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How to Create a Veeam Support Case

KB ID: 1771
Published: 2013-06-17
Last Modified: 2023-01-19
Languages: BR | DE | IT | FR | ES
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Phone Support
To improve case handling, you must Open a Case via the portal before calling in. The phone system will ask for your case number and use advanced routing to connect you with the engineer handling your case or an appropriate product/feature specialized support engineer.

Purpose

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

Solution

  1. Go to https://my.veeam.com
  2. Sign In with your Veeam Account.
kb1771-en
  1. Expand the Support section in the navigation menu and click Open a case

    Note: The navigation menu may be minimized, requiring that you click a » symbol on the center-left edge to expand it. On mobile, the navigation menu will be moved under a ≡ symbol in the page's top-left corner.
menu option for open a case
  1. Choose a Case Type:
    • Technical product support — 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 — for questions relating to software licensing.
    • General Inquiry — for feedback or issues related to Veeam websites and services, not products.
       
  2. After selecting the case type, fill in the case details.

    Notes:
    • If you know that your company has Paid Products but do not see an option for Paid Products in the "I need support for:" drop-down, you may not have been assigned as a Case Administrator. Review: KB2211: My Account Portal - Role Management FAQ
    • If you purchased Veeam Backup for AWS from the AWS Marketplace, select the option for Veeam Backup for AWS under the Marketplace section. You will be prompted to input the AWS account ID and Product Support ID, click the green question mark ? near the form to see where to find the information to fill those fields.
open a case
  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 Microsoft 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.

 

After creating a case, you may elect to call Veeam phone support. You'll be asked to enter an active case number so your call can be routed to the specialty department for your product/issue.

 

More Information

For more information, please refer to our Support Policy: Vee.am/SupportPolicy
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