Only case administrators, license administrators and Support Partners are able to submit support cases. Please check Case administrators' management user guide for managing your environment and Support Partners case management if a Veeam Partner needs to open cases on your behalf. For quicker support, please have your valid Support ID, if calling to open a support case.
This Customer Support Guide details our support services only for Veeam Software Products licensed to You according to Veeam End User License Agreement, contact information and best practices for contacting support to ensure quick responses and issue resolution.
Solution Design and Architecture Review (environmental reviews, configuration design/assistance, as well as planning, design, and implementation of the backup infrastructure) and Product Training are outside the scope of Veeam Support. Please contact your Sales Representative for assistance on such requests. Additional training resources are available at Veeam University.
The Veeam website provides a wealth of information at your fingertips. Refer to the following online resources before you contact Veeam Customer Support.
Veeam R&D Forums |
Exchange information with other Veeam customers and team behind the product; contains product-specific conferences.
Maintained and moderated by product management team. By registering you will receive our Weekly Community Digest, which contains notifications of new patches. Available at no additional charge. |
Customer Portal |
Please log on to Customer Portal to:
|
KNOWLEDGE BASE |
Browse how to articles and search for solutions to common questions at Knowledge Base. |
Technical Documentation |
Review and download the latest Technical Documentation online. |
Veeam R&D Forums |
Get help for your Veeam products and software at Veeam R&D Forums. Exchange information with other Veeam customers and team behind the product; contains product-specific conferences. Maintained and moderated by product management team. By registering you will receive our Weekly Community Digest, which contains notifications of new patches. Available at no additional charge. |
Customer Portal |
Please log on to our Customer Portal to:
|
Knowledge Base |
Browse how to articles and search for solutions to common questions at Knowledge Base. |
Technical Documentation |
Review and download the latest Technical Documentation online. |
United States |
English, Spanish |
Canada |
English, French |
Europe, Middle East, Africa |
English, German, French, Russian, Spanish, Italian |
Asia Pacific | English, Japanese, Chinese (Mandarin) |
Latin America | English, Spanish, Portuguese |
All customers with paid maintenance contract or evaluation license in effect are entitled to contact support via web or phone within the hours specified below in the Business Hours section. Free license customers have support via web or email only on a best effort basis only.
Please note that phone support requires a case be opened on the Customer Portal first in order to route your call to the correct specialist.
EVALUATION SUPPORT | |
Product updates | NA |
Product upgrades | NA |
Technical Support | Phone/web |
BASIC SUPPORT | |
Product updates | Yes |
Product upgrades | Yes |
Technical Support | Phone/web |
PRODUCTION SUPPORT | |
Product updates | Yes |
Product upgrades | Yes |
Technical Support | Phone/web |
PREMIER SUPPORT | |
Product updates | Yes |
Product upgrades | Yes |
Technical Support | Phone/web/SAM |
Service | Evaluation Support | Basic Support | Production Support | Premier Support |
Product updates | NA | Yes | Yes | Yes |
Product upgrades |
NA |
Yes | Yes | Yes |
Technical Support |
Phone/web |
Phone/web | Phone/web | Phone/web/SAM |
Support program | Business hours |
Evaluation | Mon — Fri 8 a.m. — 5 p.m. |
Basic |
Mon — Fri 8 a.m. — 8 p.m. |
Production |
24/7/365 |
Premier | 24/7/365 Support Account Manager available during your local business hours (see Section 5.5) |
Support of FREE/NFR licensed products is provided on a best-effort basis |
Severity levels provide an indication of the urgency of an issue, and help us provide a rapid and effective response. Categorizing severity levels incorrectly hinders the overall case-handling process, and can adversely affect you. When you report an issue, you and the Veeam Support Analyst should discuss and agree upon an appropriate severity level. You have the option to change the severity level of an issue as business conditions change around the impact.
Response goals are intended to provide a target for initial response to an issue or query. We will work a Severity 1 issue around the clock for Production and Premier Support if you have a technical resource available to work with us until:
We do not provide phone support for Community, Free or NFR licensed products. Email support is provided on a best-effort basis depending on staff availability, but there are no response goals or response guarantees for this service. Access to hot fixes, patches and updates requires an active maintenance contract for at least one deployment of the corresponding product. Users without an active maintenance contract receive fixes by downloading periodic generally available product releases.
Similarly, General Inquiry cases regarding feedback for Veeam websites and services do not have SLA’s or Phone Support.
Severity | Description | Target Premier Response SLA | Target Production Response SLA | Target Basic Response SLA |
Primary backup task – backup tasks completed from source production data Secondary backup task – redundant backup tasks of primary backup tasks sent to secondary locations (tape, backup copy, object storage, etc). |
||||
Severity 1 |
Examples: Excessive abnormal terminations impacting all monitoring, backups and schedules or a down/offline production system cannot be restored; application or system failure caused by a Veeam product. |
30 minutes | 1 hour | 2 business hours |
Severity 2 |
Examples: Application response times or system performance are critically slow or primary backup or monitoring tasks are impacted. |
30 minutes | 3 hours | 8 business hours |
Severity 3 |
|
30 minutes | 6 hours | 12 business hours |
Severity 4 |
|
30 minutes | 8 hours | 24 business hours |
Severity 1 |
Description |
Examples: Excessive abnormal terminations impacting all monitoring, backups and schedules or a down/ offline production system cannot be restored; application or system failure caused by Veeam product. |
Target Premier Response SLA |
30 minutes |
Target Production Response SLA |
1 hour |
Target Basic Response SLA |
2 hours |
Severity 2 |
Description |
Examples: Production application response times or system performance are slow, system is available. Some monitoring or backups are impacted. |
Target Premier Response SLA |
30 minutes |
Target Production Response SLA |
3 hours |
Target Basic Response SLA |
8 business hours |
Severity 3 |
Description |
Examples: non-production application response times or system performance are slow, system is available. Some monitoring or backups are impacted. |
Target Premier Response SLA |
30 minutes |
Target Production Response SLA |
6 hours |
Target Basic Response SLA |
12 business hours |
Severity 4 |
Description |
Examples: “How to” questions; the text of a message, or page of documentation is worded poorly or misspelled, General Feedback. |
Target Premier Response SLA |
30 minutes |
Target Production Response SLA |
8 hours |
Target Basic Response SLA |
24 business hours |
Severity |
Target Response SLA | ||||
Premier | Production | Basic | Evaluation | Free/NFR | |
Severity 1 |
30 minutes |
1 hour | 2 business hours | NA | NA |
Severity 2 |
30 minutes |
3 hours | 8 business hours | 8 business hours | Best effort |
Severity 3 |
30 minutes |
6 hours | 12 business hours | 12 business hours | Best effort |
Severity 4 | 30 minutes | 8 hours | 24 business hours | 24 business hours | Best effort |
PREMIER | |
Severity 1 | 30 minutes |
Severity 2 | 30 minutes |
Severity 3 | 30 minutes |
Severity 4 | 30 minutes |
PRODUCTION | |
Severity 1 | 1 hour |
Severity 2 | 3 hours |
Severity 3 | 6 hours |
Severity 4 | 8 hours |
BASIC | |
Severity 1 | 2 business hours |
Severity 2 | 8 business hours |
Severity 3 | 12 business hours |
Severity 4 | 24 business hours |
EVALUATION | |
Severity 1 | NA |
Severity 2 | 8 business hours |
Severity 3 | 12 business hours |
Severity 4 | 24 business hours |
FREE/NFR | |
Severity 1 | NA |
Severity 2 | Best effort |
Severity 3 | Best effort |
Severity 4 | Best effort |
Your organization will need to designate case administrators or other roles who will be responsible for opening cases with Veeam, and receiving maintenance information. They should have the appropriate technical skills and system-level access to work with Veeam Support Engineers in resolving open issues. These support contacts will be your interface to Veeam Support, and should be notified of all issues that surface within your organization. They will escalate issues to Veeam Support as necessary.
Be prepared to provide the following information:
*Support ID provided must match the Support ID currently installed in the product experiencing issues.
Any information you can provide regarding the issue you are experiencing could have a significant impact on how fast the issue is diagnosed and resolved. You will be asked to provide the following information:
In order to access phone support, you must first open an existing case on the Customer Portal as in the method above. This process will give you a case number which you can immediately use to access phone support if desired. This requirement allows us to do advanced routing and get your call to the correct specialist for your issue as well as attempt to reconnect you with an engineer you have previously worked with on this issue. Local and toll free phone options are listed in Contacts below.
If the issue you have reported requires collecting and analyzing diagnostic information, the engineer may request such information from you or collect it during a brief remote session. While the engineer will attempt to gather as much detail as possible, they will not investigate the log files online. To make log analysis efficient, we use log parsing tools and other resources available only internally. Once the engineer receives the required diagnostic information, they will investigate it offline and get back to you.
Phone support is available for Technical and Licensing cases only. General Inquiry cases regarding feedback for Veeam websites and services do not have Phone Support or SLA’s.
Veeam Support provides trained resources to research and resolve issues on a timely basis. While an issue is open, the support team will keep you informed of the resolution status, and will notify you when a reported issue has been resolved. If at any point during the resolution process, you become dissatisfied with the handling of your issue, you may use the Talk to Manager form. This allows us to understand your concerns and make adjustments in resources if necessary.
We will make three attempts, on separate business days, to contact you for updates or information on an open case. If we are unable to make contact with you, we may close the case without your consent. If the issue continues to exist, you may open a new case and reference the old one.
Resolution of a support case can include any of the following actions:
It is beyond the scope of Veeam Support’s responsibility to provide installation, configuration and upgrades of our products. Walkthroughs of installations and upgrades are not supported.
Level of support services provided depends on the lifecycle phase determined for specific version of the product. Current versions of the products are eligible for full support that includes support services and updates/fixes, while support for older versions may be limited. A list of known workarounds or existing fixes and assistance with upgrading to a supported version is available for customers using old or discontinued versions.
The list is updated each time there is a release. For the current list of products and their status please see the Veeam Product Lifecycle Policy.
Our goal is to go beyond quickly solving problems, and actually preventing problems from occurring in the first place.
As a result, stringent quality control procedures are built into the development and release cycle of new products and releases. A typical product goes through multiple test phases — Quality Assurance, Alpha Test, Beta Test and Controlled Release before it is officially released.
Issues sometimes occur with complex software operating in equally complex and demanding environments. Fixes and resolutions are often rolled into the next product release, and others are included as part of the next maintenance release, and most urgent are addressed with a hotfix that can be applied on specific product version. When applicable, we announce the availability of new releases on the web and through email.
Hotfix development is only available to customers who are upgraded to the most recent publicly available build of impacted products.
We will assist you in problem analysis to determine whether the issue is caused by third-party software or hardware. In order to isolate the problem, and if Veeam Support has reason to suspect an issue is related to third-party products, Veeam may ask you to remove third-party software or hardware product.
Support for third party software and hardware must be done by the respective third party vendor, including third party dependencies that Veeam may use.
Features and functionality of Veeam products marked as “Experimental” in Technical Documentation and/or in any release notes (information), and/or in any other articles, bulletins, etc. allow customers access to software features that are still in the early stages of Veeam’s quality control process which have not been thoroughly tested across all scenarios and/or all platform versions. Veeam makes these features available to get early feedback and validation through field testing in different environments.
Veeam will officially support features and functionality marked as “experimental” with the following limitations:
Call the Veeam Technical Support team via a phone number of the country you're based in.
In order to access phone support, you must first open an existing case on the Customer Portal as detailed in Section 5.3 above. This process will give you a case number which you can immediately use to access phone support if desired. This requirement allows us to do advanced routing and get your call to the correct specialist for your issue as well as attempt to reconnect you with an engineer you have previously worked with on this issue.
Only case administrators, license administrators and Support Partners are able to submit support cases. Please check Case administrators' management user guide for managing your environment and Support Partners case management if a Veeam Partner needs to open cases on your behalf. For quicker support, please have your valid Support ID, if calling to open a support case.
This Customer Support Guide details our support services only for Veeam Software Products licensed to You according to Veeam End User License Agreement, contact information and best practices for contacting support to ensure quick responses and issue resolution.
Solution Design and Architecture Review (environmental reviews, configuration design/assistance, as well as planning, design, and implementation of the backup infrastructure) and Product Training are outside the scope of Veeam Support. Please contact your Sales Representative for assistance on such requests. Additional training resources are available at Veeam University.
The Veeam website provides a wealth of information at your fingertips. Refer to the following online resources before you contact Veeam Customer Support.
Veeam R&D Forums |
Exchange information with other Veeam customers and team behind the product; contains product-specific conferences.
Maintained and moderated by product management team. By registering you will receive our Weekly Community Digest, which contains notifications of new patches. Available at no additional charge. |
Customer Portal |
Please log on to Customer Portal to:
|
KNOWLEDGE BASE |
Browse how to articles and search for solutions to common questions at Knowledge Base. |
Technical Documentation |
Review and download the latest Technical Documentation online. |
Veeam R&D Forums |
Get help for your Veeam products and software at Veeam R&D Forums. Exchange information with other Veeam customers and team behind the product; contains product-specific conferences. Maintained and moderated by product management team. By registering you will receive our Weekly Community Digest, which contains notifications of new patches. Available at no additional charge. |
Customer Portal |
Please log on to our Customer Portal to:
|
Knowledge Base |
Browse how to articles and search for solutions to common questions at Knowledge Base. |
Technical Documentation |
Review and download the latest Technical Documentation online. |
All customers with paid maintenance contract or evaluation license in effect are entitled to contact support via web or phone within the hours specified below in the Business Hours section. Free license customers have support via web or email only on a best effort basis only.
Please note that phone support requires a case be opened on the Customer Portal first in order to route your call to the correct specialist.
VCSP Production Support program provides 24/7 software support services and fast response times for critical issues. Production level support is available for all VCSP Partners who follow the following commitments and expectations:
EVALUATION SUPPORT | |
Product updates | NA |
Product upgrades | NA |
Technical Support | Phone/web |
BASIC SUPPORT | |
Product updates | Yes |
Product upgrades | Yes |
Technical Support | Phone/web |
PRODUCTION SUPPORT | |
Product updates | Yes |
Product upgrades | Yes |
Technical Support | Phone/web |
PREMIER SUPPORT | |
Product updates | Yes |
Product upgrades | Yes |
Technical Support | Phone/web/SAM |
Severity levels provide an indication of the urgency of an issue, and help us provide a rapid and effective response. Categorizing severity levels incorrectly hinders the overall case-handling process, and can adversely affect you. When you report an issue, you and the Veeam Support Analyst should discuss and agree upon an appropriate severity level. You have the option to change the severity level of an issue as business conditions change around the impact.
Response goals are intended to provide a target for initial response to an issue or query. We will work a Severity 1 issue around the clock for Production Support if you have a technical resource available to work with us until:
We do not provide phone support for Community, Free or NFR licensed products. Email support is provided on a best-effort basis depending on staff availability, but there are no response goals or response guarantees for this service. Access to hot fixes, patches and updates requires an active maintenance contract for at least one deployment of the corresponding product. Users without an active maintenance contract receive fixes by downloading periodic generally available product releases.
Similarly, General Inquiry cases regarding feedback for Veeam websites and services do not have SLA’s or Phone Support.
Severity 1 |
Description |
Examples: Excessive abnormal terminations impacting all monitoring, backups and schedules or a down/ offline production system cannot be restored; application or system failure caused by Veeam product. |
Target Premier Response SLA |
30 minutes |
Target Production Response SLA |
1 hour |
Target Basic Response SLA |
2 hours |
Severity 2 |
Description |
Examples: Production application response times or system performance are slow, system is available. Some monitoring or backups are impacted. |
Target Premier Response SLA |
30 minutes |
Target Production Response SLA |
3 hours |
Target Basic Response SLA |
8 business hours |
Severity 3 |
Description |
Examples: non-production application response times or system performance are slow, system is available. Some monitoring or backups are impacted. |
Target Premier Response SLA |
30 minutes |
Target Production Response SLA |
6 hours |
Target Basic Response SLA |
12 business hours |
Severity 4 |
Description |
Examples: “How to” questions; the text of a message, or page of documentation is worded poorly or misspelled, General Feedback. |
Target Premier Response SLA |
30 minutes |
Target Production Response SLA |
8 hours |
Target Basic Response SLA |
24 business hours |
PREMIER | |
Severity 1 | 30 minutes |
Severity 2 | 30 minutes |
Severity 3 | 30 minutes |
Severity 4 | 30 minutes |
PRODUCTION | |
Severity 1 | 1 hour |
Severity 2 | 3 hours |
Severity 3 | 6 hours |
Severity 4 | 8 hours |
BASIC | |
Severity 1 | 2 business hours |
Severity 2 | 8 business hours |
Severity 3 | 12 business hours |
Severity 4 | 24 business hours |
EVALUATION | |
Severity 1 | NA |
Severity 2 | 8 business hours |
Severity 3 | 12 business hours |
Severity 4 | 24 business hours |
FREE/NFR | |
Severity 1 | NA |
Severity 2 | Best effort |
Severity 3 | Best effort |
Severity 4 | Best effort |
Severity | Description | Target Production Response SLA | Target Basic Response SLA |
Primary backup task – backup tasks completed from source production data Secondary backup task – redundant backup tasks of primary backup tasks sent to secondary locations (tape, backup copy, object storage, etc). |
|||
Severity 1 |
Examples: Excessive abnormal terminations impacting all monitoring, backups and schedules or a down/offline production system cannot be restored; application or system failure caused by a Veeam product. |
1 hour | 2 business hours |
Severity 2 |
Examples: Application response times or system performance are critically slow or primary backup or monitoring tasks are impacted. |
3 hours | 8 business hours |
Severity 3 |
|
6 hours | 12 business hours |
Severity 4 |
|
8 hours | 24 business hours |
Severity |
Target Response SLA | |||
Production | Basic | Evaluation | Free/NFR | |
Severity 1 | 1 hour | 2 business hours | NA | NA |
Severity 2 | 3 hours | 8 business hours | 8 business hours | Best effort |
Severity 3 | 6 hours | 12 business hours | 12 business hours | Best effort |
Severity 4 | 8 hours | 24 business hours | 24 business hours | Best effort |
Your organization will need to designate case administrators or other roles who will be responsible for opening cases with Veeam, and receiving maintenance information. They should have the appropriate technical skills and system-level access to work with Veeam Support Engineers in resolving open issues. These support contacts will be your interface to Veeam Support, and should be notified of all issues that surface within your organization. They will escalate issues to Veeam Support as necessary.
Be prepared to provide the following information:
*Support ID provided must match the Support ID currently installed in the product experiencing issues.
Any information you can provide regarding the issue you are experiencing could have a significant impact on how fast the issue is diagnosed and resolved. You will be asked to provide the following information:
In order to access phone support, you must first open an existing case on the Customer Portal as in the method above. This process will give you a case number which you can immediately use to access phone support if desired. This requirement allows us to do advanced routing and get your call to the correct specialist for your issue as well as attempt to reconnect you with an engineer you have previously worked with on this issue. Local and toll free phone options are listed in Contacts below.
If the issue you have reported requires collecting and analyzing diagnostic information, the engineer may request such information from you or collect it during a brief remote session. While the engineer will attempt to gather as much detail as possible, they will not investigate the log files online. To make log analysis efficient, we use log parsing tools and other resources available only internally. Once the engineer receives the required diagnostic information, they will investigate it offline and get back to you.
Phone support is available for Technical and Licensing cases only. General Inquiry cases regarding feedback for Veeam websites and services do not have Phone Support or SLA’s.
Veeam Support provides trained resources to research and resolve issues on a timely basis. While an issue is open, the support team will keep you informed of the resolution status, and will notify you when a reported issue has been resolved. If at any point during the resolution process, you become dissatisfied with the handling of your issue, you may use the Talk to Manager form. This allows us to understand your concerns and make adjustments in resources if necessary.
We will make three attempts, on separate business days, to contact you for updates or information on an open case. If we are unable to make contact with you, we may close the case without your consent. If the issue continues to exist, you may open a new case and reference the old one.
Resolution of a support case can include any of the following actions:
It is beyond the scope of Veeam Support’s responsibility to provide installation, configuration and upgrades of our products. Walkthroughs of installations and upgrades are not supported.
Level of support services provided depends on the lifecycle phase determined for specific version of the product. Current versions of the products are eligible for full support that includes support services and updates/fixes, while support for older versions may be limited. A list of known workarounds or existing fixes and assistance with upgrading to a supported version is available for customers using old or discontinued versions.
The list is updated each time there is a release. For the current list of products and their status please see the Veeam Product Lifecycle Policy.
Our goal is to go beyond quickly solving problems, and actually preventing problems from occurring in the first place.
As a result, stringent quality control procedures are built into the development and release cycle of new products and releases. A typical product goes through multiple test phases — Quality Assurance, Alpha Test, Beta Test and Controlled Release before it is officially released.
Issues sometimes occur with complex software operating in equally complex and demanding environments. Fixes and resolutions are often rolled into the next product release, and others are included as part of the next maintenance release, and most urgent are addressed with a hotfix that can be applied on specific product version. When applicable, we announce the availability of new releases on the web and through email.
Hotfix development is only available to customers who are upgraded to the most recent publicly available build of impacted products.
We will assist you in problem analysis to determine whether the issue is caused by third-party software or hardware. In order to isolate the problem, and if Veeam Support has reason to suspect an issue is related to third-party products, Veeam may ask you to remove third-party software or hardware product.
Support for third party software and hardware must be done by the respective third party vendor, including third party dependencies that Veeam may use.
Features and functionality of Veeam products marked as “Experimental” in Technical Documentation and/or in any release notes (information), and/or in any other articles, bulletins, etc. allow customers access to software features that are still in the early stages of Veeam’s quality control process which have not been thoroughly tested across all scenarios and/or all platform versions. Veeam makes these features available to get early feedback and validation through field testing in different environments.
Veeam will officially support features and functionality marked as “experimental” with the following limitations:
Call the Veeam Technical Support team via a phone number of the country you're based in.
In order to access phone support, you must first open an existing case on the Customer Portal as detailed in Section 5.3 above. This process will give you a case number which you can immediately use to access phone support if desired. This requirement allows us to do advanced routing and get your call to the correct specialist for your issue as well as attempt to reconnect you with an engineer you have previously worked with on this issue.
Support Services Plan
Service | Premium | Basic(8am-5pm Local Time) | Evaluation |
Product updates | Yes | Yes | NA |
Product upgrades | Yes | Yes | 30 days |
Root cause Analysis* | Yes | No | NA |
24x7x365 Coverage | Yes | No | NA |
Technical Support | Web | Web | NA |
* For critical incidents
All customer issues reported to Kasten are assigned priority based on criticality and urgency of the issues. The priority of the issue determines the target initial response SLA.
Case Priority | Priority Description | Target Initial Response SLA Target Initial Response SLA | |
Premium(24x7x365) | Basic(8am-5pm Local Time) | ||
P1 | Production system or application is down | 1 hour with priority handling | 2 business hours |
P2 |
Production system or application is severely degraded but not critical or down
|
2 hours with priority handling | 4 business hours |
P3 |
Non-production issue on an operational system
Example - Non Critical Failed Backup |
6 hours | 1 business day |
P4 | General Questions or Inquiry | 1 business day | 2 business days |
Release Cadence:
Bug Fix Policy:
*Note: Security fixes might be prioritized on a case-by-case basis and integrated in incremental maintenance and feature releases of the latest major release of Veeam Kasten.
End of Support Policy:
*Note: Valid support contract is required to receive proper and timely support.