Vendors › Veeam
Veeam SLA
99.9%
Uptime commitment
25%
Max service credit
30d
Claim window
Manual
Credit application
standard
Min plan for SLA
Service credit policy
Calculation: tiered · Remedy: credit · Max 25%
| If monthly uptime falls below | Service credit |
|---|---|
| 99.9% | 10% |
| 99.5% | 25% |
How to claim
| Submission method | Support — veeam.com/support.html ↗ |
|---|---|
| Deadline (submission) | 30 days — Submit within 30 days of incident |
| Review timeline | 30 business days |
| Credit applied | Applied to next invoice |
Required evidence: Account ID, Affected services, Incident timestamps, Impact description.
Services (5)
| Service | Category | Uptime | SLA |
|---|---|---|---|
| Veeam Backup & Replication Enterprise backup solution | Backup | 99.9% | eligible |
| Veeam Backup for Microsoft 365 Microsoft 365 backup | Backup | 99.9% | eligible |
| Veeam Cloud Connect Cloud backup service | Cloud Backup | 99.9% | eligible |
| Veeam ONE Backup monitoring and analytics | Monitoring | 99.9% | eligible |
| Veeam Recovery Orchestrator Disaster recovery orchestration | DR | 99.9% | eligible |
Support tiers
| Tier | Price | SLA-eligible | Availability |
|---|---|---|---|
| Standard | Included | Yes | Business hours |
| Enterprise | Custom | Yes | 24/7 |
Common exclusions
- Scheduled maintenance
- Force majeure events
- Customer misconfigurations
- Free tier services
- Beta features
Notes
Veeam is a Storage & Backup provider. See the official SLA at https://www.veeam.com/legal.html.
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