Anyone else experiencing slow response from Veeam support in the last few months? I’ve had a couple of calls where I had to ask for updates on the call before I get any response back from Veeam support. I even had to escalate a call once because I wasn’t getting any feedback. Support engineers also don’t ask for remote sessions anymore and just send mails asking for more details.
Veeam support slow
+21Have not experienced this myself as their Support is usually top notch.
Chris Childerhose - VMCA2024 | VMCE2023 | VMCE-SP2024 | Veeam Vanguard 8* | Veeam Legend 5* | VUG Canada Leader | vExpert 6* | Toronto VMUG Leader | VCAP-DCV/VCP-DCV | Object First Ace | Cisco Champion | Twitter: @cchilderhose | Blog Site – https://just-virtualization.tech
+21Last I worked with them..couple mos ago...they were ok. They’ve recently, a week ago, changed their support process. You now have to create a case online before calling in, which I personally don’t like, but whatever. Otherwise, they’ve generally been ok. I think you could address your concern in the Veeam Forums and someone (maybe even Gostev?) can address your concern. Also, you have the option to escalate your case from the Customer Portal, if memory serves.
Cheers!
Shane Williford - Veeam VMCA/VMCE | Veeam Legend | VUG Leader | VCP-DCV | Twitter: @coolsport00
+7I’ve been experiencing the same issue. I raised a Priority 2 support request and have had to ask for an update twice and still waiting.
Dipen N. K. | IT Security Specialist | Veeam Legend 2022 - 2025 | Cyber Security Space VUG Leader
+11It depends, unfortunately.
I have excellent and poor types of support with Veeam.
IT Lover | Veeam Vanguard | VUG Leader | Blogger
+16Up to now Veeam support was very fast everytime I needed their help.
Jochen (Joe) Meixner | Veeam Vanguard 2024 | Veeam Legend 2021 - 2024 | Veeam Certified Architect (VMCA) | X: @JoMeix | BlueSky: @jmeixner.bsky.social
+23In the interest of fairness, what priority ticket did you raise and how long were you waiting after you last updated the case? Was it that they had case information to review? I have had to hit the escalate button a few times, but that’s because of time sensitivity instead of inactivity from Veeam.
Michael Paul - Opinions are my own and do not necessarily reflect the opinion of Veeam | https://micoolpaul.com | Mastodon: @micoolpaul@masto.nu | Bluesky: @micoolpaul.com
+14It may depend on your region, but for EMEA I can't complain much about the support times. Until now I think I've only asked once for an update and escalated only a single ticket because of the priority and complexity.
Max M. | Systems Engineer @Veeam | VMCE/VMCA | VeeaMVP 2023 | former Legend & Vanguard
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