Is support really this bad?
I work for an MSP and we have been moving our clients to Veeam from Storagecraft/Arcserve ShadowProtect. The move has been bumpy along the way as I try to wrap my head around all the moving parts to Veeam vs ShadowProtect. We have a repository in our data center where we host our client's backups using CloudConnect. We upgraded our storage and moved our client's backups to a new repository. Things went well, or so we thought. For some reason, when we attempt to create a new tenant, we get an error that Veeam support believes is due to stale records in the database. I've had multiple scheduled Zoom calls and I feel like the support engineers are always in a hurry to get off the phone with me. They'll have me try one thing, which doesn't work, and then tell me to upload the log files so they can further review. Days will go by without any communication. It's been nearly 3 weeks, and the case was forwarded to RnD. I will check in with the support engineer every couple of days, and I'm told his manager knows about the situation and they are waiting for RnD. Meanwhile, we have a few clients that are not able to backup to us, and I can't add any new clients. While Arcserve support was never stellar, they stayed on it and worked with you until it was resolved.