Customer Service & Support - Acronis

Acronis Support Lifecycle Policy for Mobility Products

There are three phases of support for Acronis mobility products.

Phases of the Support Lifecycle for Mobility Products

Type of SupportMainstreamExtendedSelf-Service
Product documentation, Knowledge Base articles, and forum help available on the Acronis websiteyesyesyes
Full support by Acronis Customer Central, including root cause investigation by developers for all severity issues1yesyes 
Product hotfixes/patches for critical issues, security issues, and OS support updatesyes  
Product hotfixes/patches for selected issues of any severity level2yes  
Cumulative updates, including new functionalityyes  

1 A solution or workaround is provided at Acronis' discretion. If the issue is resolved in the newer version, an upgrade is considered a valid solution.

2 The bugfix will be added to the Product Roadmap. A fix is not guaranteed for all software defects. Triage and fix are at Acronis' discretion.

Important Considerations:
Acronis provides full support for the three latest minor versions of the product. Customers are encouraged to update to the latest available build to ensure they have the most stable and secure version of the product.

Support Lifecycle of Mobility Products

Acronis Access/Files Advanced (formerly Acronis Access Advanced)
ProductsRelease Date Mainstream Support End DateExtended Support End Date
Acronis Files Advanced 8.106 Mar 2018 TBDTBD
Acronis Access 8.021 Sep 2017 TBDTBD
Acronis Access 7.512 Jan 2017 21 Sep 201719 Sep 2019
Acronis Access 7.415 Sep 2016 12 Jan 201721 Sep 2017
Acronis Access 7.35 May 2016 15 Sep 201612 Jan 2017
Acronis Access 7.217 Nov 2015 5 May 201615 Sep 2016
Acronis Access 7.130 Jun 2015 17 Nov 20155 May 2016
Acronis Access 7.011 Nov 2014 30 Jun 201517 Nov 2015
Acronis Access 6.004 Mar 2014 11 Nov 201430 Jun 2015
Acronis Files Connect (formerly ExtremeZ-IP)
ProductsRelease Date Mainstream Support End DateExtended Support End Date
Acronis Files Connect 10.604 Dec 2017 TBDTBD
Acronis Files Connect 10.519 Jun 2017 04 Dec 2017TBD
Acronis Access Connect 1019 May 2015 19 Jun 2017TBD
Acronis ExtremeZ-IP 9.004 Sep 2014 19 May 201519 Jun 2017
ExtremeZ-IP 8.122 Oct 2013 04 Sep 201419 May 2015
Acronis MassTransit
ProductsRelease Date Mainstream Support End DateExtended Support End Date
Acronis MassTransit 8.030 Nov 2017 TBDTBD
Acronis MassTransit 7.713 Dec 2016 30 Nov 201731 May 2019
MassTransit 7.327 Feb 2014 30 Nov 201731 May 2019
MassTransit 7.030 Jun 2010 30 Nov 201731 May 2019
MassTransit 6.010 Nov 2008 30 Jun 201030 Nov 2017*
MassTransit 5.110 Sep 2007 10 Nov 200830 Nov 2017*

*With the release of Acronis MassTransit 8.0, the users of MassTransit 5.x and MassTransit 6.x are given an 18 month window to get upgraded on Acronis MassTransit 8.x (preferably) or Acronis MassTransit 7.x. The Satellite and Application Clients should contact Acronis Mobility Support for more information on the available support options corresponding to their organization’s needs.

The Acronis Products Lifecycle Support Policy is intended exclusively for the benefit of existing Acronis Customers who have purchased Acronis products. It is not intended to apply to other products or to any other third parties. Acronis reserves the right to make changes to its Product Lifecycle Support Policy at its sole discretion and as business needs require. Acronis will update policy statements on the Acronis website to reflect any changes upon their effective date.

The present policy was developed and published in October 2017.