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How to create a case with Veeam Support 

KB ID: 1771
Product: Veeam Backup for Microsoft Office 365, Veeam Agent for Microsoft Windows, Veeam ONE, Veeam Backup & Replication, Veeam Management Pack for Microsoft System Center, Veeam Cloud Connect
Version: all
Published: 2013-06-17
Last Modified: 2021-06-18
Languages: BR | DE | IT | FR | ES

Purpose

This article documents how to create a case with Veeam Support.

Solution

  1. Go to https://my.veeam.com
  2. Enter your credentials and click Sign In.
kb1771-en
  1. Click on the "Open Case" button in the menu on the left side.
menu option for open a case
  1. Choose a Case Type:
    • Technical product support is for Break-fix issues or any technical questions related to Veeam products.
      Note: You must be a Case Administrator to open a Technical product support case.
    • Licensing is for questions relating to software licensing.
    • General Inquiry is for feedback or issues related to Veeam websites and services, not products.
       
  2. After selecting the case type, fill in the case details.
kb1771-2-en
  1. On the next page, you will be asked to add attachments to your case.
    For Technical product support cases It is imperative that you provide logs when creating a case so that Veeam Support may best assist you.
    • Select the bucket relative to your region.
    • For Technical support cases relating to Veeam Backup & Replication, please review this article for details on how to collect logs: https://www.veeam.com/kb1832
    • For cases related to Veeam Agent for Windows, please review this article for details on how to collect logs: https://www.veeam.com/kb2404
       
  2. On the last page of case creation, you will have an opportunity to review all details provided and add specific contact details. If you have a direct phone number a Veeam Support engineer should call you at, add it at this point.
 

More information

For more information, please refer to our Support Policy: Vee.am/SupportPolicy
KB ID: 1771
Product: Veeam Backup for Microsoft Office 365, Veeam Agent for Microsoft Windows, Veeam ONE, Veeam Backup & Replication, Veeam Management Pack for Microsoft System Center, Veeam Cloud Connect
Version: all
Published: 2013-06-17
Last Modified: 2021-06-18
Languages: BR | DE | IT | FR | ES
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