Frequently Asked Questions

Here are the general Veeam support renewal guidelines:

• One year of Basic support and maintenance is included with any new perpetual license purchased.
• 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 annual and similar to renewals maintenance SKUs. 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 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.