Description
Veeam Premier Support - Uplift - 4 Year - Service
Veeam Premier Support - Uplift - 4 Year - Service delivers high-touch, executive-level IT support designed for organizations that depend on Veeam for data protection and availability. With an account-dedicated Support Account Manager (SAM) guiding every case from first contact to resolution, this program protects your investment while maximizing reliability, uptime, and operational efficiency. By combining personalized service, rapid access to subject-matter experts, and a proactive approach to incident management, you gain a trusted partner who speaks your language and understands your unique environment. This uplift is not just about fast fixes; it’s about strategic support that aligns with your business goals, regulatory requirements, and long-term data resilience.
- Dedicated Support Account Manager (SAM) assigned from day one to ensure continuity and deep knowledge of your environment. Your SAM serves as the single, accountable point of contact, coordinating resources across teams, maintaining a complete case history, and delivering tailored guidance that reflects your governance, security, and compliance needs.
- 30-minute response time for Severity 1–4 incidents via phone support, enabling rapid triage, prioritization, and acceleration of remediation efforts. This fast, predictable response reduces downtime, preserves service levels, and helps you meet internal SLAs during critical periods.
- 4-year service duration provides long-term stability, budgeting predictability, and ongoing optimization. Extended coverage supports multi-year upgrade plans, migration projects, and a mature improvement trajectory aligned with your technology roadmap.
- High-touch IT support means proactive monitoring, regular health checks, and strategic recommendations that help prevent incidents before they occur. The SAM analyzes trends, shares best practices, and collaborates with your team to implement preventive controls and resilience enhancements.
- Protection of investment and reliability extends beyond rapid issue resolution to maximize the value of your Veeam investment. Expect improved operational continuity, reduced risk of data loss, and a steady foundation for disaster recovery planning and testing, backed by expert guidance and transparent progress reporting.
Technical Details of Veeam Premier Support - Uplift - 4 Year - Service
- Service coverage: 4 years from activation, designed to align with long-term planning cycles and technology roadmaps for virtualized, cloud, and hybrid environments.
- Delivery channel: Strategic, account-dedicated support through a dedicated SAM, with direct phone access for critical incidents and ongoing case management.
- Response time: 30-minute service response time for Severity 1–4 incidents, enabling fast triage, escalation when needed, and rapid restoration of services.
- Contact method: Direct phone support combined with proactive status updates delivered through the SAM, plus structured escalation paths for mission-critical workloads.
- Value proposition: A high-touch, personalized support model that maximizes Veeam investments, reliability, and uptime, while delivering predictable budgeting and performance visibility across the organization.
- Ideal for: Enterprise and mid-market customers who require privileged access to expert resources, formal escalation processes, and proactive engagement to protect complex backup and recovery workflows.
How to install Veeam Premier Support - Uplift - 4 Year - Service
Activating this uplift is designed to be seamless and business-friendly. The following steps help your team onboard quickly while preserving continuity of protection for your workloads:
- Work with your procurement team to confirm eligibility and initiate activation with your Veeam account representative and the assigned SAM.
- Provide a concise overview of your environment, including key workloads, backup strategies, recovery objectives, and any regulatory controls or audit requirements that the SAM should consider.
- Gain access to the dedicated support channel. The SAM will enroll your organization in the Premier Support program, configure service hours, establish escalation paths, and activate the 30-minute response SLA for Severity 1–4 incidents.
- Initiate ongoing support by opening cases through the dedicated channel, receiving timely updates, and participating in quarterly reviews to assess performance, identify optimizations, and adjust the plan as your environment evolves.
- Regularly review and refine the support arrangements to ensure continued alignment with your technology roadmap, security posture, and disaster recovery objectives. Your SAM will help you track metrics, set improvement goals, and document outcomes for leadership visibility.
Frequently asked questions
- What is included in Veeam Premier Support - Uplift - 4 Year - Service? It provides an account-dedicated SAM, expedited phone support, a four-year coverage window, and a 30-minute response time for Severity 1–4 incidents, plus proactive guidance, case reviews, and ongoing optimization to improve reliability and uptime across your Veeam-enabled environment.
- How long does coverage last? Coverage spans four years from activation, offering long-term governance, budgeting predictability, and a stable foundation for ongoing backup and recovery initiatives.
- Do you offer 24/7 support? The description emphasizes rapid phone-based response and dedicated account management. For 24/7 availability, please coordinate with your SAM to understand exact hours, regional coverage, and escalation procedures as they apply to your region and service window.
- How do I contact support? Contact is routed through your dedicated SAM via the Premier Support phone channel. The SAM coordinates case intake, provides status updates, and manages escalation to ensure timely resolution.
- Can this service be combined with other Veeam offerings? Yes. This uplift is designed to complement other Veeam products and services. Your SAM can help align the Premier Support arrangement with existing licenses, maintenance plans, and professional services to maximize value and streamline support.
- Is there any prerequisite or training required? The program emphasizes proactive onboarding with SAM guidance and best-practice recommendations; your team may receive orientation materials and recommended onboarding steps to maximize value from the uplift.
- What kind of environments are supported? The service targets environments that leverage Veeam for data protection and availability, including virtualized, cloud, and hybrid deployments, with tailored guidance based on workload mix and recovery objectives.
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