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.

An enhanced self-service knowledge base library 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 Acronis Advantage 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 – Offers 24 x 7 support services available via phone, chat, and email. Acronis Advantage customers receive priority support in the event of a business-critical system error (severity A), where customers will receive the initial response within one hour. Subscription based.

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 page for more details.
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 during non-business hours phone and chat support is only provided in English.

Additional Support Service Enhancements:

Knowledge Base — newly updated with articles detailing how to install products, technical solutions, and tips on how to maximise the capabilities of Acronis products. An enhanced search engine speeds access to relevant articles.

Acronis Business Products*

	Self Service	Trial Product Support	Acronis® Advantage
Terms	Always available	Valid for length of the trial	Subscription based support
Pricing	Free	Free	Included in subscription
Scope of Service	Unlimited	Unlimited within trial period	Unlimited* within subscription period
Availability	24 x 7	24 x 7 ***	24 x 7 ***
Support Method	Access to Knowledge Base articles, Forum and Documentation	Email, chat	Email, chat, phone
First Response Time for Critical Problems	N/A	3 Business days	1 hour (For immediate assistance use chat or phone. Initial response time to email is up to 24 hours)
Software Updates	N/A	Yes	Yes
Upgrades to New Versions	N/A	N/A	Yes

To renew your support subscription please fill in this form.

Acronis Home Products*

	Self Service	Trial Product Support	Standard Support	Subscription Support
Terms	Always available	Valid for length of the trial	Valid during support lifecycle	Valid until the subscription expiration
Pricing	Free	Free	Free (valid until maintenance expiration date)	Free (included into subscription price)
Scope of Service	Unlimited	Unlimited**	Unlimited**	Unlimited**
Availability	24 x 7	24 x 7 ***	24 x 7 ***	24 x 7 ***
Support Method	Access to Knowledge Base articles, Forum and Documentation	Email, chat	Email, chat	Email, chat, free phone
Email Response Time	N/A	3 Business Days	3 Business Days	3 Business Days
Software Updates	N/A	Yes	Yes, during support lifecycle	Yes, during support lifecycle
Free Upgrades	N/A	N/A	N/A	Yes

* Supports product versions as per Acronis Support Lifecycle

** Within commercially reasonable limits.

*** Please note that during non-business hours phone and chat support is only provided in English.

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