I realize this is a bit of a flame post, but I'm at a complete loss on how to get appropriate support from Veeam on our products. We currently have two cases open:
Case #07085639 — Backup server management agent will not connect after upgrade
In this case, the Veeam VAC agent doesn't work correctly on some VBR hosts (works perfectly on others, connected to the same cloud connect instances) after the last upgrade (VSPC![8)]( "Cool")
. The case has been open since 1/11/24, and we've made 0 progress. We're asked the same questions over and over, and when we did a remote session, it just confirmed what had already been relayed in case updates. We still have no resolution or even any idea of when this might be resolved or provided any idea what's going on.
Case #07095245 — Cannot add linux backup repository - Fails on getbiosuuid
In this case, I cannot add a linux repository. I was able to add the linux server, and that proceeded correctly, but when I add the repository, it fails on the getbiosuuid step. The case has been open since 1/18/24, and we've made 0 progress. We're asked the same questions over and over (sound like deja vu?). It really feels like this part of the platform is completely unknown to the team, and not well supported at all.
Overall, I'm getting really frustrated that we only get one small update per day (usually completely bogus). Then we reply, and then we don't hear back for another day. Lastly, the fact that support resources don't bother to read the case history before asking the same questions again is infuriating, or we do a remote session that just confirms all of the screenshots and logs we've already uploaded. This is unbelievable to me.
What are people's experience with this? Should I just resign myself to months long cases and single updates per day?
Thanks!
~Noah
Case #07085639 — Backup server management agent will not connect after upgrade
In this case, the Veeam VAC agent doesn't work correctly on some VBR hosts (works perfectly on others, connected to the same cloud connect instances) after the last upgrade (VSPC
. The case has been open since 1/11/24, and we've made 0 progress. We're asked the same questions over and over, and when we did a remote session, it just confirmed what had already been relayed in case updates. We still have no resolution or even any idea of when this might be resolved or provided any idea what's going on.Case #07095245 — Cannot add linux backup repository - Fails on getbiosuuid
In this case, I cannot add a linux repository. I was able to add the linux server, and that proceeded correctly, but when I add the repository, it fails on the getbiosuuid step. The case has been open since 1/18/24, and we've made 0 progress. We're asked the same questions over and over (sound like deja vu?). It really feels like this part of the platform is completely unknown to the team, and not well supported at all.
Overall, I'm getting really frustrated that we only get one small update per day (usually completely bogus). Then we reply, and then we don't hear back for another day. Lastly, the fact that support resources don't bother to read the case history before asking the same questions again is infuriating, or we do a remote session that just confirms all of the screenshots and logs we've already uploaded. This is unbelievable to me.
What are people's experience with this? Should I just resign myself to months long cases and single updates per day?
Thanks!
~Noah
Statistics: Posted by noahmehl — Feb 02, 2024 2:46 pm
