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, pay-per-incident or subscription plan.

An enhanced self-service knowledge base library, expanded pay-per-incident support, 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
  • Pay Per Incident - An expanded program that allows customers to purchase a single priority support incident, handled by one of Acronis’ dedicated support professionals, later 30 days after purchase.
  • 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
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 ***
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, paid phone
Email, chat, paid phone
Email, chat, free phone
Email, chat, free phone
Support Method
Online library
Email, chat & self-service through personal account
Email, chat, paid phone
Email, chat, paid phone
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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