Read the full series:
Ch.1 – Architecture & Requirements
Ch.9 – Volume recovery
Veeam Endpoint Backup FREE as the name implies is a free solution: you can download and install it at no cost. How about support?
Usually free product comes without support at all. We like to do more, even for a free product. Here at Veeam we value customer feedback and moreover it’s one of the main motivation factors to keep making best backup solutions.
Let’s make sure we are on the same page from the very beginning: free product support is provided on best effort basis, which means there is no SLA on responses like with regular support for our paid products. This does not mean your submissions will go nowhere: every single case is still carefully reviewed by our Support, Quality Assurance and Product Management.
Some legal information on Veeam support support can be downloaded by clicking this link and its worth checking out.
If you need help, all the options available to you are conveniently listed in the Support tab of Veeam Endpoint Backup’s Control Panel:
Simply redirects you to the Veeam Help Center where the best user manuals, product guides, release notes and other useful materials are located. The web page is going to be opened in your default web browser (Endpoint Datasheets and Guides). However, sometimes it is easier to…
The one of the hidden gems: just press “F1” while any product’s wizard or control panel page is active, and you will be automatically redirected to the corresponding Online Help Center’s article where you will find the information about the topic you might be interested in.
This option will pop up the Veeam Community Forums (http://forums.veeam.com/veeam-endpoint-backup-f32/) page in your web browser and it’s the best way to submit a feedback regarding the existing functionality, request a new feature or improvement, or simply ask for a help.
As I’ve mentioned before we really care about end user’s feedback, so if you want to get in touch directly with R&D team – this is a right place. Aside from the feedback which we like to receive, you can find thousands of real end users sharing their experience, workarounds, performance metrics and such. Just make sure you use the search engine before posting a new message 😉
With Veeam Endpoint Backup FREE we introduced a new way of providing support for a free product: just click the Technical support button and fill the case directly from the Endpoint’s user interface. Give us your email address and a short description the problem and hit Submit Case – and our support team will receive a case with the required debug logs attached.
When reporting an issue for the first time, the email address must be register at the customer care portal and you should verify the email address, so click the “Register” link and once the automated email appears in your mailbox – confirm the registration. If our support engineers need to get more info, or provide you with a fix – they will use this email address to reach out to you. But, don’t forget there are no response time goals (or response guarantees) with this free service.
Even Veeam Endpoint Backup is a free solution, it comes with issue reporting functionality built-in, which allows you to ask for a help directly from our support department and absolutely at no cost, and get a response back based on their availability. Besides, always available to you are our extensive Online Help, and an extremely active Community Forum with the Product Management team and other users, ready to help you in the time of need!
Read the next chapter:
- Ch.13 – Working with exclusions