Support Portal Administrator Management Guide

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 can 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 they cannot manage your existing licenses.

• Case Administrators can open, update and close support cases for the licenses assigned to them.
• Case Administrators can also manage cases created by the License Administrator and other Case Administrators.
• Case Administrators belonging to the same account can view your licenses but cannot manage them. 
• Case Administrators cannot view and manage other Case Administrators.

To manage Case Administrators for your company's support contracts, you must be logged in as the License Administrator. Once logged in to the Veeam Customer Portal as the License Administrator,  you can access the "Case administrators" section.

Note: If the link for Case Administrator Management does not load, this means you are not presently a License Administrator for any contracts.

1. Open the [Create administrators] page
2. Click [CREATE CASE ADMINISTRATOR]
3. Specify the Business email of the person you wish to add as a Case Administrator
   If the email provided is associated with an existing portal account, the Name and Company will be prefilled. If there is no portal account associated with the provided email, you must provide a name and company name.
4. After verifying the information, click [Next]
5. Select the Support contracts which will be assigned to the new Case Administrator.
6. Click [Save] to complete the process.