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- Phase 1: Mainstream supportStarts from the release date and lasts until the next major product version is released. The entire scope of support services is provided during this phase.
- Phase 2: Extended supportStarts when the Mainstream Support phase ends and lasts for a specific duration (usually until the two new major product versions have been released). Limited support services are provided.
- Phase 3: Self-Service supportAvailable for three additional years after the Extended Support phase ends. It includes Acronis online Knowledge Base articles, FAQs, troubleshooting tools, and other resources to help customers resolve common issues.
Phases of the Support Lifecycle for Mobility Products
Type of Support
Mainstream
Extended
Self-Service
Product documentation, Knowledge Base articles, and forum help available on the Acronis website | |||
Full support by Acronis Support, including root cause investigation by developers for all severity issues * | |||
Product hotfixes/patches for critical issues, security issues, and OS support updates | |||
Product hotfixes/patches for selected issues of any severity level ** | |||
Cumulative updates, including new functionality |
* A solution or workaround is provided at Acronis’ discretion. If the issue is resolved in the newer version, an upgrade is considered a valid solution.
** The bugfix will be added to the Product Roadmap. A fix is not guaranteed for all software defects. Triage and fix are at Acronis\’ discretion.
Important Considerations:
Acronis provides full support for the two latest minor versions of the product. Customers are encouraged to update to the latest available build to ensure they have the most stable and secure version of the product.
The Acronis Products Lifecycle Support Policy is intended exclusively for the benefit of existing Acronis Customers who have purchased Acronis products. It is not intended to apply to other products or to any other third parties. Acronis reserves the right to make changes to its Product Lifecycle Support Policy at its sole discretion and as business needs require. Acronis will update policy statements on the Acronis website to reflect any changes upon their effective date.
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