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.