Veeam Cloud Service Provider Case Administrator FAQ

A Veeam Cloud Service Provider is only permitted to assign the Case Administrator role to employees and contractors working on behalf of the Service Provider.

As documented within the Veeam Cloud Service Provider Program Guide:

Deployments can be either single tenant or multi-tenant and there is no specific requirement on types of services that must be offered, with exception of [the VCSP partner] providing product support to [their] end customers.

VCSP licensing is intended to equip the VCSP partner to deliver hosting, cloud or managed services to its customer(s). VCSP licensing is not intended as an alternative to Veeam end customer licenses or as a way for customers to use Veeam products on a monthly basis.

As part of their relationship with Veeam, VCSP partners are afforded access to certain benefits — such as technical support and certain promotional offers — that are not extended to VCSP customers.

This means that a VCSP Partner will not be able to assign their customer(s) as a Case Administrator. The Technical Support contract associated with the VCSP Partner's licenses only entitles the VCSP Partner themself access to Veeam Support.

Attempting to assign a case administrator with a different email domain than the domain associated with the rental contract owner's account will fail with the following error:

The email specified cannot be assigned as a Case Administrator for the Rental License(s) because the email’s domain does not match the Service Provider’s domain. Rental Licenses are intended exclusively for Service Providers to receive support from Veeam. If you need to add an account with a different domain, please open a Licensing Support Case.

For more information, review KB4461: Veeam Cloud Service Provider Case Administrator FAQ.

No, the support contract associated with your license only entitles the VCSP Partner access to Veeam Support.

As documented within the Veeam Cloud Service Provider Program Guide:

Deployments can be either single tenant or multi-tenant and there is no specific requirement on types of services that must be offered, with exception of [the VCSP partner] providing product support to [their] end customers.

VCSP licensing is intended to equip the VCSP partner to deliver hosting, cloud or managed services to its customer(s). VCSP licensing is not intended as an alternative to Veeam end customer licenses or as a way for customers to use Veeam products on a monthly basis.

As part of their relationship with Veeam, VCSP partners are afforded access to certain benefits — such as technical support and certain promotional offers — that are not extended to VCSP customers.

Attempting to assign a case administrator with a different email domain than the domain associated with the rental contract owner's account will fail with the following error:

The email specified cannot be assigned as a Case Administrator for the Rental License(s) because the email’s domain does not match the Service Provider’s domain. Rental Licenses are intended exclusively for Service Providers to receive support from Veeam. If you need to add an account with a different domain, please open a Licensing Support Case.

For more information, review KB4461: Veeam Cloud Service Provider Case Administrator FAQ.

You must be logged in as the License Administrator to manage Case Administrators for your company's support contracts. Once logged in to the Veeam My Account Portal as the License Administrator,  you can access the "Case administrators" section.

Note: The Case Administrators section will only be visible when logged in as the License Administrator.

Case Administrator Creation

1. Open the Case administrators management page
2. Click the CREATE CASE ADMINISTRATOR button.
3. Enter the email address of the VCSP employee or associated contractor you wish to add as a Case Administrator.
   
   Note:
   • If the email provided is associated with an existing Veeam Account, their Name and Company will be prefilled; otherwise, you'll need to enter their name and company name.
   • As noted in a previous FAQ entry, as a VCSP, you may not assign the role of Case Administrator to your customers. Doing so violates the Veeam Cloud Service Provider program.
   • Attempting to assign a case administrator with a different email domain than the domain associated with the rental contract owner's account will fail. If you need to assign the Case Administrator role to an employee or contractor with an email domain different from the one associated with your company, please create a Licensing Support case and select "Other" as the Licensing Issue.
   • As documented in KB4411, attempting to assign the Case Administrator role to the email address belonging to the License Administrator will result in the error "Unfortunately this action can't be completed because of data mismatch."
4. After verifying the information, click [Next]
5. Select the Support contracts that will be assigned to the new Case Administrator.
6. Click [Save] to complete the process.

Use the arrow to switch between the slides below to see screenshots for these steps.

There are two options:

• Unassign the Case Administrator from a specific Support Contract
• Remove the Case Administrator entirely

To unassign a Case Administrator from a specific Support ID:

1. Go to the Case administrators page.
2. In the "License view," click the X next to the Case Administrator's entry under the specific Support ID#.