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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 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 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

“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 reference, such as License ID and Support ID. 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 Source Infrastructure.

1.4. 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.

Workload is a computer (physical, virtual or cloud), an application (on-prem or SaaS), an unstructured data (files or objects) or any data source that Veeam (or partner) solution protects or manages.

1.5. Source Infrastructure

An infrastructure – servers, workloads, backups, or storage – that is protected, monitored or otherwise managed by the Software and by the Customer.

Customers can use copies of the Software under the same License and license terms to manage multiple Source Infrastructures. Customers are advised to implement centralized license management (Veeam Enterprise Manager) to control total license consumption and compliance with the licensing terms.

Sharing of the Source Infrastructure between different Licenses and license terms is prohibited.

1.6. Licensed Object

Referring to the table below, a “Licensed Object” is an element of the Source Infrastructure that is consumed and counted by Veeam product towards the maximum number of Licensed Units. Licensed Objects are associated with Licensed Units by the Software. Some Software allows revoking Licensed Units from Licensed Objects and re-applying 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 as reported by the hypervisor API.

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.

Cloud VM

An AWS EC2 Instance or MS Azure VM that is backed up, replicated, copied, monitored or otherwise consumed by the software.

Server
A Windows or Linux host, physical or virtual, where the Software is installed. Each node of the clustered setup needs to be licensed.

Application Server

A physical or virtual host where the application-specific Software is installed. Each node of the clustered setup needs to be licensed.
Workstation
A physical or virtual host where the Software is installed. Each node of the clustered setup needs to be licensed.
User
A User account in all organizations as reported by the management software.

1.7. 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

1 (one) License unit is consumed 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 node of the clustered setup needs to be licensed.

Instance

A calculated value representing the total “value” of all Licensed Objects that can be protected and/or managed by the Customer using Veeam or partner solutions. See Veeam Universal Licensing conversion table.

Orchestrated instance

1 (one) License unit is consumed by each protected workload.

 

This instance type allows the workload to participate in orchestration activities (be a part of plans, labs, reports) in Veeam Availability Orchestrator (VAO).

User
1 (one) License unit is consumed by each User account in all organizations as reported by the management software.

1.8. Product Edition

If present, License Edition defines functionality available in the Product, and relative weight of Licensed Objects. 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.

1.9. Support and Maintenance

Veeam provides maintenance updates, licensing and technical support to Customers according to published Veeam Customer Support Policy. Customers can choose support programs with target Service Level Agreements (SLAs) as described in the support policy. Support for FREE/Community/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.

1.10. License Type

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

1.11. 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.

If present, 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.

1.12. 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. Basic or 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.

1.13. Rental License

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

1.14. 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 stated in the License Key for evaluation or demonstration purposes only, in a non-production environment.

1.15. Community Edition and Free license

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

“Community Edition” licensed products provide 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. 

Community Edition license Customers agree to receive email marketing communications from Veeam Software with ability to unsubscribe from it.

Sharing of the Source Infrastructure between different Licenses and license terms is prohibited. 

1.16. 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 product is licensed by Instance

See the Veeam Universal Licensing conversion table.
 

Sold by bundles of 10 Instances.

 

Product includes:

Veeam Backup & Replication v9.5 Update 4 and later

Veeam Availability for Nutanix AHV

Veeam Agent v3 for Windows and Linux and later

Veeam ONE v9.5 Update 4 and later

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 Universal Licensing conversion table.

 

Sold by bundles of 10 Instances.

 

Product includes:

Veeam Availability for Nutanix AHV

Veeam Agent v3 for Windows and Linux and later

Veeam Backup Essentials™ 9.5 Update 4

This product is licensed by Instance.

See the Veeam Universal Licensing conversion table.
 

Sold by bundles of 5 Instances, with minimal order of 10 Instances (2 bundles) and up to 50 Instances (10 bundles) maximum per License.

 

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.

 

The purchase of an upgrade SKU is required to grow beyond the maximum limit of Licensed Units.

 

Product includes:

Veeam Backup & Replication

Veeam Availability for Nutanix AHV

Veeam Agent v3 for Windows and Linux and later

Veeam ONE v9.5 Update 4 and later

Veeam Backup Starter

This product is licensed by Instance.

See Veeam Universal Licensing conversion table.

 

Sold by bundles of 5 Instances, with minimal order of 10 Instances (2 bundles) and up to 20 Instances (4 bundles) maximum per License.

 

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.

 

The purchase of an upgrade SKU is required to grow beyond the maximum limit of Licensed Units.

 

This offer is provided only with Basic level of Support & Maintenance and not offered with Production level.

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.***
Minimum purchase of 10 CPU Sockets.
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 Universal Licensing conversion table.
 

Sold by bundles of 10 Instances.

 

Product includes:

Veeam Backup & Replication 9.5 Update 4 and later

Veeam Availability for Nutanix AHV

Veeam Agent 3 for Windows and Linux and later

Veeam ONE 9.5 Update 4 and later

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 Universal Licensing conversion table.

 

Sold by bundles of 10 Instances.

 

Product includes:

Veeam Availability for Nutanix AHV

Veeam Agent 3 for Windows and Linux and later

Veeam Backup Essentials™ 9.5 Update 4

This product is licensed by Instance.


See the Veeam Universal Licensing conversion table.



Sold by bundles of 5 Instances, with minimal order of 10 Instances (2 bundles) and up to 50 Instances (10 bundles) maximum per License.


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.

 

The purchase of an upgrade SKU is required to grow beyond the maximum limit of Licensed Units.

 

Product includes:

Veeam Backup & Replication

Veeam Availability for Nutanix AHV

Veeam Agent 3 for Windows and Linux and later

Veeam ONE 9.5 Update 4 and later

Veeam Backup Starter

This product is licensed by Instance.

See Veeam Universal Licensing conversion table.

 

Sold by bundles of 5 Instances, with minimal order of 10 Instances (2 bundles) and up to 20 Instances (4 bundles) maximum per License.

 

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.

 

The purchase of an upgrade SKU is required to grow beyond the maximum limit of Licensed Units.

 

This offer is provided only with Basic level of Support & Maintenance and not offered with Production level.

Veeam Agent for IBM AIX Subscription
These products are 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.***
Minimum purchase of 10 CPU Sockets.

** 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. Calculating Veeam Universal License requirements

Veeam Universal License removes complexity from license consumption tracking, providing portability of the license across full breadth of product functionality. All protected workloads are treated equally and consume 1 Instance per Licensed Unit:
Protected workload Instance

VM or Cloud VM

1

Server or Application Server

1
Workstation (3 Licensed objects) 1
PROTECTED WORKLOAD INSTANCE
VM or Cloud VM 1
Server or Application Server 1
Workstation (3 Licensed objects) 1
NAS (250 GB) 1
In case when a Subscription license is merged with a Perpetual license with the Product Edition, or for legacy Subscription licensing with Product Editions, workloads are counted differently:
Protected workload Standard edition Enterprise edition Enterprise Plus edition

VM or Cloud VM

1 1 1

Server or Application Server

3 1.5 1
Workstation (3 Licensed objects) 3 1.5 1
STANDARD EDITION
VM or Cloud VM 1
Server or Application Server 3
Workstation (3 Licensed objects) 3
ENTERPRISE EDITION
VM or Cloud VM 1
Server or Application Server 1.5
Workstation (3 Licensed objects) 1.5
ENTERPRISE PLUS EDITION
VM or Cloud VM 1
Server or Application Server 1
Workstation (3 Licensed objects) 1

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 Backup & Replication

Veeam ONE

Veeam Backup Essentials

This product is licensed by CPU Socket.

Sold by bundles of 2 CPU Sockets and up to 6 CPU Sockets (3 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 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.

 

All Product Editions include:

Veeam Backup & Replication

Veeam ONE

Veeam Management Pack for System Center
This product is licensed per CPU Socket.
Minimum purchase of 10 CPU Sockets.
PRODUCT
LICENSING TERMS
Veeam Backup & Replication
These products are licensed by CPU Socket.
Veeam ONE
Veeam Availability Suite

This product is licensed by CPU Socket.

 

All Product Editions include:

Veeam Backup & Replication

Veeam ONE

Veeam Backup Essentials

This product is licensed by CPU Socket.

Sold by bundles of 2 CPU Sockets and up to 6 CPU Sockets (3 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 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.

 

All Product Editions include:

Veeam Backup & Replication

Veeam ONE

Veeam Management Pack for System Center
This product is licensed per CPU Socket.
Minimum purchase of 10 CPU Sockets.

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 of 6 Instances. In case the Subscription License Key is installed, the FREE Instances will no longer be available. This applies as well 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:

  1. 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.
  2. 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.
  3. 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 merged License Key with both CPU Sockets and Instances will be set to expire according to the Subscription License expiration date. The support expiration date will reflect the earliest support expiration date of all licenses involved
    • 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

When present, Product Edition of the license regulates the functionality available in the Software. In case both Perpetual license and Subscription license are installed, the Software will follow the Perpetual license edition to enable or disable certain functionality.

2.6. Product Edition downgrades

There is no penalty or fee for 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 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, the updated License Keys become available at the Customer portal. In case the License Key auto-update functionality is enabled, the updated License Key may be installed into the product automatically.

Veeam License Keys contain specific licensing terms and 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 

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 Product edition and 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 2 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 Standard edition, 2 CPU Sockets and 30 Instances, per Veeam Instance Licensing conversion table.

30 Standard 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 Backup Essential Subscription License Keys are not allowed for merging with other products.

LICENSE KEY MERGE EXCEPTION
Veeam Agents Subscription Licenses

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 Product edition and 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 2 CPU Sockets of Veeam Backup Essentials Standard Edition and 10 Servers of Veeam Agents.

 

Merge operation is allowed and the resulting License Key will contain Standard edition, 2 CPU Sockets and 30 Instances, per Veeam Instance Licensing conversion table.

30 Standard 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 Backup Essential Subscription License Keys are not allowed for merging with other products.

To revert the License Key merge operation, Customers may choose “Undo 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. License auto update

Customers who enable 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, 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.

3.3. License downgrade

In case a Customers on maintenance needs a License Key for the legacy product version, Veeam may provide such a License Key with 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.

3.4. 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 1 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 case 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 to during the purchase of Veeam product in order to re-install the Software as needed. For Customers with active maintenance contract, Veeam may provide assistance in getting a copy of the Software and the license file of supported versions, in response to Customer request. Customers with expired maintenance contract, will be rejected in such a service.

4.2. Support

Veeam has three support programs: Premier, Production, and Basic. Additionally, there is an Evaluation support program for 30 days if you are evaluating our software. Each program provides a guarantee for support via Web, E-mail and Phone, and also the ability to open cases via Web and Phone. Support for Customers with the Community Edition/Free License/NFR licensed products is provided on a best-effort basis. Please read more in the Veeam Customer Support Policy.

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

4.3. Maintenance renewals

  • Perpetual Licenses are available with Production or Basic support and one year of maintenance included with any new Perpetual License purchased. Subscription Licenses, with exception for Veeam Backup Starter, 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 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 renewals 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.
  • SKUs for additional years of Production prepaid support also include upgraded (24x7) support in the first year.
  • Support renewals more than 1 month past due will be assessed a 25% reinstatement fee compared with annual renewal. Fee is included in Expired Renewal SKUs, which are required for renewal of contracts expired more than 1 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 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