Customer Support

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:

  1. Knowledge Base. https://kb.acronis.com/. Acronis knowledge base is a repository of thousands of articles about existing issues, frequently asked questions and step-by-step instructions on how to use our products.

    Articles by Product:
    Acronis Cyber Cloud
    Acronis Cyber Protect 15
    Acronis Cyber Backup 12.5
    Acronis Files Cloud
    Acronis Cyber Infrastructure
    Acronis Cyber Appliance 15000 Series
  2. User Guides. https://www.acronis.com/support/documentation/. Acronis product user guides help you find information on our products like, how the product works, what the system requirements are, how to install the product, basic features and functions of the product, and more. You can also download data sheets, installation guides, quick start guide, command line references, whitepapers, and IDC viewpoints there.
  3. Acronis Community Forum. The Acronis forum is available at https://forum.acronis.com/. On the Acronis forum one may share and discuss the best practices with the live community of Acronis employees and partners.
  4. Product Trainings. https://kb.acronis.com/msptraining. Acronis provides free access to training webinars and recorded materials on basic troubleshooting tips and tricks for the various products and demonstrates optimal ways to report the complex issues to Acronis Support in order to minimize the turnaround time of an incident.

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:

  1. A customer has provided a valid Acronis Cyber Appliance chassis ID (printed on the label on the appliance).
  2. The warranty and support period for the hardware in question is still valid either due to 3 years period not passed since the date of delivery or a customer has a valid maintenance and support period extension purchased.
  3. The issue occurred with a hardware component that initially came with the product or has been provided by Acronis earlier as a replacement. The maintenance does not cover components added by a customer or a 3rd party.
  4. The product has only been serviced by an authorized technician and/or undergone hot swappable parts replacement by a customer explicitly authorized by Acronis support earlier. There are no signs of tampering with the faulty component either visible or reported in the product internal logging system.
  5. A customer has provided Acronis support personnel with all the required information to determine the root cause of the issue including but not limited to: remote Acronis Cyber Infrastructure product management interface access, IPMI interface access, photos of the product chassis and/or component in question.

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.

SeverityDefinitionEmail Response TimeInvestigation Time
Sev. 0 Production down incident involving the product malfunction. Critical business impact.
NOTE: Please call Acronis Support hotline available at https://account.acronis.com after submitting such incident to be eligible for urgent response time.
1 hour24 hours
Sev. AProduct accessibility issue caused by hardware failure, suspected data loss. Noticeable business impact.4 hours24 hours
Sev. BLoss of existing hardware components redundancy, possible risk of data loss. No immediate business impact.4 hours36 hours
Sev. CScheduled maintenance with no immediate risk of data loss or business impact.8 hours48 hours
Sev. DAny other requests not directly affecting the operation or availability of the appliance.24 hours5 business days

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:

  1. Confirmation on the faulty hardware component and its replacement. Replacement parts are to be shipped or a certified technician to reach out to the customer and schedule on-site visit within the target time.
  2. Recommendations on the configuration changes and/or software update to mitigate the issue are to be provided to a customer within the target time; or
  3. The issue identified to be caused by 3rd party hardware or software. Or not covered by the terms of support and maintenance for the Appliance.

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/

The table below describes Geo coverage with covering labor and the repair or replacement of parts. For US/Canada coverage click here.

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

CountryNBD on siteComments
Austriayes 
Belgiumyes 
Bulgariayes 
Canadasee belowSome limitations in remote areas - details see US/Canada coverage table
Croatiayes 
Cyprusyes 
Czech Republicyes 
Denmarkyes 
Egyptyes 
Estoniayes 
Finlandyes 
FranceyesSupport may be limited in some areas. Islands are not included in the coverage in general; however, they can be available on a T&M basis. Please contact us for details.
Germanyyes 
GreeceyesSupport may be limited in some areas. Islands are not included in the coverage in general; however, they can be available on a T&M basis. Please contact us for details.
HungaryyesLimited to Budapest area. Other cities may be available on request
Icelandyes 
Irelandyes 
ItalyyesSupport may be limited in some areas. Islands are not included in the coverage in general; however, they can be available on a T&M basis. Please contact us for details.
Latviayes 
Liechtensteinyes 
Lithuaniayes 
Luxembourgyes 
Maltayes 
Netherlandsyes 
NorwayyesWithin 100km radius from major cities: Oslo, Bergen, Trondheim, and Stavanger. Other cities may be available upon request
Polandyes 
Portugalyes 
Romaniayes 
SlovakiayesLimited to Bratislava area. Other cities may be available on request
SloveniayesLimited to Ljubljana area. Other cities may be available on request
South AfricayesWithin 100km radius from major cities: Johannesburg, Durban, Bloemfontein, Port Elizabeth, Cape Town. Other cities may be available upon request
SpainyesSupport may be limited in some areas. Islands are not included in the coverage in general; however, they can be available on a T&M basis. Please contact us for details.
SwedenyesWithin 100km radius from major cities: Stockholm, Malmö, Gothenburg. Other cities may be available upon request
Switzerlandyes 
Turkeyyes 
UAEyes 
United KingdomyesSupport may be limited in some "remote-areas". Islands are not included in the coverage in general; however, they can be available on a T&M basis. Please contact us for details.
USAsee belowSome limitations in remote areas - details see details see US/Canada coverage table

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

LocationStateCountryZIP Code
CalgaryABCAT3N0A4
VancouverBCCAV6V1P6
ParadisesNLCAA1L0A7
BramptonONCAL6S6B7
OttawaONCAK1V7P2
DorvalQCCAH9P1J8
AnchorageAKUS99503
FairbanksAKUS99702
BirminghamALUS35209
MadisonALUS35758
DothanALUS36301
Little RockARUS72209
TucsonAZUS85713
YumaAZUS85365
Bullhead CityAZUS86442
TempeAZUS85282
San LeandroCAUS94577
Van NuysCAUS91411
McKinleyvilleCAUS95519
San DiegoCAUS92123
OrangeCAUS92865
AtascaderoCAUS93422
ReddingCAUS96002
SacramentoCAUS95660
BakersfieldCAUS93301
Los AngelesCAUS90045
FresnoCAUS93722
IrvineCAUS92614
Colorado SpringCOUS80906
DurangoCOUS81301
AuroraCOUS80010
Windsor LocksCTUS06095
New CastleDEUS19720
FT. LauderdaleFLUS33315
OrlandoFLUS32809
Fort MyersFLUS33905
PensacolaFLUS32534
JacksonvilleFLUS32255
DoralFLUS33126
TampaFLUS33634
AtlantaGAUS30337
SavannahGAUS31415
HonoluluHIUS96817
Des MoinesIAUS50313
Cedar RapidsIAUS52404
Carter LakeIAUS51510
DavenportIAUS52806
Sioux CityIAUS51104
BoiseIDUS83709
Creve CoeurILUS61610
Wood DaleILUS60191
IndianapolisINUS46241
Fort WayneINUS46818
WichitaKSUS67226
LexingtonKYUS40511
LouisvilleKYUS40218
ErlangerKYUS41018
LafayetteLAUS70506
ShreveportLAUS71101
St. RoseLAUS70087
ChelseaMAUS02150
ElkridgeMDUS21075
PortlandMEUS04101
BangorMEUS04401
FlintMIUS48507
KentwoodMIUS49512
RomulusMIUS48174
Traverse CityMIUS49696
DuluthMNUS55806
MinneapolisMNUS55406
N Kansas CityMOUS64116
SpringfieldMOUS65802
Earth CityMOUS63045
Cape GirardeauMOUS63701
FlowoodMSUS39208
HelenaMTUS59601
BillingsMTUS59106
WilmingtonNCUS28405
RaleighNCUS27617
KernersvilleNCUS27284
CharlotteNCUS28208
MinotNDUS58701
West FargoNDUS58078
BismarckNDUS58504
ManchesterNHUS03109
LyndhurstNJUS07071
EdisonNJUS08837
AlbuquerqueNMUS87109
N. Las VegasNVUS89115
RenoNVUS89502
RochesterNYUS14605
BuffaloNYUS14225
GuilderlandNYUS12084
AstoriaNYUS11105
SyracuseNYUS13206
New YorkNYUS10022
RonkonkomaNYUS11779
ColumbusOHUS43204
Brooklyn HeightOHUS44131
MaumeeOHUS43537
TulsaOKUS74116
Oklahoma CityOKUS73128
PortlandORUS97218
Central PointORUS97502
SpringfieldORUS97478
Hanover TownshipPAUS18706
State CollegePAUS16803
PittsburghPAUS15233
FolcroftPAUS19032
Myrtle BeachSCUS29577
LexingtonSCUS29072
GreerSCUS29650
Sioux FallsSDUS57107
Rapid CitySDUS57701
MemphisTNUS38118
NashvilleTNUS37207
KingsportTNUS37660
AlcoaTNUS37701
ChattanoogaTNUS37421
Corpus ChristiTXUS78418
AmarilloTXUS79118
AustinTXUS78758
Farmers BranchTXUS75234
San AntonioTXUS78216
El PasoTXUS79906
HoustonTXUS77088
LubbockTXUS79423
Wichita FallsTXUS76309
BeaumontTXUS77707
WeslacoTXUS78596
Salt Lake CityUTUS84104
WashingtonUTUS84780
NorfolkVAUS23509
SterlingVAUS20164
RoanokeVAUS24012
RichmondVAUS23233
WillistonVTUS05495
AuburnWAUS98001
Spokane ValleyWAUS99216
PascoWAUS99301
WenatcheeWAUS98801
MadisonWIUS53716
MilwaukeeWIUS53207
Green BayWIUS54304
DunbarWVUS25064
HuntingtonWVUS25704
CasperWYUS82601

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.