Customer Support

Acronis Advantage®

Acronis Advantage® Delivers Enhanced Support and Maintenance to Customers Worldwide

Designed to meet the customer service, support, and troubleshooting demands of our home and corporate customers, the Acronis Advantage program provides a variety of support options including a self service, pay-per-incident or subscription plan.

An enhanced self-service knowledge base library, expanded pay-per-incident support, and three subscription-based support programs aimed to provide customers with world-class service, at a level and cost that meet specific support needs. For the Acronis® line of corporate products, the first year subscription of either the Acronis Advantage Standard or Premier level of service is included.

The Acronis Advantage program offers:

A personalized and flexible array of services
Premier service levels featuring fast response times to critical issues
Direct interaction with knowledgeable Acronis support professionals
Help for organizations in meeting their service level agreement (SLA) and Continuity of Operations Programs (COOP) requirements

Acronis Advantage for Business products

Acronis Advantage Premier – Offers 24 x 7 support services available via phone, chat, and email. Acronis Advantage Premier customers receive priority support in the event of a business-critical system error (severity A), customers will receive the initial response within one hour. The first year of service is included with the Acronis line of corporate products.

Acronis Advantage for Personal products

Standard Support 24 x 7* for perpetual products - via email and chat; for subscriptions - via email, chat and phone. Check support lifecycle
Pay Per Incident - An expanded program that allows customers to purchase a single priority support incident, handled by one of Acronis’ dedicated support professionals, later 30 days after purchase.
Acronis provides warranty support for recovery issues. If you have difficulties restoring data from your backup archive, you can get support to restore the data at no charge.

*Please note that phone and chat support is only provided in English during non-business hours.

Additional Support Service Enhancements:

Online Troubleshooter — A web-based tool designed to give rapid access to an issue-specific knowledge base that will help solve problems and pre-load their support issue into a response system for a faster turnaround.

Knowledge Base — newly updated with articles detailing how to install products, technical solutions, and tips on how to maximize the capabilities of Acronis products. An enhanced search engine speeds access to relevant articles.

Acronis Business Products*

	Self Service	Customer Service	Trial Product Support	Acronis® AdvantageSM Premier
Terms	Access to Knowledge Base articles and documentation	Administrative, license/serial number, web navigation, download, or promotional offer issues	Valid for length of the trial	Subscription based support	Subscription based support
Pricing	Free	N/A	Free	Subscription based; First year of service included in purchase price	Included in subscription
Pricing	Free	N/A	Free	Subscription based; First year of service included in purchase price	Included in subscription
Scope of Service	Unlimited	Unlimited**	Within trial period	Unlimited* within subscription period	Unlimited* within subscription period
Availability	24 x 7	12 x 5	24 x 7 ***	24 x 7 ***	24 x 7 ***
Support Method	Online library	Email, chat	Email, chat	Email, chat, phone	Email, chat, phone
First Response Time for Critical Problems	No Charge	3 Business days	3 Business days	1 hour (For immediate assistance use chat or phone. Initial response time to email is up to 24 hours)	1 hour (For immediate assistance use chat or phone. Initial response time to email is up to 24 hours)
Software Updates	N/A	N/A	Yes	Yes	Yes
Upgrades to New Versions	N/A	N/A	N/A	Yes	Yes

To renew your support subscription please fill in the form

Acronis Home Products*

	Self Service	Customer Service	Trial Product Support	Standard Support	Subscription Support	Premium Support
Terms	Access to Knowledge Base articles and documentation	Administrative, license/serial number, web navigation, download, or promotional offer issues	Valid for length of the trial	Valid during support lifecycle	Subscription based support	Subscription based support
Pricing	Free	N/A	Free	Free	Free	Free
Scope of Service	Unlimited	Unlimited**	Within trial period	Unlimited**	Unlimited**	Unlimited**
Availability	Online	24 x 7 ***	24 x 7 ***	24 x 7 ***	24 x 7 ***	24 x 7 ***
Availability	Online	24 x 7 ***	24 x 7 ***	24 x 7 ***	24 x 7 ***	24 x 7 ***
Support Method	Online library	Email, chat & self-service through personal account	Email, chat, paid phone	Email, chat, paid phone	Email, chat, free phone	Email, chat, free phone
Support Method	Online library	Email, chat & self-service through personal account	Email, chat, paid phone	Email, chat, paid phone	Email, chat, free phone	Email, chat, free phone
Email Response Time	No Charge	3 Business Days	3 Business Days	3 Business Days	3 Business Days	1 Business Day (For immediate assistance use chat or phone)
Software Updates	N/A	N/A	Yes	Yes	Yes	Yes
Free Upgrades	N/A	N/A	N/A	N/A	Yes	Yes

* Support current version plus one version back. All other versions are supported via knowledge base.

** Within commercially reasonable limits.

*** Please note that phone and chat support is only provided in English during non-business hours.

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