Support response time?

[Robvil]

Hi,

Yesterday i opened a new support case, #02265482, regarding extremly slow FLR disk load times on version 11.
Still no response - what should i expect of response times from the support team?

Regards
Robert

[mkretzer]

Hello Robert,

what Severity did you use? Do you have basic support?

Markus

[Robvil]

Severity: 4 - standard support

[Mildur]

With Basic Support, answer time is 24 business hours for level 4.

Business Hours are defined this way:

Business hours are defined as follows during Customer local business days.

It could take 3 days until you hear from Veeam support as defined in the support policy:
https://www.veeam.com/support-policy.html

If you need a faster answer, next time you should use the correct severity level and/or upgrade your maintenance contract to production Support.

In your case, there should be a „task to manager“ button. This way you can escalate the case to get a faster answer if necessary.

[Robvil]

Waw, that´s a long time. I think that ever since the Covid virus thing started Veeams support response times has increased a lot.

[Mildur]

That policy exists since many years this way.
Level 4 is the slowest support level. If you have urgent issues, choose level 2.
If you have a complete disaster and your work stands still, choose level 1.
But level 4 is for everything which can be done i a few days

Overview:
https://www.veeam.com/support-policy.ht ... itions-sla

[mkretzer]

In my experience Veeam support is just as fast as pre-covid. And i am having alot of support cases

If it can't wait just put in a higher severity and they will help - we also have only basic support and never were disapointed.