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Cannot get Priority Support even after registration

baranovsky
Beginner
2,136 Views

I’ve purchased and registered “Intel® oneAPI Base & HPC Toolkit (Single-Node)”.

But when I try to submit a support request through the following web page, I'me told that I don't have access to the Priority Support.

How can I resolve the issue?

https://supporttickets.intel.com/supportrequest?lang=en-US

 

Thank you in advance for your help!

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1 Solution
ArpanB_Intel
Moderator
2,112 Views

Shoeji, in general, in order to receive Priority Support, users will have to purchase and register a supported version of Intel® oneAPI Toolkit. If users have Priority Support for one or more Intel® oneAPI Toolkit, Intel® Parallel Studio XE or Intel® System Studio, only then they are entitled to submit a ticket in the Online Service Center. We checked your email address for licenses in our database. 


We found the license you have purchased that entitles you for Priority Support for 12 months. However, the start date of support is> Feb 18 2022 till 2/18/2023. Thus, you are unable to raise a Priority Support ticket now.


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7 Replies
ArpanB_Intel
Moderator
2,127 Views

Hi Shoeji, could you manually choose the product from the list?


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baranovsky
Beginner
2,118 Views

I selected products using "Choose from a list", but the issue was not resolved.

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ArpanB_Intel
Moderator
2,113 Views

Shoeji, in general, in order to receive Priority Support, users will have to purchase and register a supported version of Intel® oneAPI Toolkit. If users have Priority Support for one or more Intel® oneAPI Toolkit, Intel® Parallel Studio XE or Intel® System Studio, only then they are entitled to submit a ticket in the Online Service Center. We checked your email address for licenses in our database. 


We found the license you have purchased that entitles you for Priority Support for 12 months. However, the start date of support is> Feb 18 2022 till 2/18/2023. Thus, you are unable to raise a Priority Support ticket now.


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baranovsky
Beginner
2,103 Views

Thank you ArpanB.
Is it possible to change the start date to earlier date?
(It is, of course, okay for the expiration date to get earlier.)

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ArpanB_Intel
Moderator
2,095 Views

Shoeji, it would be a call for the resellers to make.


Please contact the resellers through whom you had processed the purchase and provide them the details of your issue and the purchase documents. They would then take a decision on changing the support date of the license. You could also find the contact information of your nearest resellers by clicking here: https://www.intel.com/content/www/us/en/developer/tools/resellers.html


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baranovsky
Beginner
2,091 Views

I will contact my reseller for that.

Thank you for your support!

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ArpanB_Intel
Moderator
2,082 Views

Shoeji, thank you for accepting our solution. We are glad that we were able to help you.


If you have any additional queries, please post a new question as this thread will no longer be monitored by Intel®.


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