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Gostev
SVP, Product Management
Posts: 29360
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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 so please always contact our Customer Support with any technical issues instead of posting them here. Only if you believe your issue is NOT environment-specific and is thus worth discussing with a wider community, you may post it according to the following rules:

You must reference the support case ID when posting about ANY technical issue. We require case ID to have information about the poster, and for access to debug logs. Topics without a case ID 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 instead of log snippets.

By providing a support case ID, you agree that Veeam employees can cross-reference any non-sensitive details from the case in our responses as we're discussing the issue. 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.

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, as opposed to the Community 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. As of late 2020, on average only 30% of such cases are processed due to the significant adoption of the Community Edition.

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, as the product team behind this community is unable to troubleshoot technical issues over forum posts. However, provided the support case ID, we can drive major issues which are affecting multiple customers through R&D to faster resolution.

Gostev
SVP, Product Management
Posts: 29360
Liked: 5479 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 advice, submit feedback, and 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 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.

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: 29360
Liked: 5479 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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