---
title: Customer Support
description: Acronis customer service and support. Product updates, troubleshooting, downloads and documentation and more. Contact us for immediate assistance.
canonical_url: https://www.acronis.com/en/support/serviceprovidertemplate/
locale: en
last_updated: 2026-10-11
---

# Customer Support

# Support Request Template for Service Providers

If a Partner cannot find a solution in Acronis User Guide, Knowledge Base or Forum, he or she should escalate the case to Acronis T2 Support by sending an email to MSP support e-mail address or submitting a case through [Acronis Support page](https://partners.acronis.com/login) using the following template:

**1. Customer cloud account name*:** Login name used by the End User (for the account where issue is reproduced).

**2. Pick the Severity*:**

|  |  |
| --- | --- |
| Sev A | Business operations are down or non-operational. Multiple / all machines are affected. |
| Sev B | Major product or service feature affected. One/few machines are affected. |
| Sev C | Product or service is affected to a limited degree, with irregular behavior happening only under specific conditions. |
| Sev D | How-to; pre-sales; minor usability; GUI; questions about product functionality, requirements, setup |

[Detailed description of each Severity](https://www.acronis.com/en-us/support/serviceproviderguidelines/)

**3. Subject***

**4. Describe your request***

*   4.1. Issue description, error message and affected machines names 
*   4.2. Step-by-step actions that lead to the issue 
*   4.3. Time/date when the issue occurred. Did it happen after upgrade or environment changes? 
*   4.4. Expected results 

**5. Additional information**

*   5.1. Which steps /KB articles you tried to resolve the issue. 
*   5.2. (for Acronis Cyber Infrastructure only) Remote access credentials for the affected storage cluster per the article [https://kb.acronis.com/sdiremote](https://kb.acronis.com/sdiremote) 

*Obligatory