Veeam Support Services
Great technical support isn’t just about solving problems.
It’s about getting you back to business fast and eliminating stress.
Whether you’re in the cloud, on premises or anywhere in between, Veeam Support provides a new kind of engagement. One that doesn’t just keep you up and running, but ensures you’re getting the greatest possible value from your Veeam investments.
Top 4 reasons to stay current on support:
Renewing your support contract is the easiest way to take full advantage of Veeam’s innovations and be sure that your virtual infrastructure is securely protected.
With active support, you can take full advantage of:
New releases, new features and product updates for FREE
License management and merges
Experienced Veeam technical support
Compatibility releases for VMware vSphere and Microsoft Hyper-V
New releases, new features and product updates for FREE
License management and merges
Compatibility releases for VMware vSphere and Microsoft Hyper-V
Experienced Veeam technical support
Customers can choose the support level that is right for them:
Support Level
Hours
Product Updates
Product Upgrades
Technical Support
Production
24x7x365
Basic
Monday – Friday
8am – 8pm
(in each customer’s time zone)
Severity Definitions and Response Time SLA
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 Standard and Premium 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.
Severity
Description
Target Premium Response SLA
Target Standard Response SLA
Severity 1
A business critical software component or a Veeam managed system is inoperable or unavailable; production system is down; or there is an emergency condition. Requires an immediate workaround or solution.
Examples: Excessive abnormal terminations impacting all monitoring backups and schedules or a down/offline production system cannot be restored; application or system failure caused by Veeam product.
1 hour
2 hours
Severity 2
Adversely impacting Production operations, but the production system is not down, product operates, but is seriously restricted.
Examples: Production application response times or system performance are slow, system is available. Some monitoring or backups are impacted.
3 hours
8 business hours
Severity 3
A non-production issue; the majority of functions are still usable, a limited condition that can be readily circumvented.
Examples: Non-Production application response times or system performance slow, system is available. Some monitoring or backups are impacted.
6 hours
12 business hours
Severity 4
Minor issue or question that does not affect the product function, and can be readily circumvented.
Examples: “How to” questions, the text of a message, or page of documentation is worded poorly or misspelled, General Feedback, Feature Requests.
8 hours
24 business hours
Find out more
To find out more about Veeam Support, call your Support Warehouse Account Manager. They will be able to discuss the suitability of the service for your enterprise and to begin the process of providing a quotation.