Veeam Support Knowledge Base
Veeam Cloud Service Provider Case Administrator FAQ

Veeam Cloud Service Provider Case Administrator FAQ

KB ID:	4461
Published:	2023-06-26
Last Modified:	2024-01-10

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Intended Audience

This article contains information that is relevant to Veeam Cloud Service Providers.

If you are not a Veeam Cloud Service Provider, please review the following:
KB2211: My Account Portal - Role Management FAQ

Frequently Asked Questions

What is a Case Administrator?

A Veeam Cloud Service Provider can assign the role of Case Administrator to their employees, allowing them to create and manage cases on behalf of the company.

What is a License Administrator?

The License Administrator role is assigned to a single Veeam My Account Portal account and can renew the licenses, manage cases associated with those licenses, and assign Case Administrators.

This role can only be reassigned by Veeam. For more information, see the "How do I change the License Administrator?" entry below.

What can a Case Administrator do?

Case Administrators can open, update, and close support cases for their assigned licenses.
Case Administrators can also manage cases created by the License Administrator and other Case Administrators.
Case Administrators can view other licenses owned by the company but cannot manage them.
Case Administrators cannot view and manage other Case Administrators.

Who can I assign as a Case Administrator?

A Veeam Cloud Service Provider is only permitted to assign the Case Administrator role to employees and contractors working on behalf of the Service Provider.

As documented within the Veeam Cloud Service Provider Program Guide:

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.

Can I add my rental customer as a Case Admin so they can open their own cases?

No, the support contract associated with your license only entitles you the VCSP Partner access to Veeam Support.

As documented within the Veeam Cloud Service Provider Program Guide:

Tip

All Case Administrators assigned to a Support ID can see all cases open or closed associated with that Support ID. If a VCSP assigned an end user the Case Administrator role, not only would that violate the partner program terms, but it would also allow that end user to see cases created by the VCSP for other customers.

After I've opened a case, can Veeam Support work with my customer directly?

No, only you, the VCSP Partner, are afforded the benefit of access to Veeam Support.

As documented within the Veeam Cloud Service Provider Program Guide:

How do I assign a Case Administrator?

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.

Case Administrator Creation

Open the [Create administrators] page
Click [CREATE CASE ADMINISTRATOR]
Enter the email address of the VCSP employee or associated contractor you wish to add as a Case Administrator.
If the email provided is associated with an existing Veeam Account, their Name and Company will be prefilled; otherwise, you'll need to enter their name and company name.

As noted in a previous FAQ entry, as a VCSP, you may not assign the role of Case Administrator to your customers. Doing so violates the Veeam Cloud Service Provider program and would also allow that customer to view all existing and previous support cases created by you for other customers.

^{As documented in KB4411, attempting to assign the Case Administrator role to the email address belonging to the License Administrator will result in the error "Unfortunately this action can't be completed because of data mismatch."}
After verifying the information, click [Next]
Select the Support contracts which will be assigned to the new Case Administrator.
Click [Save] to complete the process.

Use the arrow to switch between the slides below to see screenshots for these steps.

Case Administrator creation completed page.

This is an example of the email the new Case Administrator will receive.

What is the maximum number of Case Administrators I can assign?

There is a limit of 80 Case Administrators per Support ID.

How do I remove a Case Administrator?

There are two options:

Unassign the Case Administrator from a specific Support Contract
Remove the Case Administrator entirely

To unassign a Case Administrator from a specific Support ID:

Go to the Case administrators page.
In the "License view," click the X next to the Case Administrator's entry under the specific Support ID#.

To remove a Case Administrator entirely, switch to the Case Administrator View and click the Delete administrator.
Note: This option is unavailable if the user is the License Administrator.

How do I determine who has the License Administrator role?

Locate the contract in the 'Rental Agreement' section of the Pulse Portal. After clicking on the contract number, hover over the 'License Contact' name to view the email associated with the License Administrator.

How do I change the License Administrator?

If you have lost access to the License Administrator account or want to change who is assigned as the License Administrator, please create a licensing case.

When requesting a License Administrator change, please include the email of the new License Administrator.

More Information

Feature / Function	Case Administrator	License Administrator
Role Management
Assign Case Administrator Role
Case Management
View Cases
Create Cases
Product License Management
View Product Licenses
Download Product Licenses
Merge Product Licenses

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