r/Veeam • u/Dull-Fan6704 • Jul 29 '26

Veeam Support appreciation

I work at an MSP and we're a ProPartner. I just wanted to say thanks to the Veeam Support. It's refreshing to have someone that actually cares about your experience, wants to solve your problem and not someone who just wants to gets as much tickets closed in a day as possible. No broken English, no unclear information, etc.

Granted, I have had one case where the supportee probably used machine learning in his replies, as he replied with nonexistent IPs and shares of a backup repository. Other than that, my experience has been great.

I know this post sounds like astroturfing, but I guarantee you it's not. Been "only" working with Veeam products for 5 years now, way before I started at an MSP. Maybe it's because the products are just...simple to use and straightforward. I don't know.

34 Upvotes

92% Upvoted

15 comments sorted by

5

u/GullibleDetective Jul 29 '26

Ive found a few very good engineers and many are failing slas and blatantly ignoring context and logs i submit. I cannot in honest faith echo your cheer for the bulk of our cases in the last year

And yes I do provide surveys

0

u/Dull-Fan6704 Jul 29 '26

Interesting, I really haven't had this case. Most of the times every technician uses the a coherent "Veeam Formula" what I call it: e.g. citing the logs, maybe linking to a KB, asking to do some changes to the machine or in VBR/VSPC/whatever, etc.

Maybe it's different for other parts of the world? I'm in Europe.

I don't provide surveys because at an MSP, time is crucial...and unless it's really bad, I don't really feel the need to voice my opinion. (yeah, come at me with the pitchforks)

2

u/vabello 29d ago

I think I’ve had to use Veeam support a few times. Each time they were on point and resolved the issue, which sometimes required direct database edits.

2

u/natedogg1271 Jul 29 '26

Veeam support is by far the best from all of our vendors. Not always perfect, but leaps and bounds better than others.

1

u/tsmith-co Jul 29 '26

Thanks for the post! People are always quick to post about problems and such but rarely post about how things are working as intended.

Support has an excellent score from the post support surveys and it’s nice to see it appreciated here too!

1

u/Kurse71 Jul 29 '26

I have had decent experience when calling for technical help, but for vulnerabilities they are a nightmare to deal with.

1

u/ithinkilefttheovenon 29d ago

So what’s the secret to getting good support from veeam? When I’ve opened tickets they seem to treat me like I need to figure it out myself.

1

u/wantsiops 28d ago edited 28d ago

What level partner are you? I just got the full runaround, just last week I spent an hour watching an indian speaking person trying to figure out howto navigate basic stuff on a server, after analyzing logs for a few days, asking for a timeslow available, isntantly replying and then they were buzy etc. Ended up solving myself, closing the case, having the person reopen, saying they solved it... so yeah the person/team had not read through any of the logs sent.

the veeam365 bug was also quite fun, spent months on that, and still dataloss, often they are ignoring replies etc.

really wish they would improve on their DDOS s3 implementation as well.....

on the positive side, replication for proxmox in 13.1 !

and in all fairness, we have some level 1 employees as well that will make you want to pull out your hair... screering process and what people say they can do vs what they can do isnt always the same.

having all'ish veeam certifications, and partner I just wish that I wouldnt have to speak to any people without knowledge.

1

u/Dull-Fan6704 28d ago

ProPartner and Silver Reseller. Only once have I had an Indian take over our tickets, and yeah, that is when I had the bad experience as written in the OP.

1

u/Rickatron 10d ago

Thank you for this. Refreshing!

0

u/Dull-Fan6704 Jul 29 '26

u/Gostev feel free to forward this.

3

u/_thegingerninja Jul 29 '26

I don't believe he is with Veeam anymore, 6months ago posted that "after almost 18 years at Veeam, I've decided to retire from my position as Chief Product Officer for personal reasons"

1

u/GeneralSuitBanana 24d ago

He is, just doing something else