Veeam Licensing Policy

This licensing policy defines specific licensing rules and conditions for Veeam® products. The use of Veeam products is subject to the End User's compliance with the End User License Agreement (“EULA”). Veeam products may be referred to as “Software” within this licensing policy.

1. Definitions

1.1. Customer

A “Customer” is defined as the End User of the Software.

1.2. License Administrator

“License Administrator” is a natural person associated with and recorded in the Veeam License Key representing the End User (per EULA) with the authority to request changes to the Veeam Product License. The End User is responsible for providing correct contact information about the License Administrator and keep it up to date. The End User is required to submit any changes to License Administrator data to Customer support service via the Customer portal (https://my.veeam.com).

1.3. Veeam License Key

A "Veeam Product License” or “Veeam License Key” or “License Key” is a transaction document that defines the scope of the license, eligible Licensed Units and options, as well as license terms references, such as License ID and Support ID. A Veeam License Key is typically required to enable functionality of the Software. Please refer to technical documentation for product license installation help. The Veeam License Key defines the maximum number of Licensed Units for the Software to consume or process from all objects of the connected End User environment.

1.4. Licensed Object

Referring to the table below, a “Licensed Object” is an element of the connected End User environment (ex. VM, host, User) that is consumed and counted by Veeam as a product towards the maximum number of Licensed Units. Licensed Objects are associated with Licensed Units by the Software. Some Software allows for revoking of Licensed Units from Licensed Objects and reapplying them to other Licensed Objects. For example, you can revoke the license from some hosts or VMs and assign it to other hosts or VMs. Here is a table of Licensed Objects.

Licensed Object	Description
CPU Socket	An occupied motherboard CPU socket on hosts with virtual machines (VMs) to be backed up, replicated, monitored or reported on. A license is required for each occupied motherboard socket, as reported by the hypervisor API. Only source hosts are licensed — hosts on which VMs that you back up or replicate reside. Target hosts (for replication and migration jobs) do not need to be licensed. Each cluster node must be covered by a license.
Protected workload	A workload — that had at least one restore point created by Veeam (or a partner) solution in the past 31 days, in a form of a backup or a workload’s native snapshot. A workload is a computer (physical, virtual or cloud), an application (on-premises or Software as a Service [SaaS]), an unstructured data (files or objects) or any data source that a Veeam (or partner) solution protects or manages.
VM	A protected VMware ESX, Microsoft Hyper-V or Nutanix AHV VM that is backed up, replicated, copied, monitored or otherwise consumed by the software.
Server	A physical or virtual host, where the software is installed with “Server” product functionality enabled.
Workstation	A physical or virtual host, where the software is installed with “Workstation” product functionality enabled.
User	A User account in all organizations, as reported by the management software.

1.5. Licensed Unit

Veeam uses Licensed Units to define the maximum capacity of Licensed Objects that the software product will process. The following table describes the Licensed Units.

Licensed Unit	Description
CPU Socket	An occupied motherboard CPU socket on hosts with virtual machines (VMs) to be backed up, replicated, monitored or reported on. A license is required for each occupied motherboard socket, as reported by the hypervisor API. Only source hosts are licensed — hosts on which VMs that you back up or replicate reside. Target hosts (for replication and migration jobs) do not need to be licensed.
VM	A protected VM that is backed up, replicated, copied or otherwise consumed by the software.
Server	A physical or virtual host, where the software is installed. Each node of the clustered setup needs to be licensed separately.
Workstation	A physical or virtual host where the software is installed. Each node of the clustered setup needs to be licensed separately.
Instance	A calculated value representing the total “value” of all workloads that can be protected and/or managed by the Customer using Veeam or partner solutions. See the Veeam Instance Licensing conversion table.
Orchestrated instance	This instance type allows the workload to participate in orchestration activities (be a part of plans, labs, reports) in Veeam Availability Orchestrator.
User	A User account in all organizations, as reported by the management software.

1.6. Product Edition

Veeam provides several License Editions, which define available functionality of the Product, price per Licensed Unit and relative weight of certain Licensed Objects for certain features. Feature Availability varies by Edition, for example Enterprise Plus edition is the best choice for access to all features. See Veeam Backup & Replication™ Product Editions for more information on features by Editions.

1.7. Support and Maintenance

Veeam provides maintenance updates, licensing and technical support to Customers according to published Veeam Customer Support Policy. Paid Customers can choose a support program with target response SLAs as described in the support policy. Support of FREE/NFR licensed products is provided on a best-effort basis.

Please note that Licensing Support may not be available for Customers with expired maintenance. More details on Support and Maintenance.

1.8. License Type

License Type is a parameter of the License Key that defines the Software License Type: Perpetual, Subscription, Rental, Evaluation, NFR and Free.

1.9. Perpetual License

Customers who purchase a Perpetual License get the right to use the version of the Software purchased for the lifetime of the product. One year of basic Support and Maintenance is included with any purchase of the Perpetual License. To stay eligible for product updates and support, Customers must renew their annual maintenance. Read more details on maintenance renewal costs.

The Perpetual License default expiration date is set to 10 years from the date of issue and can be re-issued for the longer period at any time, without altering any other details of the license. Please open a licensing support ticket at the Customer portal for such a request.

1.10. Subscription License

Customers who purchase a Subscription License get the right to use the version of the Software for a specified term, depending on SKU purchased. Production Support and Maintenance is included for the entire term of the Subscription License, provided the End User is compliant with this Licensing Policy and the EULA. More details on Support and Maintenance.

To renew your Subscription License, please contact your reseller or use the Veeam Renewal form to contact Veeam.

1.11. Rental License

Rental Licenses are only available to Veeam Cloud & Service Provider (VCSP) partners to perform systems management services for VCSP Customers. Copies of Rental Licenses can be produced by VCSP partners using self-service functionality of the Veeam ProPartner Portal to generate a license for a Customer-specific environment. More details on the VCSP program.

1.12. Evaluation and NFR licenses

A license designated as an “Evaluation” or “NFR license” authorizes partners and End Users to use the Software for a limited period of time, which is stated in the license for non-production evaluation or demonstration purposes only.

1.13. Community Edition and FREE license

Veeam provides some products free of charge with full or limited functionality.

“Community Edition” products provide a fully functional version of the Software for small environments, limited by built-in Licensed Units. Some versions of free products may require a valid no-cost license (“Free License”) that is available for everyone upon website page registration. Please follow directions in the product interface to obtain such a license. Customers agree to receive email marketing communications from Veeam Software, with the ability to unsubscribe from it.

1.14. Veeam-Published Image

Veeam-Published Image means a virtual machine image made available by Veeam for use in a cloud marketplace (like Amazon Web Services or Azure) and in which the Software is pre-installed. When the Software is delivered to End User as pre-installed on Veeam-Published Image End User has a right to use the Software only in virtual machines in the marketplace deployed from Veeam-Published Image. If the Software is delivered to End User as pre-installed on Veeam-Published Image with the operating system pre-installed, the right to use the operating system is governed by terms of EULA of this operating system. By using the Software End User accepts the terms of EULA of such an Operating System, otherwise the End User must not use the Software.

2. Veeam Licensing Terms

2.1. Veeam Subscription Licensing

Veeam provides subscription-based** Product licensing for the terms specified next to the following products:

Product	Licensing terms
Veeam Availability Suite™ 9.5 Update 3 Veeam Backup & Replication 9.5 Update 3 Veeam ONE™ 9.5 Update 3	These products are licensed by VM. Minimal order of 10 VMs.
Veeam Availability Suite 9.5 Update 4 and later	This products is licensed by Instance See the Veeam Instance Licensing conversion table. Sold by bundles of 10 Instances. All Product Editions include: Veeam Availability for Nutanix AHV Veeam Agent v3 for Windows and Linux and later Veeam ONE 9.5 Update 4 and later Enterprise Plus Product Edition additionally includes: Veeam Availability for AWS
Veeam Backup & Replication 9.5 Update 4 and later Veeam ONE 9.5 Update 4 and later	These products are licensed by Instance. See the Veeam Instance Licensing conversion table. Sold by bundles of 10 Instances. All Product Editions include: Veeam Availability for Nutanix AHV Veeam Agent v3 for Windows and Linux and later Enterprise Plus Product Edition additionally includes: Veeam Availability for AWS
Veeam Backup Essentials™ 9.5 Update 4 and later	This product is licensed by Instance. See the Veeam Instance Licensing conversion table. Sold by bundles of five Instances, with minimal order of 10 Instances (two bundles) and up to 30 Instances (six bundles) maximum per License. This offering is designed for small businesses and small installations. The product license cannot be merged with another product license and scaled above maximum of allowed Licensed Units. A Veeam Backup Essentials license does not permit sharing backups, servers or storage between each other, and is intended for protecting different source infrastructures. The purchase of an upgrade SKU is required to grow beyond the maximum limit of Licensed Units. All Product Editions include: Veeam Availability for Nutanix AHV Veeam Agent v3 for Windows and Linux and later Veeam ONE 9.5 Update 4 and later Enterprise Plus Product Edition additionally includes: Veeam Availability for AWS
Veeam Agent for IBM AIX Subscription Veeam Agent for Oracle Solaris Subscription	These products are licensed per Server. Each node of the clustered setup needs to be licensed separately.
Veeam Availability Orchestrator	This product is licensed by orchestrated Instance.* Sold by bundles of 10 orchestrated Instances.
Veeam Backup for Microsoft Office 365	This product is licensed by User. Minimum purchase of 10 licenses per order. Veeam Backup for Microsoft Office 365 is licensed per user account in all organizations. A license is not required for: Shared, resource and group mailboxes. Group SharePoint sites. External SharePoint users. Please read more at the Help Center.
Veeam Management Pack™ (MP) for System Center	This product is licensed per CPU Socket.**

PRODUCT	LICENSING TERMS
Veeam Availability Suite™ 9.5 Update 3	These products are licensed by VM. Minimal order of 10 VMs.
Veeam Backup & Replication 9.5 Update 3
Veeam ONE 9.5 Update 3
Veeam Availability Suite 9.5 Update 4 and later	This products is licensed by Instance See the Veeam Instance Licensing conversion table. Sold by bundles of 10 Instances. All Product Editions include: Veeam Availability for Nutanix AHV Veeam Agent v3 for Windows and Linux and later Veeam ONE 9.5 Update 4 and later Enterprise Plus Product Edition additionally includes: Veeam Availability for AWS
Veeam Backup & Replication 9.5 Update 4 and later Veeam ONE 9.5 Update 4 and later	These products are licensed by Instance. See the Veeam Instance Licensing conversion table. Sold by bundles of 10 Instances. All Product Editions include: Veeam Availability for Nutanix AHV Veeam Agent v3 for Windows and Linux and later Enterprise Plus Product Edition additionally includes: Veeam Availability for AWS
Veeam Backup Essentials™ 9.5 Update 4 and later	This product is licensed by Instance. See the Veeam Instance Licensing conversion table. Sold by bundles of five Instances, with minimal order of 10 Instances (two bundles) and up to 30 Instances (six bundles) maximum per License. This offering is designed for small businesses and small installations. The product license cannot be merged with another product license and scaled above maximum of allowed Licensed Units. A Veeam Backup Essentials license does not permit sharing backups, servers or storage between each other, and is intended for protecting different source infrastructures. The purchase of an upgrade SKU is required to grow beyond the maximum limit of Licensed Units. All Product Editions include: Veeam Availability for Nutanix AHV Veeam Agent v3 for Windows and Linux and later Veeam ONE 9.5 Update 4 and later Enterprise Plus Product Edition additionally includes: Veeam Availability for AWS
*Veeam Agent for IBM AIX* Subscription**	This product is licensed per Server. Each node of the clustered setup needs to be licensed separately.
*Veeam Agent for Oracle Solaris* Subscription**
Veeam Availability Orchestrator	This product is licensed by orchestrated Instance.* Sold by bundles of 10 orchestrated Instances.
Veeam Backup for Microsoft Office 365	This product is licensed by User. Minimum purchase of 10 licenses per order. Veeam Backup for Microsoft Office 365 is licensed per user account in all organizations. A license is not required for: Shared, resource and group mailboxes. Group SharePoint sites. External SharePoint users. Please read more at the Help Center.
Veeam Management Pack™ (MP) for System Center	This product is licensed per CPU Socket.**

* Orchestrated instance for Veeam Availability Orchestrator is non-transferable to or from other Veeam products using Instances.

** Multiyear Subscriptions with Upfront Billing contain all years in one SKU. Customer commits to pay for the entire length of the contract upfront. Multiyear Subscriptions with Annual Billing require all yearly options to be purchased together on initial order. Customer commits to pay annual amount by the yearly anniversary each year for the length of contract.

2.1.1. Veeam Instance Licensing conversion table

The below tables outline protected workload to instance conversion ratios. The tables help a Customer understand how to size up their environment for licensing by instance, depending on workloads. For example, adding 10 Workstations to a Standard edition product will require 10 instances to be consumed.

Product Edition	VM (VMware, Hyper-V)	Workstation	Server	VM (Nutanix AHV)
Standard	1	1	3	3
Enterprise	1	0.5	1.5	1.5
Enterprise Plus	1	0.33	1	1

Veeam Cloud Connect

Product Edition	Backup (VM)	Backup (Workstation)	Backup (Server)	Replication
Standard	1	0.5	1	2
Enterprise	0.5	0.25	0.5	1
Enterprise Plus	0.33	0.16	0.33	0.66

VM (VMWARE, HYPER-V)
Standard	1
Enterprise	1
Enterprise Plus	1
WORKSTATION
Standard	1
Enterprise	0.5
Enterprise Plus	0.33
SERVER
Standard	3
Enterprise	1.5
Enterprise Plus	1
VM (NUTANIX AHV)
Standard	3
Enterprise	1.5
Enterprise Plus	1

Veeam Cloud Connect

BACKUP (VM)
Standard	1
Enterprise	0.5
Enterprise Plus	0.33
BACKUP (WORKSTATION)
Standard	0.5
Enterprise	0.25
Enterprise Plus	0.16
BACKUP (SERVER)
Standard	1
Enterprise	0.5
Enterprise Plus	0.33
REPLICATION
Standard	2
Enterprise	1
Enterprise Plus	0.66

2.2. Veeam Perpetual Licensing

Veeam provides Perpetual Licensing for the terms specified next to the following products:

Product	Licensing terms
Veeam Backup & Replication Veeam ONE	These products are licensed by CPU Socket.
Veeam Availability Suite	This product is licensed by CPU Socket. All Product Editions include: Veeam ONE 9.5
Veeam Backup Essentials	This product is licensed by CPU Socket. Sold by bundles of two CPU Sockets and up to six CPU Sockets (three bundles) maximum. Perpetual License covers VMware and Hyper-V VM workloads only. This offering is designed for small business and small installations. The product license cannot be merged with another product license and scaled above maximum of allowed Licensed Units per License. The purchase of an upgrade SKU is required to grow beyond the maximum limit of Licensed Units.
Veeam Management Pack for System Center	This product is licensed per CPU Socket.
Veeam Availability for Nutanix	This product is licensed by CPU Socket. Perpetual Licenses are only available to existing Customers with Perpetual Licenses or require pre-approval from Veeam for new Customers.

PRODUCT	LICENSING TERMS
Veeam Backup & Replication	These products are licensed by CPU Socket.
Veeam ONE	These products are licensed by CPU Socket.
Veeam Availability Suite	This product is licensed by CPU Socket. All Product Editions include: Veeam ONE 9.5
Veeam Backup Essentials	This product is licensed by CPU Socket. Sold by bundles of two CPU Sockets and up to six CPU Sockets (three bundles) maximum. Perpetual License covers VMware and Hyper-V VM workloads only. This offering is designed for small business and small installations. The product license cannot be merged with another product license and scaled above maximum of allowed Licensed Units per License. The purchase of an upgrade SKU is required to grow beyond the maximum limit of Licensed Units.
Veeam Management Pack for System Center	This product is licensed per CPU Socket.
Veeam Availability for Nutanix	This product is licensed by CPU Socket. Perpetual Licenses are only available to existing Customers with Perpetual Licenses or require pre-approval from Veeam for new Customers.

2.3. Built-in product license

For all Perpetual Licenses with CPU Sockets, Veeam Backup & Replication and Veeam ONE, products will enable additional FREE Instance licenses to be available for use — one Instance per each CPU Socket, with maximum up to six Instances. In case the Subscription License Key is installed, the FREE Instances will no longer be available. This applies also to license keys merged from Perpetual and Subscription licenses.

For Veeam ONE, these FREE instances can only be used on monitoring and reporting on Veeam Agents from the connected Veeam Backup & Replication.

2.4. Combining Perpetual and Subscription licensing

A Customer can own both Perpetual and Subscription Licenses for available Veeam products with the following conditions:

Customers can use a single License Key to deploy multiple backup infrastructures with no design restrictions, provided that they use Veeam Backup Enterprise Manager for centralized license management across these infrastructures. Please read more on the License Key merge.
Customers can use multiple License Keys with different license terms, but only for completely separate backup infrastructures (which are defined as not sharing backups, servers or storage between each other and are protecting different source infrastructures). Veeam centralized management is not allowed for such use cases. In these cases, Customers will be provided with separate license files for each separate backup infrastructure.
If Veeam centralized management for virtual and other workload protection is required, Customers can request a single License Key with both CPU Sockets and Instances where:
- Perpetual and Subscription License editions must match
- The single License Key with both CPU Sockets and Instances will be set to expire according to the Subscription License
- VMware and Hyper-V VMs will be licensed using CPU Sockets only
- Instances will cover Agents, Plug-Ins, Cloud VMs & AHV VMs, excluding VMware and Hyper-V VMs

2.5. Product Edition downgrades

There is no penalty or fee for a Product Edition downgrade and Veeam does not refund the difference in price between editions, in case a Customer needs to downgrade to a lower Product Edition. Maintenance and support dates and other licensing terms are not altered in the event of Product Edition downgrade. Only Customers who are current on support are eligible for downgrades.

3. Veeam License Keys

Veeam issues a License Key for each license purchased. The End User is authorized to use each License Key to activate and use the Software within the parameters of this Licensing Policy, according to this License Policy terms.

The License start date matches the date when Veeam receives and processes the Purchase Order from distribution or after a License Key has been delivered to the Customer portal at https://my.veeam.com.

When purchasing a renewal of perpetual or Subscription Licenses, all existing licenses for the same Support ID are retired and terminated as of the start date of the new License Key.

Veeam License Keys contain specific licensing terms and a signature record that proves the validity of the License Key file for the product. Veeam keeps an audit trail for every License Key issued to validate its legitimacy.

3.1. License Key merge/split

Customers that are current on maintenance have an option to merge several License Keys into a single License Key to use in a product installation. Merge functionality for current versions is available at the Customer Portal (https://my.veeam.com). For cases when merge is required for older versions of Veeam products, the Licensing support case needs to be opened.

A License Key merge is following the rule of the least terms (the earlier expiration date is selected) and is available for licenses only when license terms below match:

Perpetual License Keys

First name, Last name, Email, Company for Perpetual License Keys
Edition
License Type
Product name

Subscription License Keys

Licensee company, Licensee e-mail, Licensee first name, Licensee last name
Edition
License Type

The exceptions apply for the merge rule when:

License Key merge exception

Merge rules

Veeam Agents Subscription Licenses purchased prior to the release of Veeam Backup & Replication Update 4

A merge is allowed between Subscription and Perpetual License Types for legacy Veeam Agents contracts and Veeam Backup & Replication, Veeam Availability Suite and Veeam Backup Essentials.

The resulting key will contain CPU Sockets from the Perpetual License Key and this License unit will be used to protect VMs on VMware and Hyper-V hosts only.

Instance licenses from Veeam Agents will cover all Instance-based workloads, except for VMs on VMware and Hyper-V hosts.

Rounding rules apply, please read below.

Example:

A Customer has purchased two CPU Sockets of Veeam Backup Essentials Standard edition and 10 Servers of Veeam Agents prior to the release of Update 4 (Feb. 1, 2019).

Merge operation is allowed and the resulting License Key will contain two CPU Sockets and 30 Instances, per Veeam Instance Licensing conversion table. 30 Instances will be available to manage all protected workloads, with exception for VMs on VMware and Hyper-V hosts that are covered by two CPU Sockets.

Merging Perpetual and Subscription Licenses within the same product and Edition

Customers who need to obtain a single License Key can merge their Subscription and Perpetual License Types within the same product, Edition, Licensee and Company details.

The resulting key will contain CPU Sockets from the Perpetual License Key and this License unit will be used to protect VMs on VMware and Hyper-V hosts only.

Instance licenses will cover all Instance-based workloads, except for VMs on VMware and Hyper-V hosts.

Rounding rules apply, please read below.

Veeam Essential License Keys are not allowed for merging between License Types or with other products.

LICENSE KEY MERGE EXCEPTION	Veeam Agents Subscription Licenses purchased prior to the release of Veeam Backup & Replication Update 4
MERGE RULES	A merge is allowed between Subscription and Perpetual License Types for legacy Veeam Agents contracts and Veeam Backup & Replication, Veeam Availability Suite and Veeam Backup Essentials. The resulting key will contain CPU Sockets from Perpetual License Key and this License unit will be used to protect VMs on VMware and Hyper-V hosts only. Instance licenses from Veeam Agents will cover all Instance-based workloads, except for VMs on VMware and Hyper-V hosts. Rounding rules apply, please read below. Example: A Customer has purchased two CPU Sockets of Veeam Backup Essentials Standard edition and 10 Servers of Veeam Agents prior to the release of Update 4 (Feb. 1, 2019). Merge operation is allowed and the resulting License Key will contain two CPU Sockets and 30 Instances, per Veeam Instance Licensing conversion table. 30 Instances will be available to manage all protected workloads, with exception for VMs on VMware and Hyper-V hosts that are covered by two CPU Sockets.
LICENSE KEY MERGE EXCEPTION	Merging Perpetual and Subscription Licenses within the same product and Edition
MERGE RULES	Customers who need to obtain a single License Key can merge their Subscription and Perpetual License Types within the same product, Edition, Licensee and Company details. The resulting key will contain CPU Sockets from the Perpetual License Key and this License unit will be used to protect VMs on VMware and Hyper-V hosts only. Instance licenses will cover all Instance-based workloads, except for VMs on VMware and Hyper-V hosts. Rounding rules apply, please read below. Instance licenses will cover all Instance-based workloads, except for VMs on VMware and Hyper-V hosts. Veeam Essential License Keys are not allowed for merging between License Types or with other products.

To revert the License Key merge operation, Customers may choose “cancel merge” to destroy the merged license and revert to the original product License Keys.

The License Key split option on the Customer portal is available to selected Customers only. All contract split operations require opening a licensing support case at https://my.veeam.com.

3.2. Rounding rules for legacy Subscription Licenses

Please note with Update 4, all legacy Subscription Licenses are migrated to Instances automatically. Instances are sold in bundles of 10 Instances and for legacy License Keys, license units are rounded up to the nearest increment of 10. Veeam Backup Essentials are rounded to the nearest increment of 5 Instances, 10 Instances minimum, 30 Instances maximum.

In case a Customer merges several legacy Licenses the original license units are summed first, then rounding to the next 10 happens afterwards to avoid rounding errors.

For example:
A Customer with 15 VMs of Veeam Backup & Replication will now be entitled to 20 Instances of Veeam Backup & Replication.

In case a Customer merges several legacy Subscription Licenses, the original license units are summed first, then rounding to the next 10 happens afterwards to avoid rounding errors.

A license merge action for 15 VMs and 13 VMs of Veeam Backup & Replication will result in a License Key with 30 Instances of Veeam Backup & Replication using the formula ROUND_UP(X unit + Y unit).

3.3. License auto update

Customers who enable the license auto-update feature will benefit from automated license prolongation in case of Subscription or Perpetual contract renewal. In case of a merge operation, the original licenses installed in products will not be updated automatically and a manual installation of the merged license is required. Once the merged license is manually installed into the product, the license auto-update function will be enabled again.

3.4. License downgrade

If Customers on maintenance need a License Key for the legacy product version, Veeam may provide such a License Key with the condition that the License terms and License Units are available for that legacy product version. Please see if the “previous version” action is available for the License Key at the Customer portal.

3.5. Promotional License Key

Occasionally, Veeam releases products to Customers as a free-to-use or no-cost license or feature. When Veeam gives a free production license for one year or adds licenses/features at no cost for a limited time, these changes may be maintained within the product or via the license file. In cases when special licensing terms are not defined for the promo, the free licenses are granted for the duration of the current support contract with earliest expiration date. Promotional licenses do not change any pre-existing licensing agreement for paid products.

4. Support and Maintenance

4.1. Maintaining your copy of the software and the license file

Customers are advised to take measures for keeping a copy of the software and License Key file provided during the purchase of a Veeam product in order to re-install the software as needed. For Customers with an active maintenance contract, Veeam may provide assistance in getting a copy of the software and the license file of supported versions, in response to a Customer request. Customers with an expired maintenance contract will be rejected in such a service.

4.2. Support

All Customers with a maintenance contract in effect, regardless of their program, are entitled to contact support via web or phone, 24x7x365, and open a case. There are three support response programs (Premier, Production and Basic) to our Customers and one program (Evaluation) for 30 days if you are evaluating our software. Support for Customers with Community edition/Free License/NFR licensed products is provided on a best-effort basis. Please read more in the Veeam Customer Support Reference Guide.

New product releases and maintenance updates are also available only to Customers with a current maintenance contract. A product update may be refused by the Software, in case the License Key support date is past due.

4.3. Maintenance renewals

One year of Basic support and maintenance is included with any new Perpetual License purchased. Subscription Licenses include Production support and maintenance for the full term of the license.
Basic Veeam annual maintenance renewal costs equal 22% of the regional MSRP price for new licenses at the time of renewal for each product purchased under perpetual licensing.
Production Support maintenance renewal cost is equal to 27% off the regional MSRP price for new licenses at the time of renewal for each product purchased under perpetual licensing.
Veeam does not provide public sector, educational or internal use discounts on support renewals (those discounts apply only for new licenses purchase).
Please note that any Customer who is not current on support will not be issued new License Keys until maintenance is renewed, including license merges, edition upgrades and edition downgrades.
Prepaid discounted SKUs are available for purchase in the first six months of a new license contract. After this period, standard annual renewal SKUs are required.
Maintenance contracts are limited to a maximum of five years for all orders (new license orders, with one year of included support) or annual renewal and a maximum of four years (prepaid maintenance can be purchased). Please note that SKUs may not be doubled to increase the length of time for support.
Customers who upgrade Product Editions, which have future years of support remaining on the product contract, must also purchase annual edition maintenance upgrade SKUs. These upgrades are similar to renewal maintenance SKUs, in that they are annual. It is not required to purchase an upgrade in support for a contract that is in the same year as the upgrade purchase.
SKUs for additional years of Production prepaid support also include upgraded (24x7) support in the first year.
Support renewals more than one month past due will be assessed a 25% reinstatement fee compared with annual renewal. The fee is included in Expired Renewal SKUs, which are required for renewal of contracts expired more than one month at time of purchase. Expired Fee Waived SKUs can be used with Veeam approval only. In cases where support expired more than 13 months ago, please contact the Veeam Renewals Team to confirm needed SKUs.
To receive production support, all production licensed sockets for a product must be licensed at the production levels, otherwise support defaults to basic levels.
Customers whose support has lapsed must renew their licenses with the appropriate annual support and renewal license SKU, co-term SKU or back maintenance (with 25% Reinstatement Fee) as applicable. However, Customers whose support has lapsed for more than two years may be eligible to be sold new licenses at list price, instead of an annual support and renewal license, with prior written approval from Veeam. Please speak with your Veeam representative for more details.

See more on https://www.veeam.com/support-renewals.html

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