The Challenge: Limited Support Access During Critical POCs
As a VMCE-certified engineer and active partner, I’ve had the opportunity to deploy Veeam solutions across various environments, often in time-sensitive Proof of Concept (POC) scenarios. These are crucial moments—not just for testing features, but for building trust and confidence with potential customers.
However, one recurring challenge we face is limited support access during these POCs. Without a production license, even VMCE partners are often restricted from opening support cases unless routed through a customer with a valid production support contract.
This becomes a bottleneck—especially when dealing with complex configurations, replication issues, or backup repository anomalies that need quick resolution.
The Proposal: Grant Production-Level Case Privileges to VMCE Partners (During POCs)
We believe that VMCE-certified partners should be granted temporary production-equivalent support privileges when conducting POCs with customers. This small shift can create a massive impact:
Why It Matters
-
Faster Issue Resolution = Better Experience
When we encounter issues during a POC, being able to open a case directly speeds up troubleshooting and ensures the potential customer sees Veeam's value clearly. -
Empowering Certified Experts
VMCEs have proven knowledge and capability. Granting us direct access during POCs acknowledges our commitment and helps us deliver world-class service. -
Stronger Partner-Customer Confidence
Customers observing fast and effective support—even during evaluations—are more likely to move forward with Veeam for production. -
Reduced Load on Internal Channels
Instead of relying on internal contacts or indirect escalation through customers, certified partners can resolve issues independently and responsibly.
️ Suggested Implementation Ideas
-
Temporary Support Token or Case Access Code tied to VMCE Partner accounts.
-
Limited to 30 days per POC engagement or per customer.
-
Include option to tag cases as “POC-related” for prioritization and analytics.
Additional Insight: Even with Evaluation Support…
Even if the client already has evaluation support, it’s still highly valuable for the VMCE managing the POC to be able to open a case directly using their own Veeam account.
This avoids delays from waiting on the client to submit cases, ensures faster technical engagement, and lets the certified engineer drive the solution confidently and independently.
It’s about removing friction and empowering experts to do what they do best—make Veeam shine in the eyes of the customer.
️ A Call to the Community & Veeam Team
Let’s open this conversation:
Should VMCE partners be granted higher support privileges during critical POCs?
We’re not asking for full production-level support across the board—just enough to remove friction during the evaluation phase. After all, our goal as partners is to prove that Veeam works. And sometimes, proving that means fixing things—fast.
Join the Discussion
Are you a partner who’s experienced the same? Or part of the Veeam team with thoughts on this idea?
Drop your comments below. Let’s collaborate to make the partner experience smoother, and help Veeam shine even brighter during every POC.
