Acronis Support Lifecycle Policy for Business Products
There are three phases of support for Acronis business products.
- Phase 1: Mainstream Support starts 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 Support starts 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 Support is 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 Business Products
| Type of Support | Mainstream | Extended | Self-Service |
|---|---|---|---|
| Product documentation, Knowledge Base articles, and forum help available on the Acronis website | yes | yes | yes |
| Full support by Acronis Customer Central, including root cause investigation by developers for all severity issues1 | yes | yes | |
| Product hotfixes/patches for critical issues, security issues, and OS support updates | yes | yes | |
| Product hotfixes/patches for selected issues of any severity level2 | yes | ||
| Cumulative updates, including new functionality | yes |
1 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.
2 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 Customer Central 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.
Support Lifecycle of Business Products
Acronis Backup| Products | Release Date | Latest update | Mainstream Support End Date | Extended Support End Date |
|---|---|---|---|---|
| Acronis Backup 12.5 | 31 May 2017 | #9010, 30 1월 2018 | TBD | TBD |
| Acronis Backup 12 | 19 Jul 2016 | #9010, 30 1월 2018 | TBD | TBD |
| Acronis Backup Advanced 11.7 | 25 Feb 2016 | #50088 / #50256, 22 1월 2018 | 31 May 2018 | 31 May 2019 |
| Acronis Backup 11.7 | 25 Feb 2016 | #50088 / #50256, 22 1월 2018 | 31 May 2018 | 31 May 2019 |
| Acronis Backup for VMware 9 | 27 Aug 2013 | #10571, 24 2월 2016 | 19 Jul 2017 | 19 Jul 2018 |
| Acronis Backup and Recovery 11.5 | 5 Sep 2012 | #43994/43800, 23 Jul 2015 | 31 May 2018 | 31 May 2019 |
| Acronis Backup and Recovery 11 | 21 Jun 2011 | #17440, 25 7월 2012 | 5 Sep 2013 | 5 Sep 2014 |
| Acronis Backup and Recovery 10 | 7 Jul 2009 | #13762, 23 8월 2011 | 21 Jun 2012 | 21 Jun 2013 |
| Products | Release Date | Latest update | Mainstream Support End Date | Extended Support End Date |
|---|---|---|---|---|
| Acronis Snap Deploy 5 | 7 Oct 2014 | #1749, 03 8월 2017 | TBD | TBD |
| Acronis Snap Deploy 4 | 3 Nov 2011 | #540, 26 10월 2012 | 7 Oct 2015 | 7 Oct 2016 |
| Acronis Snap Deploy 3 | 7 Apr 2008 | #3501, 29 6월 2011 | 3 Nov 2012 | 3 Nov 2013 |
| Acronis Snap Deploy 2 | 11 Nov 2006 | #2152, 01 10월 2007 | 7 Apr 2009 | 7 Apr 2010 |
| Products | Release Date | Latest update | Mainstream Support End Date | Extended Support End Date |
|---|---|---|---|---|
| Acronis Disk Director 11 Advanced | 20 Jul 2010 | #12077, 14 10월 2010 | TBD | TBD |
| Acronis Disk Director 10.0 Server | 13 Dec 2005 | #2288, 15 3월 2010 | 20 Jul 2011 | 20 Jul 2012 |
| Products | Release Date | Latest update | Mainstream Support End Date | Extended Support End Date |
|---|---|---|---|---|
| Acronis Storage 2.X | 22 Oct 2016 |
version 2.4, #76, 19 Apr 2018 | TBD | TBD |
| Acronis Storage 1.X | 24 Oct 2013 |
version 1.5, #65655, 24 Oct 2016 | 24 Oct 2017 | 24 Oct 2017* |
| Acronis Storage Gateway 1.X | 18 Aug 2015 |
version 1.7 #5, 25 Oct 2016 | 25 Oct 2017 | 25 Oct 2017* |
*Acronis Storage/Acronis Storage Gateway 1.X reached End of Support on 25 Oct 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.
Older Versions| Products | Release Date | Latest update | Mainstream Support End Date | Extended Support End Date |
|---|---|---|---|---|
| Acronis vmProtect 8 | 9 Oct 2012 | #8184, 25 12월 2012 | 27 Aug 2014 | 27 Aug 2015 |
| Acronis vmProtect 7 | 6 Mar 2012 | #5173, 27 6월 2012 | 9 Oct 2013 | 9 Oct 2014 |
| Acronis vmProtect 6 | 29 Aug 2011 | #3145, 29 Dec 2011 | 6 Mar 2013 | 6 Mar 2014 |
| Acronis True Image Echo | 13 Nov 2007 | #8398, 10 12월 2009 | 7 Jul 2010 | 7 Jul 2011 |
| Acronis True Image 9.1 | 1 Oct 2006 | #3887, 20 2월 2007 | 13 Nov 2008 | 13 Nov 2009 |
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.
The present policy was developed and published in December 2016.