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Gostev
Chief Product Officer
Posts: 31534
Liked: 6707 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 » 9 people like this post

This is not a support forum! Please do not bring environment-specific issues here but contact our Customer Support for assistance and troubleshooting. Only if your issue is confirmed to be a bug or a limitation that is worth discussing with the R&D team, you may also post it here according to the following rules:

Include a support case ID for the issue so we could identify you and access the logs. Posts about technical issues without a case ID will be removed by moderators. Please always open a support case first and wait for a conclusion from Support. Create a forum post only if you want to discuss this conclusion with R&D, for example to request a behavior change.

Never 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. We will be able to retrieve the logs based on the provided case ID.

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 an 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.

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, as of 2022 on average 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're unable or unwilling to work with our Customer Support department for any reason at all. The Product Management team behind this community does not have the capacity to provide troubleshooting assistance. However, we'll be happy to drive confirmed bugs affecting multiple customers through our R&D processes to ensure timely resolution.

We may reference non-sensitive technical details from your support case in our responses. If you prefer such information not shared publicly, do not create a forum post and continue working directly with our Customer Support instead.
Gostev
Chief Product Officer
Posts: 31534
Liked: 6707 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 » 3 people like this post

The purpose of this community is to have a place where our users can talk directly 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 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, feature or functionality that the product documentation does not fully answer.
  • You want to know whether Veeam products fit your specific need, use case or environment.
  • You need a product deployment or usage advice, or have a question on the best practices.
  • You want to share useful tips and tricks with the community (much appreciated!)
  • You want to submit a feature request, or suggest a behavior change.
  • You want to draw our attention to a significant confirmed issue.
On the other hand, if something fails or does not appear to work as expected, please always contact our Customer Support directly as the first step and wait for their conclusion before bringing the issue for discussion here.

If you're unhappy with the support experience, please contact our Support Management team directly using Talk to a Manager under Support in the Customer Portal. To send feedback directly to management teams of other departments, you can use the Veeam Feedback Form at vee.am/feedback
Gostev
Chief Product Officer
Posts: 31534
Liked: 6707 times
Joined: Jan 01, 2006 1:01 am
Location: Baar, Switzerland
Contact:

Attention newly registered users

Post by Gostev » 5 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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