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Gostev
SVP, Product Management
Posts: 26912
Liked: 4370 times
Joined: Jan 01, 2006 1:01 am
Location: Baar, Switzerland
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Rules of posting errors and technical issues

Post by Gostev » 6 people like this post

This is not a support forum, but if you believe your issue is worth sharing with a wider community, you may post it according to the following rules:

Always reference the support case ID when posting about ANY technical issue. We require case ID to have information about the poster, and to have access to the debug logs. Topics without a support case ID included will be removed by moderators. Always open a support case first, then post on the forum.

Do not post log snippets as they simply trash the forum. 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 post instead of log snippets.

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 the product with the intent of buying, it is highly recommended to use the trial license for access to full functionality and technical support.

Community Edition and NFR license users can open support cases too. Such cases will be processed on a best effort basis, depending on support staff availability. As of late 2019, on average only 25% of such cases are processed due to the Community Edition adoption skyrocketing.

This forum is not an alternative way to get technical support when you are unable or unwilling to open a support case for ANY reason. The forum is not monitored by support engineers, while the PM team behind this community is unable to troubleshoot technical issues over forum posts. However, provided the support case ID, we can drive major issues impacting multiple customers through R&D to the faster resolution.

If you're unhappy with the support experience, please contact our support management directly by clicking Talk to a Manager on the Customer Portal. To send feedback to management teams of other departments, please use Veeam Feedback Form at vee.am/feedback

Gostev
SVP, Product Management
Posts: 26912
Liked: 4370 times
Joined: Jan 01, 2006 1:01 am
Location: Baar, Switzerland
Contact:

If this is not a support forum, then what is the purpose of this community?

Post by Gostev »

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

It is better to post your question here instead of opening a support case when:
  • You have a question on architecture, features or functionality that the official product documentation does not fully answer.
  • You want to know what whether Veeam products fit your specific needs, use cases or environment.
  • You need product a usage advice, or have a question on the best practices.
  • You want to share useful product tips and tricks with the community.
  • You want to submit a feature request.
On the other hand, if something does not work as expected, please always open a support case instead.

Please, search before you post. Most imaginable questions have already been asked and answered in the past years. Even if the existing topic does not answer your question fully, continue posting there whenever it makes sense. We merge duplicate discussions in an effort to keep this forum consumable.

Gostev
SVP, Product Management
Posts: 26912
Liked: 4370 times
Joined: Jan 01, 2006 1:01 am
Location: Baar, Switzerland
Contact:

Attention newly registered users

Post by Gostev » 1 person likes this post

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!

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