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.
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Renewing your support contract is the easiest way to take full advantage of Veeam’s innovations and ensure your virtual infrastructure is securely protected. With active support, you can take full advantage of:
Renewing your support contract is the easiest way to take full advantage of Veeam’s innovations and ensure your virtual infrastructure is securely protected. With active support, you can take full advantage of:
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 on the appropriate severity level.
You can change an issue's severity level as business conditions vary around the impact. Response goals are intended to provide a target for initial response to a problem 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 business-critical software component or a Veeam-managed system is inoperable or unavailable. The production system is down, or there is an emergency condition that 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.
It adversely impacts Production operations, but the system is not down. The product operates but is seriously restricted.
Examples: Production application response times or system performance is slow, the system is available. Some monitoring or backups are impacted.
It is a non-production issue; most 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.
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.
