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- Phase 1: Mainstream supportStarts on the release date and lasts up until one year after the next product version is released. All support services are available during this phase.
- Phase 2: Extended supportStarts when Mainstream Support ceases and lasts for a specific duration (usually one year or until the next-but-one product version is released). Limited support services are provided.
- Phase 3: Self-Service supportAvailable 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 Business 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 Support, including root cause investigation by developers for all severity issues * | |||
Product hotfixes/patches for critical issues, critical 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.
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.
Customers wishing to receive more support offerings during a product's extended support phase — e.g. Acronis Support and developer investigation of product hotfixes/patches for selected issues of any severity level — should contact their dedicated account manager or regional sales representative to determine the most appropriate support program for their organization’s needs.
During the trial period, support is only provided for the current version of the product.
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.
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