Acronis Initial Setup Service ("Service") allows Customer ("You" or "Customer") to schedule a live 1:1 phone call and a remote desktop session with a priority support engineer, who will assist you with the first product setup*. During this call you will get personalized help installing Acronis True Image, guiding you through the product options and configuring Acronis Cyber Protection features to best meet your needs.
* Please note that Acronis Initial Setup Service is intended to be used for the initial setup of the product only. For issues with already installed product, please contact Support.
| Phone call from a support engineer at time convenient for you | |
| Remote connection to your computer (PC or Mac) via one of remote connection tools (for example Zoom ®) – 1 session | |
| For product versions out of Extended Support End Date in Acronis Lifecycle policy: license activation assistance only | |
| For product versions within Mainstream Support period: | |
| Product installation on one machine | |
| Product interface guidance | |
| Configuration and launch of the backup plan according to best practices | |
| Overview of the main Acronis True Image options | |
| Bootable Media creation | |
| Product installation and backup setup on one mobile device at request | |
| Cyber Protection features configuration on one machine (Active Protection, Antivirus, Vulnerability Assessment) according to industry best practices and your needs | |
| Follow-up mail with the session summary and best practices for the future product usage | |
* The service on non-English languages is provided Monday-Friday 8AM – 6PM (CET) and excludes weekends and public national holidays. The service scheduled outside of local business hours is provided in English.
| Installation of the product on second (or additional) computers or mobile devices | x |
| Presence of the Support engineer until the backup is completed (as the first backup can take up to several hours) | x |
| Any other operation other than installation and backup launch (cloning, recovery, etc.) | x |
| For product versions out of Extended Support End Date in Acronis Lifecycle policy: any assistance beyond license activation | x |
Within 30 days of the purchase date, a full refund of Service may be requested if the Service was not used.
The computer system (including operating system version), the network, and the storage device of Customer must meet current system requirements. In case if any technical problems appear in the course of installation, they will be resolved during the session. If further investigation is needed, the session will be continued as soon as the problem is completely fixed.
If our support team can’t assist you with a successful installation of the product or backup configuration, we will refund the Initial Setup fee and/or the Acronis True Image purchase price, per our standard return policies.
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