https:\/\/docs.iotconnect.io\/partnerprogram\/wp-json\/wp\/v2\/pages\/13991\/revisions"}],"predecessor-version":[{"id":14187,"href":"https:\/\/docs.iotconnect.io\/partnerprogram\/wp-json\/wp\/v2\/pages\/13991\/revisions\/14187"}],"up":[{"embeddable":true,"href":"https:\/\/docs.iotconnect.io\/partnerprogram\/wp-json\/wp\/v2\/pages\/13986"}],"wp:attachment":[{"href":"https:\/\/docs.iotconnect.io\/partnerprogram\/wp-json\/wp\/v2\/media?parent=13991"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}