How to Create a Veeam Support Case
Phone Support
To improve case handling, you must Open a Case via the portal before calling in. The phone system will ask for your case number and use advanced routing to connect you with the engineer handling your case or an appropriate product/feature specialized support engineer.
Purpose
This article documents how to create a case with Veeam Support.
Solution
- Go to https://my.veeam.com
- Sign In with your Veeam Account.
- Click on the "Open Case" button in the menu on the left side.
- Choose a Case Type:
- Technical product support — for Break-fix issues or any technical questions related to Veeam products.
Note: You must be a Case Administrator to open a Technical product support case. - Licensing — for questions relating to software licensing.
- General Inquiry — for feedback or issues related to Veeam websites and services, not products.
- Technical product support — for Break-fix issues or any technical questions related to Veeam products.
- After selecting the case type, fill in the case details.
- On the next page, you will be asked to add attachments to your case.
For Technical product support cases, it is imperative that you provide logs when creating a case so that Veeam Support may best assist you.- Select the bucket relative to your region.
- For Technical support cases relating to Veeam Backup & Replication, please review this article for details on how to collect logs: https://www.veeam.com/kb1832
- For cases related to Veeam Agent for Microsoft Windows, please review this article for details on how to collect logs: https://www.veeam.com/kb2404
- On the last page of case creation, you will have an opportunity to review all details provided and add specific contact details.
After creating a case, you may elect to call Veeam phone support. You'll be asked to enter an active case number so your call can be routed to the specialty department for your product/issue.
More Information
For more information, please refer to our Support Policy: Vee.am/SupportPolicy
Related Articles
- Veeam Account Sign In FAQ
- How to Create a Veeam Account
- My Account Portal "Recovery email for case contact" Guide
- My Account Portal - Role Management FAQ
- How to Create a Veeam Support Case
- My Account Portal: "No licenses can be found for your account"
- How to Attach Files to a Veeam Support Case
- How to Attach a File Larger Than 5GB to a Support Case
- How to Generate an SFTP Account for a Support Case
- How to Contact Veeam Support Management
- Support Partners Case Management
To submit feedback regarding this article, please click this link: Send Article Feedback
To report a typo on this page, highlight the typo with your mouse and press CTRL + Enter.
To report a typo on this page, highlight the typo with your mouse and press CTRL + Enter.