Support Fail: Low Staff Availability

[mdyer]

SMH - received this email regarding a case I opened on the 11th (today is the 19th).

Dear Michael,

This is Veeam Support with a system generated courtesy notification.

Unfortunately, due to low support staff availability we were unable to process your request. This support case has been archived automatically.

Please keep in mind that, support for Free Products is provided on a best‑effort basis depending on staff availability. There are no response goals or response guarantees for this service per Veeam Customer Support Policy.

Here are additional technical resources that might help:

Knowledge Base Articles

Veeam R&D Forums

If you believe this is in error, please reach out to our management team via 'Talk to Manager' option on the portal.

Kind regards,
Veeam Support

[Gostev]

This is perfectly normal following a significant platform update 2 weeks ago, as our Customer Support is now very busy due to many of our paying customers updating to a new version.

Our support engineers are always happy to assist the users of Free and Community edition products during the "quiet" periods between releases, when they have some spare hands. However, for the next few months serving our paying customers will be the priority for them.

[mdyer]

Uh, ok. <removing Veeam from our shortlist of backup vendors>
Good luck with your new version.

[Gostev]

@mdyer thank you. If you're truly evaluating with an intent to buy, then you should be using a Trial license. With that, you get the same Support SLAs as paying customers. In fact, this is specifically suggested in the forum rules displayed when you click New Topic, as evaluating a paid support experience is equally important when making a purchase decision.