Acronis Cyber Appliance

Introduction

Acronis Cyber Appliance is a specially-engineered hardware appliance with the Acronis Cyber Infrastructure software pre-installed on five servers in a 3RU rack-mountable chassis. A configuration wizard completes the cluster deployment in 15 minutes from start to finish. For cold storage scenarios, Acronis Cyber Appliance is the most efficient way to deploy the same software that Acronis uses to manage more than 250PB of storage in the Acronis Data Centers.

Acronis is committed to provide maintenance and support services to Acronis Cyber Appliance 15000 Series customers.

This document covers the details on hardware product components support for Acronis Cyber Appliance.

Support Channels

Acronis provides the customers and partners with 24/7 self-service options for the products. Acronis encourages to start any incident troubleshooting with-self-service options available as a product administrator has the best understanding of its environment and deployment configuration. Self service options include:

Acronis Cyber Appliance customers with an active support and maintenance contract are entitled to 24/7 support services via phone and email. Acronis provides single point of contact for any issues related to Acronis Cyber Appliance product, available at https://account.acronis.com.

A customer must be able to provide Acronis Cyber Infrastructure license key information and/or Acronis Cyber Appliance chassis unique ID in order to access Acronis support services.

Scope of Support

Acronis Cyber Appliance customers may receive up to thirty-six (36) months of maintenance for the hardware chassis of the appliance beginning at delivery. The hardware maintenance covers the initial diagnostics of an issue by Acronis representative and shipment of replacement parts and/or onsite technician visit for replacement (where available).

A customer is eligible for hardware support and warranty only if the all of the following criteria are met:

Support Service Levels

Acronis support provides the following response and troubleshooting target times depending on the issue severity.

Please keep in mind that Acronis encourages the customers to use support hotline in case of the urgent issues.

Email response time – the time for Acronis support to respond on a submitted ticket and either provide the next troubleshooting steps for a customer or request the missing information to begin troubleshooting.

Investigation time – the time for Acronis support to investigate an issue according to the available information and provide the customer with the resolution. The investigation time starts after Acronis Support first response to an incident. Time while Acronis Support waits for an incident requestor to provide an information necessary to proceed with the troubleshooting is not counted against the Investigation Time metric. The outcome of the investigation may be one of the following:

Please be aware that the target investigation time might be extended during the weekends due the limited availability of logistics services associated with replacement parts shipment and onsite technician dispatch. Acronis will be providing best endeavor support for Sev. A and B incidents occurred on weekends.

Support Lifecycle

Navigate to product lifecycle Information available at https://www.acronis.com/en-us/support/lifecycle/

Support Geo Coverage

The table below describes Geo coverage with covering labor and the repair or replacement of parts.

For questions regarding onsite technician visit in other countries please contact Acronis Support.

US/Canada Coverage

Note: Coverage is possible within max. 50 miles from below ZIP-codes. Contact support if you have any questions.

Return Material Authorization

Parts Returns. After Acronis provides a resolution pursuant to the Support Service Levels section above, and either (A) Acronis authorizes the Customer to make a replacement of the component, or (B) Customer ’s location makes an onsite visit impracticable, as determined by Acronis in its reasonable discretion, then Customer must request from Acronis a Return Material Authorization ("RMA") via https://account.acronis.com. After Acronis support team processes the return request and if Acronis support team confirms that the request is valid, Acronis will furnish Customer with the proper documentation and information to return the part in exchange for a new part from the Manufacturer.

Acronis Cyber Appliance Parts

The complete list of Acronis Cyber Appliance parts that are covered by the hardware support and warranty is available here - https://kb.acronis.com/applianceparts.