Problems with Veeam Support for o365

[unsichtbarre]

Hi All,

I am posting here because I am unable to obtain timely support from Veeam regarding my issue posted previously (veeam-backup-for-office-365-f47/moving- ... 75214.html). I believe this is the correct forum, as we typically do not have similar issues with support for Veeam B&R.

On 7/8/2021 at about 10:30 EDT, we opened a support ticket (Tier 2), (uploading logs at the same time as opening the case) and were assigned a support engineer at 13:00 EDT. We got an initial response from the support engineer almost immediately indicating that the command we had used to initiate a Repository move may not be the best choice, but providing no resolution or viable path forward. We requested a WebEx at this time.

On 7/9/2021, over 24 hours later, we had not heard back from the support engineer assigned to the issue, so we requested an escalation (talk to a manager), whereupon we were scheduled a WebEx with the original support engineer at 12:30EDT. The support engineer provided input and suggested a pathway forward. We followed his suggestions, but to no avail. Both the repository migration and jobs were fully stuck, with no data migrating or incoming. The original support engineer indicated he was "checking with colleagues" regarding a few issues he had discovered.

On 7/12/2021, we received notice that this case had been "escalated." We reached out to Veeam, requested a manager, and re-uploaded logfiles.

On 7/13/2021 we communicated with Veeam case mangers, and an escalation engineer was assigned at 17:30EDT - we again uploaded logfiles

On 7/14/2021 the escalation engineer indicated he was available at 16:00 EDT - five days after we opened the case and 48 hours after the issue was escalated

Regardless if we broke Veeam for o365 or if there is a problem with the product (and/or Microsoft), we need to be able to obtain timely support. Is this the norm for Veeam Support for o365?

[nielsengelen]

Hi John,

I'm sorry to hear about this and I will ask our support team to look into 04904368 and gather details. I have also updated the other topic as it seems I missed your latest update with the request on how to move the data using other tools for which I'm sorry.

[nielsengelen]

Hi John,

I just had an update on this topic and the case is actively being worked on. You should receive a call later today on the topic.

[unsichtbarre]

Thanks for the update. We are still on schedule for a call with the escalation engineer at 16:00 EDT. I have also contacted all my Veeam reps and managers and requested a meeting to understand the SLA for Veeam for o365. The job in question (license) is for 2100 users, it is not a small consideration.

THX,
-JB

[Mike Resseler]

John,
Keep us informed about the status, we want to make sure you get the support that you need.

[unsichtbarre]

Support yesterday was helpful. Recommended running just one job at a time. We also had an authentication issue going on, for which he provided a kb.

We had a follow-up call scheduled this morning, which support cancelled for personal reasons. Said he would "touch base" at 16:00 EDT - we'll see.

Overall I am extremely unsatisfied about how support is being provided for the o365 product. This issue has gone on days too long (a week now) and transformed from one issue (moving repositories) to another issue entirely (re-attaining RPO) due to the window which support has taken in responding and escalating the issue.

I have a call shortly with a few "managers" to discuss the issue. I will not be recommending or reselling Veeam for o365 until I am satisfied that Veeam can provide adequate support.

THX,
-John

[Mike Resseler]

Thanks for letting me know John,

I will take this information on my weekly meeting with support. Sorry to hear about this, I will make sure we learn from this fix it.