This is an archive version of the document. To get the most up-to-date information, see the current version.

Appendix B. Getting Technical Support

Veeam offers email and phone technical support for customers on maintenance and during the official evaluation period. For better experience, please provide the following when contacting Veeam Customer Support:

Version information for the product and its infrastructure components
Error message and/or accurate description of the problem you are having
Log files

For your convenience, VAO UI allows you to collect logs for each VAO component separately, or all together. To do that:

Switch to the Administration section.
Navigate to Logs.
Select a check box next to the server where the VAO component runs.
Click Download Logs.

Logs will be saved locally in the default download folder.

Appendix B. Getting Technical Support Tip:

If you want to create an anonymized log file that contains all configuration and statistical information on your VAO deployment, download the VAO Infrastructure data log. The log file will be used by VAO product management to improve the solution. No information will be shared outside of Veeam at any time. To see what information was added to the log, navigate to the folder used to store files you download and open the XML log file.

To submit your support ticket or obtain additional information, please visit the Veeam Customer Support Portal. Before contacting Veeam Customer Support, consider searching for a resolution on Veeam Community Forums.