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Frequently Asked Questions

FAQ on support renewals

Here are the general Veeam® support renewal guidelines:

  • Veeam product licenses include either Production or Basic Support, depending on what was purchased.
    • Veeam Universal Licenses (VUL) include Production 24.7.365 Support.
    • Per-Socket licenses include either Production or Basic Support.
    • Premier level of support can be included for an additional charge for large enterprise customers.
  • Contact your renewals rep for the latest pricing and ongoing maintenance costs.
    • Currently, annual perpetual renewals are priced at 27% of the full new license MSRP for Production Support and 22% of the full new license MSRP for Basic Support at the time of renewal. MSRP doesn’t include potential local taxes (VAT, GST or sales tax).
  • Veeam offers discounts for multi-year renewal options. For details, please visit https://www.veeam.com/renewal.html.
  • Veeam may provide discounts for public and education sectors on subscription renewals. There are no sector discounts for perpetual maintenance contract renewals. Contact the Veeam Renewals Team for discounts available in your region.
  • Renewal must be done for at least one year. For existing contracts co-term, at least one contract must be renewed for one year.
  • 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 orders may be purchased with a maximum of four years prepaid maintenance. Please note that maintenance SKUs may not be “doubled” to increase the length of time for support.
  • For Starter customer, please visit the following page.
How can I migrate from a legacy perpetual product contract to a fully featured, portable VUL license?
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.
Why should I migrate to a VUL license?
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. 
My support has expired. What should I expect?

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).

Can I renew my contract prior to its expiration?

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.

What if I renew my contract after its expiration?

Until you renew your support, you won’t have access to active contract benefits.

Renewing an expired subscription contract will incur no additional reinstatement fee and your support will be extended from the PO processing date.

Per-socket perpetual support renewals more than one month past due will be assessed a 25% reinstatement fee compared with annual renewal cost. The fee is included in Expired Renewal SKUs (required to renew contracts more than one month expired at time of purchase). Your support will be extended from the contract’s expiration 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. 

Can I purchase an upgrade for my contract before the end of said contract?
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. 
What date is considered the support start date after the renewal has been purchased?

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.

When does support for new licenses start? Can we postpone the support start date if the customer wishes to do so?
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.
After a customer renews, when will they get a new license file?

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.

How can I upgrade to a newer version of my software?
Please visit our Veeam Help Center and search in the user guide for your product (e.g., Upgrading to Veeam Backup & Replication™ v10).
Currently I own a VIL contract. After I renew it with VUL, do I need to re-install the product?
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. 
I currently own a legacy Veeam Agent contract. What are my renewal options?
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.
If I’m using a merged license file for socket contracts with Basic and Production Support levels, at which support level will I be supported? 
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.
What should I do when I receive the SKUs from Veeam reps?

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

Premier Support (reserved for large enterprise accounts only) 24.7.365
Production Support 24.7.365
Basic Support

Monday-Friday

8 a.m.‐8 p.m.

For details of Veeam’s support policy, please visit the Veeam Support webpage.
Which edition features will I get if I have both Socket and VUL licenses in the same, centrally managed console?
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
Which support level will I get if I am using both Socket and VUL licenses in the same, centrally managed console?
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.

Co-Terming Support

Co-terming consolidates multiple purchases or contracts into one expiration date, simplifying the renewals process for all parties and securing support for the customer. Veeam offers per-socket annual and monthly maintenance renewal SKUs, as well as VUL annual and monthly product renewal SKUs. Monthly SKUs are only to be used to help consolidate and align contracts to expire in the same month.

To co-term (or consolidate) per-socket contracts, the number of months required should be multiplied by how many sockets are on the contract being consolidated. For VUL contracts, the number of months required should be multiplied for every 10 VUL licenses on the contract being consolidated. 

Here is an example of support co-term using a Veeam Backup & Replication Enterprise edition customer with two purchases:

First purchase

3 Sockets

Support expiration: November 2020

Second purchase

2 Sockets

Support expiration: March 2021

SKUs to consolidate support until November 2021:
V-VBRENT-VS-P01AR-00 Quantity: 3
Annual maintenance renewal — Veeam Backup & Replication Enterprise edition
Annual SKU: 3 = 3 sockets x 1 year (November 2020-November 2021)
V-VBRENT-VS-P01MR-00 Quantity: 16
Monthly maintenance renewal — Veeam Backup & Replication Enterprise edition
Monthly SKU: 16 = 2 sockets x 8 months (March 2021-November 2021)
For questions or concerns regarding Veeam Maintenance Renewals/to confirm SKUs for support consolidation - please contact Renewals team at renewals@veeam.com.