• Phase 1: Mainstream support
    Phase 1: Mainstream support
    Starts on the general availability date of the major release and lasts until general availability date of next major release. All support services are available during this phase.
  • Phase 2: Extended support
    Phase 2: Extended support
    Starts when Mainstream Support ceases and lasts for one year. When a product version reaches this phase, no further Updates, Patches or Hotfixes will be created for it (exceptions are possible on a case-by-case basis). If Acronis determines that an issue is fixed in a mainstream version, you will be required to update to it.
  • Phase 3: Self-Service support
    Phase 3: Self-Service support
    Available over the course of a product's lifecycle and for seven years after the end of the Extended Support phase. It includes Acronis online Knowledge Base articles, FAQs, troubleshooting tools, and other resources to help customers resolve common issues.

Phases of the Support Lifecycle for Infrastructure Products

Type of Support
Mainstream
Extended
Self-Service
Product documentation, Knowledge Base articles, and forum help available on the Acronis website
Full support by Acronis Customer Central, including root cause investigation by developers for all severity issues *
Product hotfixes/patches for critical issues, security issues, and OS support updates
Product hotfixes/patches for selected issues of any severity level **
Cumulative updates, including new functionality

* 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.

** 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.

During the trial period, support is only provided for the current version of the product.

Support Lifecycle of Infrastructure Products

* Mainstream Support and Extended Support phases definitions for Acronis Cyber Infrastructure 4.0 and earlier, Acronis Software-Defined Infrastructure and Acronis Storage are based on Acronis Support Lifecycle Policy for Business Products

** Acronis Storage/Acronis Storage Gateway 1.X reached End of Support on 25 October 2017. Product updates, technical support, and critical hot fixes will no longer be available; support for any product issues will be limited to information contained in the Acronis Knowledge Base and Support Forums. Customers are encouraged to migrate to the latest version of Acronis Storage.

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