Do we get support with NFR license or only free support?

[fafa24]

Hi,

We have VBR 12.1.2.172 with an NFR license in our lab. There is an issue with a backup copy job, and I opened a support ticket last week (case 07368036).

When I opened the case, I received a message that we may get free support. Today, I received an email stating, "Unfortunately, due to low support staff availability, we were unable to process your request. This support case has been archived automatically."

So NFR license is considered as a free license and I'm out of luck and basically now on my own?

Cheers,
Edy

[Mildur]

Hi Edy

Please see our support policy regarding your question for the NFR license and what support SLA you can expect: https://www.veeam.com/legal/support-policy.html

4.3. Community, Free and NFR licensed products
We do not provide phone support for Community, Free or NFR licensed products. Email support is provided on a best-effort basis depending on staff availability, but there are no response goals or response guarantees for this service. Access to hot fixes, patches and updates requires an active maintenance contract for at least one deployment of the corresponding product. Users without an active maintenance contract receive fixes by downloading periodic generally available product releases.

Similarly, General Inquiry cases regarding feedback for Veeam websites and services do not have SLA’s or Phone Support.

Unfortunately here in the RnD forum we cannot assist in troubleshooting technical issues as explained by our forum policy: https://www.veeam.com/forums/viewtopic.php?f=2&t=755

But you may try to get help from the Community in our community hub: https://community.veeam.com/

Best,
Fabian

[fafa24]

Thanks for your reply. Yes, I know about the policy in this forum. It's okay.

I was unaware of the Veeam community. Thanks for letting me know. I will ask on the discussion board and maybe get some help from community members.