Acronis AdvantageSMIntroduction:Acronis is announcing the launch of the new Acronis AdvantageSM support program, a comprehensive, multi-level, subscription-based support and maintenance program. The new Acronis Advantage program will replace the current Acronis Maintenance and Priority Support program (AMPS) on March 2, 2009. Designed to meet the troubleshooting, customer service, and support demands of our home and corporate customers, the Acronis Advantage support program provides a variety of options including self service, pay-per-incident and subscription models. The Acronis Advantage support program includes an enhanced self-service knowledge base library, expanded pay-per-incident support, and two subscription-based support program options. Our program is designed to provide customers with world-class support service, at a level and cost that meet their specific needs. For the Acronis line of corporate solutions, the first year subscription of either the Acronis Advantage Standard or Premier level of support service is included in cost of each license. The Acronis Advantage support program offers: - A personalized and flexible array of services
- Premier service levels featuring fast response times to critical issues
- Direct interaction with knowledgeable Acronis support professionals
- Online training and demonstration content from field sales professionals
- Help for organizations in meeting their service level agreement (SLA) and Continuity of Operations Programs (COOP) requirements
Frequently Asked Customer Questions:
Q: What is the Acronis Advantage™ support program? A: The Acronis Advantage support program is a multi-level subscription support and maintenance program designed to provide a unique and flexible array of support services. There are two support and maintenance subscription plans available: - Acronis Advantage Standard - Offers access to 12 x 5 support services Monday through Friday, 8am-8pm EST via chat, email and phone with one of our dedicated support professionals. In the event of a critical system error, a support professional will respond within one business day. The first year of support service is included with the purchase of any Acronis corporate product.
- Acronis Advantage Premier - Offers access to 24 x 7 support services available via chat, email and phone. Acronis Advantage Premier customers receive priority support: in the event of a business-critical system error, customers will receive the initial response within one hour. The first year of support service is included with the purchase of any Acronis corporate product.
In addition to the subscription plans, Acronis will also offer: - Support Wizard - A web-based tool designed to provide rapid access to an informative knowledge base that will help end users solve problems and pre-load support issues into our response system for a faster turnaround.
- Expanded Knowledge Base Library - Newly updated with articles detailing how to install products, technical solutions, and tips on how to maximize the capabilities of Acronis products. An enhanced search engine speeds access to relevant articles.
- Pay Per Incident Support - An expanded program that allows customers to purchase support for a single incident from one of Acronis’ dedicated support professionals.
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Q: What is happening to the existing Acronis Maintenance and Priority Support (AMPS) program? A: Based on customer feedback and market demands, Acronis is announcing the new Acronis Advantage support program, which will replace AMPS beginning March 2nd, 2009. Up
Q: Is the AMPS program still valid? A: Customers holding contracts for the existing Acronis Maintenance and Priority Support (AMPS) program will continue to be served under the terms of the agreement through the Acronis Advantage Premier program until the renewal date. When the customer's contract is due for renewal, the customer will be offered one of the new Acronis Advantage programs. Up
Q: When does the new Acronis Advantage program become effective? A: March 2, 2009 Up
Q: Will the SKUs change? A: Yes. Beginning March 2, 2009, all Acronis corporate products will be bundled with either Acronis Advantage Standard or Premier service. As a result, there will be new SKUs that will reflect which Acronis Advantage program has been selected. Up
Q: Will pricing change? A: Effective March 2, 2009, all Acronis corporate solutions will be bundled together with the first year of service and maintenance. Customers will be able to select from one of the following options: - Acronis Advantage Standard: Access to service and support is available during business hours, Monday-Friday. The Standard package pricing is set at 18% of the list price per license.
- Acronis Advantage Premier: Access to service and support available 24-hours per day, seven days a week. The Premier package pricing is set at 22% of the list price per license.
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Q: Are there separate licenses or keys for support still? A: No. The product license key will be used to validate support and maintenance coverage with the Acronis Advantage support program. Up
Q: Do you anticipate any disruptions in support services? A: We do not anticipate any disruptions in service. The new program is designed to provide the best levels of support in the industry. Current Acronis Maintenance and Priority Support (AMPS) customers and customers using the new Acronis Advantage program will be able to receive support services. Up
Q: When does the entitlement to the Acronis Advantage program activate? A: Upon purchase, customers with subscriptions to either Acronis Advantage Standard or Premier can begin using support services. In the case of boxed or consumer products, by going to http://www.acronis.com/support and clicking on the "Start Here" link, customers will be led through a quick wizard and given the correct contact info and options available. Additional proof of purchase may be required. Up
Q: How will a customer receive a list of contact options (email, phone, chat) that they are entitled to? A: By going to http://www.acronis.com/support and clicking on the "Start Here" link, customers will be led through a quick wizard and given the correct contact info and options available. When a customer calls for support, the support professional will check the product serial number for which level of service the customer has purchased. Customers can also log into their "My Account" profile on the Acronis website to view their options and account status. Up
Q: How can a customer get a list of contact options (email, phone, chat) after purchase? A: By going to http://www.acronis.com/support and clicking on the "Start Here" link, customers will be led through a quick wizard and given the correct contact info and options available. When a customer calls for support, the support professional will check the product serial number for which level of service the customer has purchased. Customers can also log into their "My Account" profile on the Acronis website to view their options and account status. Up
Q: Where would a customer obtain the phone number to call for support? A: By going to http://www.acronis.com/support and clicking on the "Start Here" link, customers will be led through a quick wizard and given the correct contact info and options available. When a customer calls for support, the support professional will check the product serial number for which level of service the customer has purchased. Customers can also log into their "My Account" profile on the Acronis website to view their options and account status. Up
Q: How would a customer reach the support web chat function? A: By going to http://www.acronis.com/support and clicking on the "Start Here" link, customers will be led through a wizard and given the correct contact info and options available. When a customer calls for support, the support professional will check the product serial number for which level of service the customer has purchased. Up
Q: I don't have a subscription, what are my options? A: In this scenario, the customer has the following options: - Renew a subscription to either Acronis Advantage program.
- Purchase support through the Pay Per Incident option.
- Corporate customers that have purchased a product in the past 60-days, or consumers that have purchased a home product in the past 30-days are entitled to standard support services.
By going to http://www.acronis.com/support and clicking on the "Start Here" link, customers will be led through a quick wizard and given the correct contact info and options available. Up
Q: I am an Acronis True Image Home user, what are my options? A: Home users have the following support options available: - Purchase support through Pay Per Incident option. Pricing for pay per incident support is $9.95.
- Consumers that have purchased a home product in the past 30-days are entitled to standard support services.
By going to http://www.acronis.com/support and clicking on the "Start Here" link, customers will be led through a quick wizard and given the correct contact info and options available. Up
Q: I use an older product. Can I get support for this? A: Acronis support professionals provide support for the current version and one previous version. Otherwise, a customer may be able to find useful articles, solutions and tips by using the Acronis Knowledge Base found at http://www.acronis.com/support. For customers using older products with a maintenance program, the support professionals will make a "best effort" in providing support. Up
Q: My AMPS contract runs out soon. What are my options? A: Beginning March 2, 2009, a customer can purchase a new subscription to the Acronis Advantage program: - Acronis Advantage Standard - Offers access to 12 x 5 support services Monday through Friday, 8am-8pm EST via chat, email and phone with one of our dedicated support professionals. In the event of a critical system error, a support professional will respond within one business day. The first year of support service is included with the purchase of any Acronis corporate product.
- Acronis Advantage Premier - Offers access to 24 x 7 support services available via chat, email and phone. Acronis Advantage Premier customers receive priority support: in the event of a business-critical system error, customers will receive the initial response within one hour. The first year of support service is included with the purchase of any Acronis corporate product.
If a customer does not want to renew their support and maintenance contract and join the Acronis Advantage program, then they still have the option of purchasing support for a single incident. By going to http://www.acronis.com/support and clicking on the "Start Here" link, customers will be led through a quick wizard and given the correct contact info and options available. Up
Q: Where's the phone number? A: By going to http://www.acronis.com/support and clicking on the "Start Here" link, customers will be led through a quick wizard and given the correct contact info and options available. Up
Q: How do I start a chat? A: By going to http://www.acronis.com/support and clicking on the "Start Here" link, customers will be led through a quick wizard and given the correct contact info and options available. Up
Q: How do I pay for Pay Per Incident (PPI) support? A: By going to http://www.acronis.com/support and clicking on the "Start Here" link, customers will be led through a quick wizard and given the correct contact info and options available. Up
Q: What is the cost of Pay Per Incident support (PPI)? A: For corporate products, the cost of PPI is set at 25% of the cost of a single license; Snap Deploy and Home product PPI support is set at $9.95. Up
Q: I have Acronis Advantage Standard and my system crashed overnight. What are my options? A: In this scenario, the customer can upgrade to Acronis Advantage Premier, Pay Per Incident support, or wait till their 12 x 5 program coverage starts again. Up
Q: Can I downgrade from Acronis Advantage Premier to Standard? A: At the time of renewal, customers can adjust their level of service. Up
Q: Are there separate support keys? A: With the launch of the Acronis Advantage program, there are no longer separate support keys needed. The product license number is now used to validate the level of support services available. Up
Q: Does Acronis provide free support? A: Acronis provides free support for Home and Home Office products within 30 days after purchasing the product. Up
Q: What is required to get support from Acronis? A: Acronis Advantage: Subscription-based customers will need a valid product license to get support through the Acronis Advantage program. Pay Per Incident: Customers not enrolled in Acronis Advantage Standard or Premier (or legacy AMPS customers) can choose to purchase support for a single incident. Customers need to purchase support on http://www.acronis.com/support . Knowledge base: Customer not wishing to purchase support for a single incident, or enrolling in the Acronis Advantage program can use the knowledge base library to search for articles on how to fix their particular issue. Recent Purchases (for Home and Home Office products only): Customers that purchased a Home or Home Office product are entitled to standard support for 30 days after the purchase. By going to http://www.acronis.com/support and clicking on the "Start Here" link, customers will be led through a quick wizard and given the correct contact info and options available. Up
Q: What is the definition of an incident? A: Acronis defines an incident as one technical problem, limited in scope. Up
Q: What levels of Issue Severity are there? A: There are four levels, Severity A, Severity B, Severity C, and Severity D. - Severity A: Business down/Severe issue, available for corporate products only
- Severity B: Large issues (critical time sensitivity), but not Business down
- Severity C: Moderate priority issue
- Severity D: Minor issue
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Q: Can you tell me approximately how long I'll have to wait for an initial response? A: Response times vary with each program. Please see the datasheet on http://www.acronis.com/support for details on estimated response times for each program. Up
Q: How can I provide feedback about my support experience? A: By going to http://www.acronis.com/support, customers can find a link to support experience feedback. Up
Q: Do I have to pay if I just have a quick question, or if it only takes a few minutes to get a resolution? A: For customer service related questions, customers can contact them at any time. For support related issues, customer that have recently purchased a license (in the past 30 days for home products, and in the past 60 days for corporate products) can contact support via chat and email at no charge. Customers enrolled in the Acronis Advantage program can contact support, following the terms of the program they are enrolled in. Customers can also purchase support for a single incident through the Pay Per Incident option. Details for each option can be found at http://www.acronis.com/support. Up
Q: Will I be able to talk to the same support professional if I need to initiate a further support request? A: Depending on the support staff scheduling, you may be able to talk with the same person. If scheduling does not permit, another support professional will be able to review the case status and continue to provide support. Up
Acronis Licensing FAQQ: What is your general licensing policy? How do I calculate the amount of licenses I need? A: Acronis licensing policy is based on the amount of hardware (or virtual) workstations you plan to use software on. For examples, in the case that you have 2 PCs you will need 2 licenses of the software. If you are not sure what product to choose, please take advantage of the Acronis Product Selection Guide. Up
Q: How many licenses of Acronis True Image Echo Enterprise Server are needed if I plan to manage one server locally and two servers remotely? A: In this example, you need to have 3 licenses of Acronis True Image Echo Enterprise Server. It does not matter whether you manage servers locally or remotely – every physical (or virtual) machine requires a separate license. Up
Q: How many licenses do I need if my servers reside in a virtual environment? A: Each server, physical or virtual, needs a license. Acronis offers a cost saving Virtual Edition for companies backing up five or more virtual servers on a physical server. Up
Q: How many licenses are required if I have two (or more) operating systems on a PC or workstation? A: Only one license is required because there is only one physical PC or workstation. Up
Q: Do I need a license to run Acronis Bootable Rescue Media? A: Yes, you need a license for each machine, regardless if you are running it from an Operating System or Bootable Media. Up
Q: Can I use Acronis True Image Home products in my business environment? A: It is not recommended because corporate level products have additional features over the Home products, can be centrally managed, and support additional hardware devices designed for business environments. Up
Q: Does Acronis Snap Deploy Management Agent require a license for installation (not deployment)? A: Yes, you will need a separate license to install Acronis Snap Deploy Management Agent. Up
Q: Can I install the Acronis product that I already have on a new PC or workstation? A: You can use your existing license to install the software on a new PC or workstation if your previous system has been decommissioned. Up
Q: What components of Acronis Snap Deploy require licenses? A: Acronis Snap Deploy requires a license for the following: - to install Management Agent;
- to deploy some image to the target location - one license per each target.
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Q: What components of Acronis True Image Echo Enterprise Server/Workstation require licenses? A: The following components require licenses: - Acronis True Image Echo Enterprise Server/Workstation local version;
- Acronis True Image Echo Enterprise Server/Workstation agent;
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Q: Does Acronis Universal Restore/Universal Deploy require separate licenses? A: Universal Restore and Universal Deploy add-ons are licensed separately. Up
Q: Is there a way to purchase Acronis corporate products without a maintenance agreement? A: No. The first year of Acronis Advantage maintenance is packaged with all enterprise products with one exception - a single license of Acronis True Image Echo Workstation can be purchased without maintenance. Beginning March 2, 2009, all Acronis corporate products will include the first year of the subscription-based Acronis Advantage support and maintenance program with the product. Up
Q: Can I make a copy of the software? A: You are allowed to make a single copy of the software for archival purposes. Up
Q: Do I need to uninstall the trial version of the software before installing a full version? A: Yes. The trial version of the software needs to be uninstalled with the exception of Acronis True Image Home 2009, Acronis Recovery for SQL, Acronis Recovery for Microsoft Exchange, and products that use Acronis License Server. Up
Please note that this list of common questions and answers has no legal effect. Please find Acronis official EULA for Consumer and Enterprise products below: | 
