Veeam Customer Support Policy

Veeam is pleased to offer first-level technical support services in the following languages for Veeam Backup & Replication™ and in English only for all other products during normal business hours (8 a.m. to 6 p.m. customer local time). 

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.

Veeam Premier Support provides high-touch exemplary IT support to our top-tier customers, through personalized and effective service executed through an account-dedicated Support Account Manager (SAM) who will assist you from the very beginning of the case until it is completely resolved.

Production Support program provides 24/7 software support services and fast response times for critical issues. To receive Production Support, all production licensed sockets for a product must be licensed at Production Support levels, otherwise support defaults to Basic Support levels.

Basic Support program provides software support services during business hours as defined below, along with upgrades and updates to the products. One year of Basic Support is included with your product license purchase.

Evaluation Support program provides software support services during business hours (Monday through Friday) as defined below during the defined evaluation period.

Business hours are defined as follows during Customer local business days.

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:

• A resolution or workaround is in place and business impact has been mitigated.
• The severity is mutually downgraded.

We make best effort to provide equivalent of “Basic Support” response times to customers with valid trial license during the official evaluation period.

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.

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:

• Your name, company name
• Support ID*
• Case number (required for phone support)
• Product name, release level and any maintenance applied to the product

*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:

• Issue description, impact on your system and business operations, issue severity and the exact text of error messages and diagnostic details
• Steps to reproduce the problem, known workarounds
• Contact number and email where you can be reached
• Best time to reach you, and contact method (i.e. email/phone)

We offer a variety of methods to work with Support. We encourage you to set the initial severity level for the problem when submitting a case.

Only the license administrator, designated case administrators, and Support Partners (if applicable) can file a case using a web browser in the Customer Portal.
Please follow the new case wizard to open a case. Upon submitting the case, you will receive an electronic confirmation with a unique case number sent to your email address. You will also be able to see the case in the open cases management tab.

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.

Contact your Support Account Manager who will assign a ticket to the most appropriate Senior Support Engineer. We start issue analysis within 30 minutes after a call/ticket is logged. Your dedicated SAM is available to you during your local business hours and will act as the direct point of contact for the coordination of issue management and problem resolution.

A Support engineer will contact you by phone and/or email or a combination of both as appropriate during the resolution process. Severity levels may be adjusted with customer consent and mutual agreement on the degree of the impact based on the Severity definitions.

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:

• Software that provides a fix for the problem (case closed)
• Permanent business or system workaround (case closed)
• Temporary business or system workaround (case severity level is reduced)
• Action plan for the development of a fix or workaround: milestones and dependencies are set, communicated and tracked (case severity level might be changed)
• Issue is a customer-specific customization or enhancement, and is not covered under maintenance (customer notification, case closed)

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.

Veeam Support does not write scripts on demand. Custom script troubleshooting is not supported.

Veeam always welcomes feature requests, as we highly value feedback from our community on how to continue to make our products even better. If you have a suggestion for our software’s functionality or feature set, please visit our Veeam R&D Forums and create a topic describing your request or create a case with our Support Team and describe the desired behavior and a use case and the Support Representative will submit a Feature Request on your behalf.

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.

• New releases — All new products issued for General Availability (GA).
• Current releases — To maximize the quality of our service, Veeam limits technical support to the products listed on the release matrix.
• Releases designated as End of Fixes — Support is available, existing program fixes are available, but no new fixes will be created and no enhancements will be made.
• Releases designated as End of Support or Withdrawal from the Market — No support is available.
• For unsupported releases, new product enhancements and fixes will not be available. Veeam does not have an obligation to provide support for software that has been publicly designated End of Support, Withdrawn from the Market or similarly designated.

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:

• Support SLAs described above in this Policy are not guaranteed.
• Hotfixes and patches related to experimental features have lower priority, as the preference is given to non-experimental features.

In some cases, to support customers using public cloud services, Veeam Support Engineers need to perform operations that utilize these public cloud services (e.g., upload or download data). Mentioned steps may incur additional cloud service charges from cloud service providers. By proceeding with these steps, customers acknowledge and agree that they are explicitly informed about potential charges, and Veeam will not be liable for any additional costs or any damages resulting from the proposed troubleshooting steps.

As a US Federal Government agency, Veeam Support will assist you to determine the problem and solution utilizing the methods described above. US citizen based Federal Support is directly available Monday through Friday 8 a.m.− 9 p.m. EST, Saturday 12 p.m.−12 a.m. EST, and Sunday 12 p.m. −8 p.m.EST and can be paged outside of these hours. To contact Veeam Support at any time, call our US Federal Government phone number listed in the phone number section below. An existing case created via the Customer Portal is required to access phone support and to ensure that your call is only handled by approved engineers/territories. Further information pertaining to our solutions for US Federal Government can be found at www.veeam.com/federal.html.

www.veeam.com/support.html

www.veeam.com/licensing-policy.html

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.