#1 Global Leader in Data Protection & Ransomware Recovery

How to Contact Veeam Support Management

KB ID: 2320
Published: 2017-07-14
Last Modified: 2023-03-21
mailbox
Get weekly article updates
By subscribing, you are agreeing to have your personal information managed in accordance with the terms of Veeam's Privacy Notice.

Cheers for trusting us with the spot in your mailbox!

Now you’re less likely to miss what’s been brewing in our knowledge base with this weekly digest

error icon

Oops! Something went wrong.

Please try again later.

Contacting Support Management

Veeam prides itself on our phenomenal Support Team and invests heavily in ensuring that the first person you talk to is a highly qualified specialist with the knowledge to investigate and solve your case. We strive to ensure that we continue to provide this level of support and are eager to review any feedback on your Support experience.

Support Management is ready to listen and assist if you have questions, comments, or concerns about a case. Simply reach out using the Talk to a Manager form within the Veeam My Account Portal.

The Support Management team takes all feedback seriously and will work with you to discuss and address your feedback.

talktoamanagerscreenshot
Click to enlarge image

More Information

  • If your case is already closed and you need further assistance with the same issue, please open a new case and mention the old case number.
    Note: Per Veeam Support’s data processing policy, all related logs are purged once a case is closed. If you open a new case referencing a closed case, you will be asked to provide logs so that we may investigate the issue.
  • Veeam Support restricts each case to a single issue to improve case handling and reduce misunderstandings.
  • If you have questions about a response provided by the engineer helping you with your case, we ask that you work with the engineer to address any misunderstandings. Veeam Support Engineers are always prepared to explain troubleshooting steps and the results of their analysis in further detail.
  • While we understand that it can feel repetitive to collect logging for a case more than once, it is crucial to understand that while the UI level error message may not change after a troubleshooting step, details within the log often change. These minute changes in the log files are crucial to helping our Support Engineers understand what impact the troubleshooting step had on the issue and guide the next steps.
  • In some scenarios, support engineers may be limited in their ability to do log analysis on remote sessions. Remote sessions may be limited to collecting relevant information or performing isolation tests to allow for internal review.
  • A case with the relevant third-party vendor may be necessary for issues involving technologies from non-Veeam entities (e.g., VSS, storage performance). While there may be issues where third-party support is needed, Veeam Support will remain available to answer questions from the respective vendor and advise to the extent that Veeam can.
To submit feedback regarding this article, please click this link: Send Article Feedback
To report a typo on this page, highlight the typo with your mouse and press CTRL + Enter.

Spelling error in text

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Thank you!

Thank you!

Your feedback has been received and will be reviewed.

Oops! Something went wrong.

Please try again later.

You have selected too large block!

Please try select less.

KB Feedback/Suggestion

This form is only for KB Feedback/Suggestions, if you need help with the software open a support case

By submitting, you are agreeing to have your personal information managed in accordance with the terms of Veeam's Privacy Notice.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Verify your email to continue your product download
We've sent a verification code to:
  • Incorrect verification code. Please try again.
An email with a verification code was just sent to
Didn't receive the code? Click to resend in sec
Didn't receive the code? Click to resend
Thank you!

Thank you!

Your feedback has been received and will be reviewed.

error icon

Oops! Something went wrong.

Please try again later.