Before contacting customer support
Be prepared to provide: Your name, company, and phone no. with extension. Case number (if applicable), product name, release level, and any maintenance applied to the product.
When logging a case, 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 where you can be reached.
- What is the best time to reach you and what is your contact method (i.e., email/phone)?
Submitting a Support Case
Via the Web
You can file a case in Customer Center: https://support.veeam.com/
Please follow the case wizard to open a case. You will receive an electronic confirmation with a unique case number sent to your email address upon submitting the case. You can also see the case in the open cases management tab.
Via the Phone
To open a case using the phone, call one of the phone numbers listed here:
To improve case handling, you must **Open a Case via the portal before calling in. The phone system will ask for your case number and use advanced routing to connect you with the engineer handling your case or an appropriate product/feature specialized support engineer.
