Customer Support
Acronis Cyber Appliance
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:
- Knowledge Base. http://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. You can search by product, key words or choose articles by category. You can also leave comments or feedback on any knowledge base article as well as vote on whether the content was helpful. This will allow Acronis to continuously improve the content for you.
Articles by Product:
Acronis Cyber Protect Cloud
Acronis Cyber Infrastructure
Acronis Cyber Files Cloud
Acronis Cyber Disaster Recovery Cloud
Acronis DLP in Acronis Cyber Protect
Acronis Backup Advanced for vCloud - 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.
- 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.
- 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:
- A customer has provided a valid Acronis Cyber Appliance chassis ID (printed on the label on the appliance).
- 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.
- 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.
- 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.
- 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.
Severity | Definition | Email Response Time | Investigation 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 hour | 24 hours |
Sev. A | Product accessibility issue caused by hardware failure, suspected data loss. Noticeable business impact. | 4 hours | 24 hours |
Sev. B | Loss of existing hardware components redundancy, possible risk of data loss. No immediate business impact. | 4 hours | 36 hours |
Sev. C | Scheduled maintenance with no immediate risk of data loss or business impact. | 8 hours | 48 hours |
Sev. D | Any other requests not directly affecting the operation or availability of the appliance. | 24 hours | 5 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:
- 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.
- 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
- 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/
Support Geo Coverage
The table below describes Geo coverage with covering labor and the repair or replacement of parts.
For questions regarding onsite technician visit in other countries please contact Acronis Support.
Country | NBD on site | Comments |
Austria | yes | |
Belgium | yes | |
Bulgaria | yes | |
Canada | see below | Some limitations in remote areas - details see US/Canada coverage table |
Croatia | yes | |
Cyprus | yes | |
Czech Republic | yes | |
Denmark | yes | |
Egypt | yes | |
Estonia | yes | |
Finland | yes | |
France | yes | Support 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. |
Germany | yes | |
Greece | yes | Support 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. |
Hungary | yes | Limited to Budapest area. Other cities may be available on request |
Iceland | yes | |
Ireland | yes | |
Italy | yes | Support 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. |
Latvia | yes | |
Liechtenstein | yes | |
Lithuania | yes | |
Luxembourg | yes | |
Malta | yes | |
Netherlands | yes | |
Norway | yes | Within 100km radius from major cities: Oslo, Bergen, Trondheim, and Stavanger. Other cities may be available upon request |
Poland | yes | |
Portugal | yes | |
Romania | yes | |
Slovakia | yes | Limited to Bratislava area. Other cities may be available on request |
Slovenia | yes | Limited to Ljubljana area. Other cities may be available on request |
South Africa | yes | Within 100km radius from major cities: Johannesburg, Durban, Bloemfontein, Port Elizabeth, Cape Town. Other cities may be available upon request |
Spain | yes | Support 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. |
Sweden | yes | Within 100km radius from major cities: Stockholm, Malmö, Gothenburg. Other cities may be available upon request |
Switzerland | yes | |
Turquía | yes | |
UAE | yes | |
United Kingdom | yes | Support 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. |
USA | see below | Some limitations in remote areas - details see details see US/Canada coverage table |
US/Canada Coverage
Note: Coverage is possible within max. 50 miles from below ZIP-codes. Contact support if you have any questions.
Location | State | Country | ZIP Code |
Calgary | AB | CA | T3N0A4 |
Vancouver | BC | CA | V6V1P6 |
Paradises | NL | CA | A1L0A7 |
Brampton | ON | CA | L6S6B7 |
Ottawa | ON | CA | K1V7P2 |
Dorval | QC | CA | H9P1J8 |
Anchorage | AK | US | 99503 |
Fairbanks | AK | US | 99702 |
Birmingham | AL | US | 35209 |
Madison | AL | US | 35758 |
Dothan | AL | US | 36301 |
Little Rock | AR | US | 72209 |
Tucson | AZ | US | 85713 |
Yuma | AZ | US | 85365 |
Bullhead City | AZ | US | 86442 |
Tempe | AZ | US | 85282 |
San Leandro | CA | US | 94577 |
Van Nuys | CA | US | 91411 |
McKinleyville | CA | US | 95519 |
San Diego | CA | US | 92123 |
Orange | CA | US | 92865 |
Atascadero | CA | US | 93422 |
Redding | CA | US | 96002 |
Sacramento | CA | US | 95660 |
Bakersfield | CA | US | 93301 |
Los Angeles | CA | US | 90045 |
Fresno | CA | US | 93722 |
Irvine | CA | US | 92614 |
Colorado Spring | CO | US | 80906 |
Durango | CO | US | 81301 |
Aurora | CO | US | 80010 |
Windsor Locks | CT | US | 06095 |
New Castle | DE | US | 19720 |
FT. Lauderdale | FL | US | 33315 |
Orlando | FL | US | 32809 |
Fort Myers | FL | US | 33905 |
Pensacola | FL | US | 32534 |
Jacksonville | FL | US | 32255 |
Doral | FL | US | 33126 |
Tampa | FL | US | 33634 |
Atlanta | GA | US | 30337 |
Savannah | GA | US | 31415 |
Honolulu | HI | US | 96817 |
Des Moines | IA | US | 50313 |
Cedar Rapids | IA | US | 52404 |
Carter Lake | IA | US | 51510 |
Davenport | IA | US | 52806 |
Sioux City | IA | US | 51104 |
Boise | ID | US | 83709 |
Creve Coeur | IL | US | 61610 |
Wood Dale | IL | US | 60191 |
Indianapolis | IN | US | 46241 |
Fort Wayne | IN | US | 46818 |
Wichita | KS | US | 67226 |
Lexington | KY | US | 40511 |
Louisville | KY | US | 40218 |
Erlanger | KY | US | 41018 |
Lafayette | LA | US | 70506 |
Shreveport | LA | US | 71101 |
St. Rose | LA | US | 70087 |
Chelsea | MA | US | 02150 |
Elkridge | MD | US | 21075 |
Portland | ME | US | 04101 |
Bangor | ME | US | 04401 |
Flint | MI | US | 48507 |
Kentwood | MI | US | 49512 |
Romulus | MI | US | 48174 |
Traverse City | MI | US | 49696 |
Duluth | MN | US | 55806 |
Minneapolis | MN | US | 55406 |
N Kansas City | MO | US | 64116 |
Springfield | MO | US | 65802 |
Earth City | MO | US | 63045 |
Cape Girardeau | MO | US | 63701 |
Flowood | MS | US | 39208 |
Helena | MT | US | 59601 |
Billings | MT | US | 59106 |
Wilmington | NC | US | 28405 |
Raleigh | NC | US | 27617 |
Kernersville | NC | US | 27284 |
Charlotte | NC | US | 28208 |
Minot | ND | US | 58701 |
West Fargo | ND | US | 58078 |
Bismarck | ND | US | 58504 |
Manchester | NH | US | 03109 |
Lyndhurst | NJ | US | 07071 |
Edison | NJ | US | 08837 |
Albuquerque | NM | US | 87109 |
N. Las Vegas | NV | US | 89115 |
Reno | NV | US | 89502 |
Rochester | NY | US | 14605 |
Buffalo | NY | US | 14225 |
Guilderland | NY | US | 12084 |
Astoria | NY | US | 11105 |
Syracuse | NY | US | 13206 |
New York | NY | US | 10022 |
Ronkonkoma | NY | US | 11779 |
Columbus | OH | US | 43204 |
Brooklyn Height | OH | US | 44131 |
Maumee | OH | US | 43537 |
Tulsa | OK | US | 74116 |
Oklahoma City | OK | US | 73128 |
Portland | OR | US | 97218 |
Central Point | OR | US | 97502 |
Springfield | OR | US | 97478 |
Hanover Township | PA | US | 18706 |
State College | PA | US | 16803 |
Pittsburgh | PA | US | 15233 |
Folcroft | PA | US | 19032 |
Myrtle Beach | SC | US | 29577 |
Lexington | SC | US | 29072 |
Greer | SC | US | 29650 |
Sioux Falls | SD | US | 57107 |
Rapid City | SD | US | 57701 |
Memphis | TN | US | 38118 |
Nashville | TN | US | 37207 |
Kingsport | TN | US | 37660 |
Alcoa | TN | US | 37701 |
Chattanooga | TN | US | 37421 |
Corpus Christi | TX | US | 78418 |
Amarillo | TX | US | 79118 |
Austin | TX | US | 78758 |
Farmers Branch | TX | US | 75234 |
San Antonio | TX | US | 78216 |
El Paso | TX | US | 79906 |
Houston | TX | US | 77088 |
Lubbock | TX | US | 79423 |
Wichita Falls | TX | US | 76309 |
Beaumont | TX | US | 77707 |
Weslaco | TX | US | 78596 |
Salt Lake City | UT | US | 84104 |
Washington | UT | US | 84780 |
Norfolk | VA | US | 23509 |
Sterling | VA | US | 20164 |
Roanoke | VA | US | 24012 |
Richmond | VA | US | 23233 |
Williston | VT | US | 05495 |
Auburn | WA | US | 98001 |
Spokane Valley | WA | US | 99216 |
Pasco | WA | US | 99301 |
Wenatchee | WA | US | 98801 |
Madison | WI | US | 53716 |
Milwaukee | WI | US | 53207 |
Green Bay | WI | US | 54304 |
Dunbar | WV | US | 25064 |
Huntington | WV | US | 25704 |
Casper | WY | US | 82601 |
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.
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