The Case Administrator role allows a company to assign individuals who they wish to allow the ability to create and manage cases for the company's support contracts.
Customers can now assign individuals who may manage support tickets on behalf of their company – Case Administrators. By adding a Case Administrator, you invite an employee of your company, a reseller, or a third-party contractor to join you in managing your cases with the Veeam Support Team. Please note that Case Administrators can open cases but cannot manage your existing licenses.
You must be logged in as the License Administrator to manage Case Administrators for your company's support contracts. Once logged in to the Veeam My Account Portal as the License Administrator, you can access the "Case administrators" section.
Note: The Case administrators section will only be visible when logged in as the License Administrator.
Use the arrow to switch between the slides below to see screenshots for these steps.
The License Administrator can only assign the Case Administrator role for a given Support ID. Contact the License Administrator directly and request that they designate you as a Case Administrator.
Review the How to Determine License Administrator section below for assistance in determining who the License Administrator is.
There are two options:
To unassign a Case Administrator from a specific Support ID:
To view the Production Licenses and identify what email is assigned as the License Administrator, please click here: https://my.veeam.com/#/licenses/production
It is also possible to see the License Administrator information in the License Information panel inside Veeam Backup & Replication.
|Feature / Function||Case Administrator||License Administrator|
|Assign Case Administrator Role|
|Product License Management|
|View Product Licenses|
|Download Product Licenses|
|Merge Product Licenses|
As documented within the Veeam Cloud Service Provider Program Guide (pg 5 and 11):
Deployments can be either single tenant or multi-tenant and there is no specific requirement on types of services that must be offered, with exception of [the VCSP partner] providing product support to [their] end customers.
VCSP licensing is intended to equip the VCSP partner to deliver hosting, cloud or managed services to its customer(s). VCSP licensing is not intended as an alternative to Veeam end customer licenses or as a way for customers to use Veeam products on a monthly basis.
As part of their relationship with Veeam, VCSP partners are afforded access to certain benefits — such as technical support and certain promotional offers — that are not extended to VCSP customers.
This means that a VCSP Partner is not allowed to assign their customer(s) as a Case Administrator. The Technical Support contract associated with the VCSP Partner's licenses only entitles the VCSP Partner themself access to Veeam Support.
This form is only for KB Feedback/Suggestions, if you need help with the software open a support case