FAQ on support renewals

Customers can migrate from Perpetual Socket-based licenses to VUL Subscription licenses by purchasing a migration SKU. Purchasing this SKU converts the contract from perpetual per-socket to VUL subscription and extends the support term for the purchased period. Customers are entitled to migrate at the cost of their perpetual socket’s annual maintenance renewal (set at the Production 24/7 Support level). They must own an Enterprise Plus socket product to migrate or purchase a respective upgrade SKU along with migration. Any migration from perpetual model to subscription must be done for the full number of sockets in the customer’s contract. The purchase of new VUL Subscription licenses to replace Perpetual Per-Socket licenses without using the authorized migration SKU is not permitted. After migration, all further quoting will be done using VUL subscription prices. For details on migration, please reach out to the Veeam Renewals Team.

When migrating your Socket license to VUL, you benefit from greater license portability for agile, hybrid and multi-cloud environments. VUL license allows backing up not only VMware vSphere and Microsoft Hyper-V VMs, but also Enterprise apps for Microsoft, Oracle, SAP HANA and other workloads including NAS (from v10). Please find more details here. VUL functionality will be available immediately after the PO processing. 

At the end of a Subscription license period, both product backup functionality and support will not be available until the subscription is renewed.

At the end of a maintenance contract for a Perpetual Socket license, product usage is available for the version installed at the moment of expiration, but support is unavailable.

Any customer who is not current on their support loses access to product updates, new product releases, and timely technical support and won’t be able to manage licenses on the licensing portal. No new license keys will be issued for the expired contracts until maintenance is renewed (including license merges, edition upgrades and edition downgrades).

Yes, absolutely. There is no need to postpone your renewal purchase until contract expiration. Renewing early assures continuous access to all support benefits.

Your support period will be extended from its expiration date.

Active support contract ensures you are able to take full advantage of all the benefits:

•  New major releases, new features and minor product updates for FREE
• License management and merges
• Experienced Veeam technical support
• Compatibility releases for VMware vSphere and Microsoft Hyper-V

Per-socket perpetual past due renewals will be assessed a 25% reinstatement fee. The fee is included in Expired Renewal SKUs. Your support will be extended from the original contract’s expiration date.

Renewing an expired subscription contract will incur no additional reinstatement fees. Support starts from the Purchase order processing date. 

After support has lapsed for more than one year, a customer is eligible to renew for the cost of applicable back maintenance and reinstatement fees or buy new licenses at list price with written approval from Veeam. Please contact the Veeam Renewals Team to assess the best route moving forward. 

Yes, absolutely. For the subscription and perpetual model there are product upgrades available. The perpetual model has edition upgrades as well. Customers who upgrade their product will be required to cover any price difference in support between the previous and new product. 

Perpetual contracts
Perpetual maintenance contracts are extended from the support expiration date. Example: A customer has support expiring in Dec. 2020. With an annual renewal purchased in Oct. 2020 — the new support period will be Dec. 2020-Dec. 2021.The same approach is used for licenses with expired support. If the customer has expired support in June 2020 and annual renewal is done in Oct. 2020 — the new support period will be June 2020-June 2021. Customers are required to cover the backdated maintenance and 25% reinstatement fee.

Subscription contracts
Active subscription contracts are extended from the support expiration date. Expired subscription contracts are extended from the PO processing date.

Support for new licenses starts on the date Veeam accepts a purchase order from distribution and delivers the new license key(s) to the customer. It is not possible to postpone the support start date.

Please allow Veeam up to 48 hours (not including weekends) to process the purchase order once it's received from distribution.

Please reference our Help Center guide, Installing License, should you require assistance updating your current licensing.

Please visit our Veeam Help Center and search in the user guide for your product (e.g., Upgrading to Veeam Backup & Replication™ v10).

It depends. If you owned an Enterprise Plus VIL, you can simply replace your VIL license file with a VUL one, and that’s it. You can also watch this short video, Veeam Backup & Replication v10 License Upgrade, located on our blog to learn how to upgrade your existing license. If you previously owned Standard or Enterprise editions, you may need to revisit some settings since VUL upgrades you to full Enterprise Plus-level capabilities. 

Veeam Agents for Microsoft Windows and Linux are now a module within Veeam Backup & Replication. For renewal, you can choose from any VUL product offering, depending on your environment size, need for monitoring capability and other Veeam products you already have. Contact the Veeam Renewals Team to get advice on the best renewal option for your environment.

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.

When you receive SKUs from Veeam reps, you should request an official offer from your reseller.

There are three levels of support offered by Veeam:

Support program — Customer local business hours

When Sockets and VUL are centrally managed (merged), the Socket License Key will define the Product Edition of the entire merged environment, so STD/ENT edition sockets override the fully featured (ENT+ level) VUL capabilities. Please reference the editions comparison here. 

The Socket License Key will define the Support level and Support ID of the entire merged environment. To receive Production support level across the merged environment, one should purchase Production support level for Socket-based licenses, otherwise their support may be defaulted to the Basic level.