Veeam Customer Support Policy

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.

VCSP Production Support program provides 24/7 software support services and fast response times for critical issues. Production level support is available for all VCSP Partners who follow the following commitments and expectations:

• VCSP Partners are fully responsible for level one direct technical support of their customers and should establish a process to triage incoming level one issues from end users by accessing publicly available Veeam product documentation.
• When a technical issue goes beyond the partner’s ability to solve, the partner will engage Veeam Support for assistance via the ticketing portal located here.
• Veeam Support provides a global dedicated level two group of support personnel working 24x7x365 who specialize in working with VCSP Partners and their product portfolios.
• Upon creating a ticket with Veeam Support it is expected to provide required logging information in the portal (instructions can be found here) and to provide Veeam Support with a Veeam product error message from the logs or graphical interface to provide Veeam a useful diagnostic starting point for analysis.
• Customers of VCSP Partners cannot directly engage Veeam Support unless the customer has entered into separate license agreement(s) with Veeam directly. All support engagements will be coordinated through the VCSP Partner, and the partner will be responsible for managing the communication process with their customer and Veeam Support.
• If Veeam Support requires contact directly with the customer of the VCSP Partner, that partner will coordinate and participate in that communication.
• Based on the Veeam Support Policy, VCSP Partners may not set your customers as case administrators of your VCSP account. Additionally, doing so poses a security risk to the information you maintain for all your customers.
• Partner SLAs to their clients are independent of SLA arrangements between the partner and Veeam. Please consider using Veeam's first response SLAs in section 4.5 before defining your own SLA to your customers.

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 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 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)

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.

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.

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.

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.