How to create a case with Veeam Support 

KB ID: 1771
Product: Veeam Backup for Microsoft 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: 2021-12-29
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. 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 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 that 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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