Platinum

sponsors:

Mikhail Zolkin, Regional Director, Support, Veeam

Alexander Shelemin, Technical Support Engineer, Veeam

AGENDA

More backup files than specified restore points

Make sure you provision repository space accordingly

Forward incremental logic is enhanced in version 8

SureBackup® sessions that are left running for long periods to perform some testing on VMs

Instant VM Recovery™ sessions that are not migrated to production

Longer backup windows in the majority of cases

Administrative error prone

Major protection disruption due to a single problematic job

Doesn’t scale well

Are you sure

you need it?

Unless there is a specific use case, let Veeam do resource

scheduling for you.

Reduces scheduling flexibility (especially for active full backups)

Restores from tape will take a long time and require a lot of space on staging repo

Harder to add/relocate repositories

Problems with synthetic/transform jobs on slower NAS boxes

but that consume resources and time

Enterprise Manager in a single Veeam Backup & Replication™

server environment

• Additional SQL DB activity

• Server resource consumption (important for SQL Server Express)

Guest indexing for all VMs

Search Server

Upgrade to latest Hyper-V version if possible

Install critical Hyper-V hotfixes (we have a KB for

2008R2 and 2012(R2) hotfixes: vee.am/kb1838)

Use hardware VSS provider and off-host backup whenever possible

If you have issues with Guest VSS processing in

Veeam jobs, check vee.am/kb1855 for a list of

possible reasons

Check with Host OS/Guest OS version compatibility matrix. Microsoft has it all

published on Technet.

WAN accelerator cache is optimized in version 8

for better performance

Estimated link bandwidth maximums for WAN accelerator usage to be justified:

• Up to 50 Mb/s for Global Cache on spinning disks

• Up to 150 Mb/s for Global Cache on SSDs

More info: vee.am/kb1877

OS booting issues

Applications and services problems

Multiple interdependent VM configuration scenarios

Slow or deduplicating backup storage

Long forward incremental chains

Host starving of resources

VM is running from your backup storage – don’t expect real production performance

Migrate to production as soon as possible. More about ways to do that in the UserGuide

But were afraid to ask

Wrong Expectation Reality

Depending on the SLA*, our customers always get a

totally different level of service and care.

* SLA- Service Level Agreement

SLA only defines the first-time response (FTR),

depending on the severity level and the support contract

type (Standard, Premium or Evaluation).

Support engineers are hunting for closed tickets, trying to

close them without proper attention to gather some points

and get bonuses.

The main metric we use in practice is feedback from our

clients. It values 50% of the total number of metrics.

The number of closed tickets is barely used as a metric, it

values 20% and is mostly used to make sure engineers

don't close less than «N» tickets monthly.

Support is asking for extra tests / logs or additional details

to buy more time.

Support team may request extra tests / logs only to

narrow down the root cause of the problem or per request

form R&D team.

Procrastination and delays are counted as a violation of

the official procedures and are treated by the Support

Management accordingly.

Wrong Expectation Reality

The simplest way to solve an issue is an immediate

Remote Session.

We are happy to provide our clients with such level of

service, however a Remote Session may be meaningless

in some cases (e.g., a DB-related issue, when we need a

DB dump to analyze it, to write a script, to test it in our

environment and to send it back to the customer).

A private fix means automatic submission of a feature

request for the next version with predefined ETA.

Non-critical private fixes may not be included into main

release. We need to be sure the product will be

functioning well for more than 100k clients and not for just

a single client with a specific configuration.

If I get a Tier 2/3 support tech, I will get my problem

resolved quicker.In fact, Tier 1 support techs close nearly 90% of support

tickets.

Customer satisfaction rate

is our main focus.

supportmanagement@veeam.com

https://twitter.com/VeeamKB

http://forums.veeam.com/

Thank you!