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Gostev
SVP, Product Management
Posts: 24984
Liked: 3629 times
Joined: Jan 01, 2006 1:01 am
Location: Baar, Switzerland
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Rules of posting errors or technical issues

Post by Gostev » Feb 24, 2009 5:43 pm 5 people like this post

All topics violating these rules will be removed. It's not because we censor our forum, but because you didn't follow these simple rules!

This is not a support forum. But if your issue is worth sharing with the community, you must post it according to the following rules:

Reference the support case ID when posting ANY technical issue. We require case ID to have information about the poster, and to have access to debug logs. Topics without a support case ID included will be removed. So, always open a support case first, before you post your issue here.

Do not post log snippets. Full logs are required for troubleshooting, and log analysis is automated. To create a support log package, click Support Information in the main menu. Then, open a support case and upload the package. Include the support 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.

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 Community Edition adoption going through the roof.

This forum is NOT an alternative way to obtain 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 team behind this community is unable to troubleshoot technical issues over forum posts. However, provided the support case ID, we'll be able to drive major issues impacting multiple customers to the faster resolution.

If you're unhappy with the customer 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: 24984
Liked: 3629 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 » May 24, 2010 9:05 pm

The purpose of this community is to have a place where Veeam users can talk to each other and the product management team to ask questions on 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 Veeam 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 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: 24984
Liked: 3629 times
Joined: Jan 01, 2006 1:01 am
Location: Baar, Switzerland
Contact:

Attention newly registered users

Post by Gostev » May 22, 2012 11:41 pm 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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