35
Platinum sponsors: Mikhail Zolkin, Regional Director, Support, Veeam Alexander Shelemin, Technical Support Engineer, Veeam
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.
https://twitter.com/VeeamKB
http://forums.veeam.com/
Thank you!
