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mikeely
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Support hold times unacceptably long & portal now restricted

Post by mikeely » Apr 19, 2017 6:22 pm

If you're going to make it harder for people to use the support portal (per this KB), then the least you could do would be to adequately staff your phone-in support. Thanks a lot.
Unless otherwise specified, I am asking about something pertaining to Linux. We use Windows as infrequently as possible, and enthusiastically seek ways to reduce that usage further.

m_zolkin
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Re: Support hold times unacceptably long & portal now restri

Post by m_zolkin » Apr 20, 2017 7:08 am

New support portal rules help us to make sure that only eligible customers are using our services, means support staff spends more time working with real customers and not the ones who may cheat with licenses. As of the phone load there are rush hours indeed, but we continuously monitor the call load and add resources when we see spikes. If you face any issues dealing with our services, you could always reach us via <supportmanagement@veeam.com>
VP, WW Customer Technical Support

mikeely
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Re: Support hold times unacceptably long & portal now restri

Post by mikeely » Apr 20, 2017 3:22 pm

Yes, and NOBODY in our (fully paid up) organization has access to add authorized portal users. Thus, infinite hold music for us since your "spikes" tend to last between 12:00am and 11:59pm. Thanks a lot.
Unless otherwise specified, I am asking about something pertaining to Linux. We use Windows as infrequently as possible, and enthusiastically seek ways to reduce that usage further.

jmmarton
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Re: Support hold times unacceptably long & portal now restri

Post by jmmarton » Apr 20, 2017 6:12 pm

I have asked one of our inside channel managers to reach out to you regarding this and get things squared away so that you can get a license administrator defined, and that person can then create case administrators to open support tickets. In the meantime you can also proceed with creating a licensing case, as outlined in the KB article you posted (the section regarding "If you have lost access to the license administrator account").

Joe

mikeely
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Re: Support hold times unacceptably long & portal now restri

Post by mikeely » Apr 20, 2017 6:16 pm

I called in to Licensing and got it squared away. Really though if Veeam was planning on pushing more work to phone support, a bit of staffing analysis would have been helpful.
Unless otherwise specified, I am asking about something pertaining to Linux. We use Windows as infrequently as possible, and enthusiastically seek ways to reduce that usage further.

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