Acronis Support Lifecycle Policy for Mobility Products
There are three phases of support for Acronis mobility products.
- Phase 1: Mainstream Support starts 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 Support starts 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 Support is available 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 | yes | yes | yes |
| Full support by Acronis Customer Central, including root cause investigation by developers for all severity issues1 | yes | yes | |
| Product hotfixes/patches for critical issues, security issues, and OS support updates | yes | ||
| Product hotfixes/patches for selected issues of any severity level2 | yes | ||
| Cumulative updates, including new functionality | yes |
1 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.
2 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 three 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.
Support Lifecycle of Mobility Products
Acronis Access/Files Advanced (formerly Acronis Access Advanced)| Products | Release Date | Mainstream Support End Date | Extended Support End Date |
|---|---|---|---|
| Acronis Files Advanced 8.1 | 06 Mar 2018 | TBD | TBD |
| Acronis Access 8.0 | 21 Sep 2017 | TBD | TBD |
| Acronis Access 7.5 | 12 Jan 2017 | 21 Sep 2017 | 19 Sep 2019 |
| Acronis Access 7.4 | 15 Sep 2016 | 12 Jan 2017 | 21 Sep 2017 |
| Acronis Access 7.3 | 5 May 2016 | 15 Sep 2016 | 12 Jan 2017 |
| Acronis Access 7.2 | 17 Nov 2015 | 5 May 2016 | 15 Sep 2016 |
| Acronis Access 7.1 | 30 Jun 2015 | 17 Nov 2015 | 5 May 2016 |
| Acronis Access 7.0 | 11 Nov 2014 | 30 Jun 2015 | 17 Nov 2015 |
| Acronis Access 6.0 | 04 Mar 2014 | 11 Nov 2014 | 30 Jun 2015 |
| Products | Release Date | Mainstream Support End Date | Extended Support End Date |
|---|---|---|---|
| Acronis Files Connect 10.6 | 04 Dec 2017 | TBD | TBD |
| Acronis Files Connect 10.5 | 19 Jun 2017 | 04 Dec 2017 | TBD |
| Acronis Access Connect 10 | 19 May 2015 | 19 Jun 2017 | TBD |
| Acronis ExtremeZ-IP 9.0 | 04 Sep 2014 | 19 May 2015 | 19 Jun 2017 |
| ExtremeZ-IP 8.1 | 22 Oct 2013 | 04 Sep 2014 | 19 May 2015 |
| Products | Release Date | Mainstream Support End Date | Extended Support End Date |
|---|---|---|---|
| Acronis MassTransit 8.0 | 30 Nov 2017 | TBD | TBD |
| Acronis MassTransit 7.7 | 13 Dec 2016 | 30 Nov 2017 | 31 May 2019 |
| MassTransit 7.3 | 27 Feb 2014 | 30 Nov 2017 | 31 May 2019 |
| MassTransit 7.0 | 30 Jun 2010 | 30 Nov 2017 | 31 May 2019 |
| MassTransit 6.0 | 10 Nov 2008 | 30 Jun 2010 | 30 Nov 2017* |
| MassTransit 5.1 | 10 Sep 2007 | 10 Nov 2008 | 30 Nov 2017* |
*With the release of Acronis MassTransit 8.0, the users of MassTransit 5.x and MassTransit 6.x are given an 18 month window to get upgraded on Acronis MassTransit 8.x (preferably) or Acronis MassTransit 7.x. The Satellite and Application Clients should contact Acronis Mobility Support for more information on the available support options corresponding to their organization’s needs.
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.
The present policy was developed and published in October 2017.