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Gostev
SVP, Product Management
Posts: 29891
Liked: 5841 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 » 8 people like this post

This is not a support forum! Please do not post environment-specific issues here, contact our Customer Support instead. Only if your issue is not an environment-specific problem but rather a confirmed bug, limitation or incompatibility that is worth bringing to attention of the product team, you may in addition post it here according to the following rules:

You must reference the support case ID for the issue. We require a case ID to have information about the poster, and for access to debug logs. Topics without a case ID or violating other rules below will be removed by moderators. Always open a support case first, then create a forum post. "I will open a case later" is not a valid replacement for a case ID.

Do not 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 so we could access the logs.

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 the 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 edition.

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 doesn't entitle you to post your issue here instead, because this is not a support forum.

This forum is not an alternative way to get support if you are unable or unwilling to work with our Customer Support for any reason at all. The product team behind this community is unable to troubleshoot issues over forum posts, nor it is staffed appropriately to provide such services. However, we are happy to drive confirmed issues affecting multiple customers to the faster resolution. Please note that Veeam employees may reference non-sensitive details from your support case in our responses. If you prefer that this information is not shared publicly, do not create a forum discussion and continue working directly with our Customer Support instead.

Gostev
SVP, Product Management
Posts: 29891
Liked: 5841 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 product team and each other to ask questions about product features, share experiences, look for a usage advice, submit feedback, and most importantly request missing functionality. This forum gives you direct access to the Veeam R&D, as well as our 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 whether Veeam products fit your specific needs, use cases, or environment.
  • You need product usage advice or have a question on the best practices.
  • You want to share useful product tips 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 and work with our Customer Support instead.

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

Gostev
SVP, Product Management
Posts: 29891
Liked: 5841 times
Joined: Jan 01, 2006 1:01 am
Location: Baar, Switzerland
Contact:

Attention newly registered users

Post by Gostev » 2 people like 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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