Acronis Initial Setup Service for Acronis True Image

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.

By purchasing the Service you agree to the following terms:

  • The Service is available for the newest version of Acronis True Image (starting from 2024 version) and Acronis Cyber Protect Home Office. It is not available for trial versions of Acronis True Image. For older versions of Acronis True Image (2019-2021), the Service is available only for license activation assistance.
  • One Service license is valid for one setup session on a single machine and one mobile device.
  • Your computer must meet the system and network requirements as stated on
  • You must have sufficient space on the destination storage (an external USB drive, a NAS device, or Acronis Cloud) to perform a backup.
  • You must have access to your computer, the target storage device, and a quality telephone connection that can accept inbound calls.
  • Blank physical media (CD, DVD or USB flash drive) must be prepared in advance to create a rescue bootable media.
  • Please make sure you have enough time for the session (the approximate duration is one hour).
  • The Service must be used within 365 days of purchase.
  • The Service is available in English, German, French and Italian*
  • Please note that the standard support options available for your product outside the Service depend on the type of license purchased:

What is included in the Service

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.

What is not included in Initial Setup Service?

Installation of the product on second (or additional) computers or mobile devices
Presence of the Support engineer until the backup is completed
(as the first backup can take up to several hours)
Any other operation other than installation and backup launch (cloning, recovery, etc.)
For product versions out of Extended Support End Date in Acronis Lifecycle policy: any assistance beyond license activation

Refund policy

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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