If a Partner cannot find a solution in Acronis User Guide, Knowledge Base or Forum, he or she should escalate the case to Acronis T2 Support by sending an email to MSP support e-mail address or submitting a case through Acronis Support page using the following template:
1. Customer cloud account name*: Login name used by the End User (for the account where issue is reproduced).
2. Pick the Severity*:
| Sev 0 | Acronis Cyber Disaster Recovery Cloud incidents only. Recovery server in production cannot be used for production purposes. |
| Sev A | Business operations are down or non-operational. Multiple / all machines are affected. |
| Sev B | Major product or service feature affected. One/few machines are affected. |
| Sev C | Product or service is affected to a limited degree, with irregular behavior happening only under specific conditions. |
| Sev D | How-to; pre-sales; minor usability; GUI; questions about product functionality, requirements, setup |
3. Subject*
4. Describe your request*
5. Additional information
*Obligatory
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