Acronis Per-incident Support

Organizations or end users using Acronis software solutions can now receive priority support at a reasonable price. Acronis Per-incident Support (APIS) enables you to purchase priority support for one incident. Thus, whenever you have a problem requiring a prompt solution or a question to be answered immediately, you can contact Acronis Priority Support via telephone and dedicated email and have the issue handled by the most appropriate person — competent and experienced Acronis Customer Service engineer.

What constitutes an incident?

An "Incident" is defined as the service event starting from the initial customer call until closure, or resolution of the problem or issue. An incident is an issue that focuses on one aspect of the product - e.g. assistance with a specific problem or error message. Our Support Engineers always make reasonable efforts to resolve the issue but cannot guarantee all issues are resolved.

What defines a resolved incident?

Once an issue is accepted as being within the extent of technical support, resolution of a technical support issue shall be defined as accomplishing any one of the following:

• Providing a reasonable solution to the issue.
• Providing a reasonable work-around to the issue.
• Determining that the issue is in fact an enhancement request and forwarding the request to the product management team.
• Escalating the incident/issue to the development team for review.
• Determination that the open issue cannot be resolved and is closed.

How to contact Priority Support

After purchasing Per-incident Support you will get an email with priority support contacts (phone number) and a priority support license serial number. Please keep this number - you will need to provide it when calling for priority support.