How to Escalate a Support Case or Talk to a Support Manager

KB ID: 2320
Product: Veeam Management Pack for System Center;Veeam Backup & Replication;Veeam ONE;Veeam Backup & Replication Cloud Edition;Veeam B&R add-on for Kaseya;Veeam Endpoint Backup;Veeam Cloud Connect;Veeam B&R Plug-in for Labtech;Veeam Endpoint Backup for LabTech;Veeam Agent for Linux;Veeam Backup for Microsoft Office 365;Veeam Agent for Microsoft Windows
Version: all supported versions
Published:
Last Modified: 2018-02-21

Challenge

The Veeam Support Management Team welcomes all feedback, and can assist you with getting a case escalated or reassigned.

Instructions on creating a support case can be found here.

Solution

It is Veeam Support internal policy that all request for remote session or escalation are to be honored. This may be communicated to the Veeam Support engineer currently assigned to the case either in an e-mail message, or during a phone conversation. Please, keep in mind that to satisfy the request for escalation to a higher tier, the current engineer may have to collect more diagnostic information from you. If you have non-technical concerns with the handling of the case, you may also request to talk to a manager. The engineer will communicate your feedback to the Veeam Support Management Team, and manager will contact you.

If you need to get in touch with the Veeam Support Management Team directly, please use the Talk to a Manager section found in the Veeam Customer Portal. Along with your feedback, please provide the number of the case that you would like to discuss and the contacts we can use to reach out to you.
 

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