Rules of posting errors and technical issues

[Gostev]

This is not a support forum! Please do not bring environment-specific issues here but contact our Customer Support for assistance and troubleshooting. Only if your issue is confirmed to be a bug or a limitation that is worth discussing with the R&D team, you may also post it here according to the following rules:

• Include a support case ID for the issue so we could identify you and access the logs. Posts about technical issues without a case ID will be removed by moderators. Please always open a support case first and wait for a conclusion from Support. Create a forum post only if you want to discuss this conclusion with R&D, for example to request a behavior change.

• Never post log snippets as they trash the forum for no good. Full debug logs are required for troubleshooting, and log analysis is automated. To create a support logs package, use the Support Information option. Then open a support case, upload the logs and include the case ID in your forum post. We will be able to retrieve the logs based on the provided case ID.

As a part of a discussion, we may reference technical details from your support case in our responses. If this is not desired, please do not post here and continue communication through our Customer Support.

Trial license users are eligible to receive technical support during their official evaluation period, with SLAs based on the Basic support program. If you are evaluating a product with an intent to buy, we highly recommended using a trial license for access to the full functionality and technical support, as opposed to a free product.

Community Edition and NFR users can open support cases too. Such cases will be processed on a best effort basis, depending on support staff availability. Due to the immense popularity of our free products, only around 20% of such support cases are answered. Not receiving an answer from Support doesn't entitle you to post your issue here instead, because this is not a support forum.

This forum is also not an alternative way to get technical support if you're unable or unwilling to work with our Customer Support department for any reason at all. The Product Management team behind this community does not have the capacity to provide troubleshooting assistance. However, we'll be happy to drive confirmed bugs affecting multiple customers through our R&D processes to ensure timely resolution.

[Gostev]

The purpose of this community is to have a place where our users can talk directly to the R&D team and each other to ask questions about product features, share product usage experiences, look for usage advice, submit product feedback, and most importantly request missing functionality. This forum gives you direct access to Veeam R&D, as well as our most experienced Veeam users, partners and service providers.

It is better to post here instead of opening a support case when:

• You have a question on architecture, feature or functionality that the product documentation does not fully answer.
• You want to know whether a Veeam product fits your specific need, use case or environment.
• You need a product deployment or usage advice, or have a question on the best practices.
• You want to share solutions, tips and tricks with the community (much appreciated!)
• You want to submit a feature request, or suggest a behavior change.
• You want to draw our attention to a significant confirmed issue.

On the other hand, if something fails or does not appear to work as expected, please always contact our Customer Support directly as the first step and wait for their conclusion before bringing the issue for discussion here.

Please do not post here with the sole purpose of escalating a support case or providing feedback on your support experience. Instead, contact the Support Management directly using the Talk to a Manager form under the Support section of the Customer Portal. To send feedback to a management team of any other department, please use the Veeam Feedback Form at vee.am/feedback

General discussions that do not require or benefit from input from R&D team specifically should be created in Veeam Community instead.

Since this community is international, only English language is allowed. This community is not a service included with your Veeam license purchase, if you disagree with any of the rules please do not participate. This community is almost 20 years old and all the rules have good reasons behind them.

[Gostev]

To protect the forum from spam bots, the first post of every newly registered user is held for manual approval by moderators. As a result, your first post may take up to a few hours to appear. Once your first post is approved, all the following posts will go straight through. Sorry for the inconvenience!