Customer Support

Customer Service & Support

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. During this call you will get personalized help installing Acronis True Image, guiding you through the product options and configuring a backup plan to best meet your needs.


By purchasing the Service you agree to the following terms:

  • The Service is available for all editions of Acronis True Image 2021. It is not available for trial versions of Acronis True Image.
  • 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*yes
Remote connection to your computer (PC or Mac) via Teamviewer or Webex – 1 sessionyes
Product installation on one machineyes
Product interface guidanceyes
Configuration and launch of the backup plan according to best practicesyes
Overview of the main Acronis True Image optionsyes
Bootable Media creationyes
Product installation and backup setup on one mobile device at requestyes
Follow-up mail with the session summary and best practices for the future product usageyes

*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 devicesx
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.)

Acronis True Image Standard users that require technical support via phone must purchase Pay Per Incident (PPI) support.

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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