Support on behalf of a customer

[johannesr]

Greetings,

at first, sorry for posting this here, there is no other appropriate subforum available. Maybe a "General" forum would be something for the future?

When I am taking over a customer, or visit customers from my colleagues, chances are high, that VBR is already in use. So, from time to time I need to raise a ticket on behalf of that customer. How do I proceed when they do not have their license information/customer portal login? Can I raise those cases through my own account? I assume when I export logs, which is necessary in about 99% of all the cases, that the license information is also included, right?

Or is there any other way?

Thanks
Johannes

[DGrinev]

Hi Johannes,

There is no other way to raise support tickets without access to the customer portal.
You can try to call by phone and ask for assistance.

I can ask a manager for assistance if you have a support case ID opened recently.

Thanks!

[foggy]

Hi Johannes, ideally, the customer should designate you as a Case Administrator to allow you to open cases with Veeam on behalf of their organization. This is done by their License Administrator via our customer portal, so I suggest you ask them to somehow find this valuable info, this will save everyone a lot of time in the future.

[Regnor]

The license (file) has the email address of the license administrator included, so you/the customer could reset the password of this account.
If the email address isn't available the customer could create an additional account with the same email domain. The new account should be able to access the existing licenses and open support cases.

[johannesr]

Thanks for the feedback guys, I appreciate it!