VMCE Flashcards – Chapter 12: Troubleshooting2017-10-27T12:24:47+00:00

VMCE Flashcards – Chapter 12: Troubleshooting

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[i]Chapter 12: Troubleshooting

[q] Which 2 payed Support Response Programs are available?
[a] Basic and Production Support

[q] Can you describe when you should create a Severity 1 support ticket?
[a] A business critical software component or a Veeam managed system is inoperable or unavailable; production system is down; or there is an emergency condition that requires an immediate workaround or solution.

[q] Can you describe when you should create a Severity 2 support ticket?
[a] Adversely impacting Production operations, but the production system is not down; product operates, but is seriously restricted

[q] Can you describe when you should create a Severity 3 support ticket?
[a] A non-production issue; the majority of functions are still usable, a limited condition that can be readily circumvented

[q] Can you describe when you should create a Severity 4 support ticket?
[a] Minor issue or question that does not affect the product function, and can be readily circumvented

[q] How can you submit a case at Veeam Support?
[a] Via web and telephone

[q] How often will Veeam contact you or the customer in regards to a Support Case?
[a] Will make three attempts, on separate business days, to contact you for updates or information on an open case. If Veeam is unable to make contact with you, they may close the case without your consent.

[q] What counts as a valid resolution for Veeam to successfully close a Support Case?
[a] -Software that provides a fix for the problem (case closed)
– Permanent business or system workaround (case closed)
– Issue is a customer-specific customization or enhancement, and is not covered under maintenance (customer notification, case closed)

[q] What counts as a valid resolution for Veeam to Lower Case Severity?
[a] – Temporary business or system workaround (case severity level is reduced)
– Action plan for the development of a fix or workaround: milestones and dependencies are set, communicated, and tracked (case severity level might be changed)

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