Operational Defect Database
BugZero found this defect 2502 days ago.
Data sources
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Veeam | kb2320
How to Contact Veeam Support Management
Last update date:
3/21/2023
Affected products:
No affected products provided.
Affected releases:
Fixed releases:
No fixed releases provided.
Description:
Contacting Support Management
Veeam prides itself on our phenomenal Support Team and invests heavily in ensuring that the first person you talk to is a highly qualified specialist with the knowledge to investigate and solve your case. We strive to ensure that we continue to provide this level of support and are eager to review any feedback on your Support experience. Support Management is ready to listen and assist if you have questions, comments, or concerns about a case. Simply reach out using the Talk to a Manager form within the Veeam My Account Portal. The Support Management team takes all feedback seriously and will work with you to discuss and address your feedback.
More Information
If your case is already closed and you need further assistance with the same issue, please open a new case and mention the old case number. Note: Per Veeam Support’s data processing policy, all related logs are purged once a case is closed. If you open a new case referencing a closed case, you will be asked to provide logs so that we may investigate the issue. Veeam Support restricts each case to a single issue to improve case handling and reduce misunderstandings. If you have questions about a response provided by the engineer helping you with your case, we ask that you work with the engineer to address any misunderstandings. Veeam Support Engineers are always prepared to explain troubleshooting steps and the results of their analysis in further detail. While we understand that it can feel repetitive to collect logging for a case more than once, it is crucial to understand that while the UI level error message may not change after a troubleshooting step, details within the log often change. These minute changes in the log files are crucial to helping our Support Engineers understand what impact the troubleshooting step had on the issue and guide the next steps. In some scenarios, support engineers may be limited in their ability to do log analysis on remote sessions. Remote sessions may be limited to collecting relevant information or performing isolation tests to allow for internal review. A case with the relevant third-party vendor may be necessary for issues involving technologies from non-Veeam entities (e.g., VSS, storage performance). While there may be issues where third-party support is needed, Veeam Support will remain available to answer questions from the respective vendor and advise to the extent that Veeam can.
