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Customer Support
Acronis Advantage®
Acronis Advantage® Delivers Enhanced Support and Maintenance to Customers Worldwide
Designed to meet the customer service, support, and troubleshooting demands of our home and corporate customers, the Acronis Advantage program provides a variety of support options including a self service, warranty support for recovery issues or subscription plan.
An enhanced self-service knowledge base library, online troubleshooter, and three subscription-based support programs aimed to provide customers with world-class service, at a level and cost that meet specific support needs. For the Acronis® line of corporate products, the first year subscription of either the Acronis Advantage Standard or Premier level of service is included.
The Acronis Advantage program offers:
- A personalized and flexible array of services
- Premier service levels featuring fast response times to critical issues
- Direct interaction with knowledgeable Acronis support professionals
- Help for organizations in meeting their service level agreement (SLA) and Continuity of Operations Programs (COOP) requirements
Acronis Advantage for Business products
- Acronis Advantage Premier – Offers 24 x 7 support services available via phone, chat, and email. Acronis Advantage Premier customers receive priority support in the event of a business-critical system error (severity A), customers will receive the initial response within one hour. The first year of service is included with the Acronis line of corporate products.
Acronis Advantage for Personal products
- Standard Support 24 x 7* for perpetual products - via email and chat; for subscriptions - via email, chat and phone. Check support lifecycle
- Acronis provides warranty support for recovery issues. If you have difficulties restoring data from your backup archive, you can get support to restore the data at no charge.
*Please note that phone and chat support is only provided in English during non-business hours.
Additional Support Service Enhancements:
Online Troubleshooter — A web-based tool designed to give rapid access to an issue-specific knowledge base that will help solve problems and pre-load their support issue into a response system for a faster turnaround.
Knowledge Base — newly updated with articles detailing how to install products, technical solutions, and tips on how to maximize the capabilities of Acronis products. An enhanced search engine speeds access to relevant articles.
Acronis Business Products*
Self Service | Customer Service | Trial Product Support | Acronis® AdvantageSM Premier | ||
Terms | Access to Knowledge Base articles and documentation | Administrative, license/serial number, web navigation, download, or promotional offer issues | Valid for length of the trial | Subscription based support | Subscription based support |
Pricing | Free | N/A | Free | Subscription based; First year of service included in purchase price | Included in subscription |
Scope of Service | Unlimited | Unlimited** | Within trial period | Unlimited* within subscription period | Unlimited* within subscription period |
Availability | 24 x 7 | 12 x 5 | 24 x 7 *** | 24 x 7 *** | 24 x 7 *** |
Support Method | Online library | Email, chat | Email, chat | Email, chat, phone | Email, chat, phone |
First Response Time for Critical Problems | No Charge | 3 Business days | 3 Business days | 1 hour (For immediate assistance use chat or phone. Initial response time to email is up to 24 hours) | 1 hour (For immediate assistance use chat or phone. Initial response time to email is up to 24 hours) |
Software Updates | N/A | N/A | Yes | Yes | Yes |
Upgrades to New Versions | N/A | N/A | N/A | Yes | Yes |
To renew your support subscription please fill in the form
Acronis Home Products*
Self Service | Customer Service | Trial Product Support | Standard Support | Subscription Support | Premium Support | |
Terms | Access to Knowledge Base articles and documentation | Administrative, license/serial number, web navigation, download, or promotional offer issues | Valid for length of the trial | Valid during support lifecycle | Subscription based support | Subscription based support |
Pricing | Free | N/A | Free | Free | Free | Free |
Scope of Service | Unlimited | Unlimited** | Within trial period | Unlimited** | Unlimited** | Unlimited** |
Availability | Online | 24 x 7 *** | 24 x 7 *** | 24 x 7 *** | 24 x 7 *** | 24 x 7 *** |
Support Method | Online library | Email, chat & self-service through personal account | Email, chat | Email, chat | Email, chat, free phone | Email, chat, free phone |
Email Response Time | No Charge | 3 Business Days | 3 Business Days | 3 Business Days | 3 Business Days | 1 Business Day (For immediate assistance use chat or phone) |
Software Updates | N/A | N/A | Yes | Yes | Yes | Yes |
Free Upgrades | N/A | N/A | N/A | N/A | Yes | Yes |
* Support current version plus one version back. All other versions are supported via knowledge base.
** Within commercially reasonable limits.
*** Please note that phone and chat support is only provided in English during non-business hours.
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