Backup software for data backup and disaster recovery in Windows and Linux - Acronis
客户支持

Customer Service & Support

Acronis AdvantageSM

Frequently Asked Customer Questions:


Q: What support options are available?

A: Acronis customers can choose one of the following options

Free 30-day support for recent purchases (for Home products only): customers who purchase a Home product are entitled to standard support for 30 days after the purchase (for not registered serials, support applies for 30 days after activation). Support includes chat and email support channels. Please go to http://www.acronis.com.cn/support/contact-us.html, select the type of your request and product name(where applicable). After that the contact info and support options will be displayed.

Pay Per Incident (PPI): customers who purchased a Home product can choose to purchase support for a single incident after the warranty period has expired. Customers can purchase PPI on http://www.acronis.com.cn/support/contact-us.html after selecting the type of request, choosing a registered product and clicking "Buy Pay Per Incident". Customers who purchased PPI are eligible for phone support and priority chat/email support. PPI support is valid for one support case, and is priced at S$20.00 per incident.

Acronis Advantage program: All Acronis Business products come with the first year of support included as part of the Acronis Advantage program. During their first year, customers are eligible for support with the options described on the Acronis Advantage web page. If the support program has expired, one can renew it to continue receiving support and upgrade protection.

Knowledge base: customers who do not wish to purchase support for a single incident, or enroll in the Acronis Advantage program can use the Knowledge Base to search for help on a particular issue. Additionally, customers can receive assistance from other Acronis Users and learn more about your product by use of best practices posted by other users on our User Based Community Forum at http://forum.acronis.com.

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Q: Does Acronis provide free support?

A: Yes. Acronis Home and Home Office products include 30 days of warranty support from date of purchase. Acronis does offer presales technical support during trial period at no additional cost, and support for registration and serial number issues after purchase, except for cases where Support needs to generate a new serial number.

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Q: What is the Acronis Advantage support program?

A: The Acronis Advantage support program is a multi-level subscription support and maintenance program designed to provide a unique and flexible array of support services.

There are two support and maintenance subscription plans and a Pay Per Incident option available:

  • Acronis Advantage Standard offers access to 12 x 5 support services Monday through Friday, 8am-8pm EST via chat, email and phone with one of our dedicated support professionals. In the event of a critical system error, a support professional will respond within one business day.
  • Acronis Advantage Premier offers access to 24 x 7* support services available via chat, email and phone. Acronis Advantage Premier customers receive priority support. In the event of a business-critical system error, customers will receive the initial response within 24 hours. The first year of support service is included with the purchase of any Acronis Business product.
  • Pay Per Incident Support - An expanded program that allows users of Home products to purchase support for a single incident from one of Acronis’ dedicated support professionals.

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

In addition to paid support, Acronis also offers self-service options:

  • Online Troubleshooter - A web-based tool designed to provide rapid access to an informative knowledge base that will help end users solve problems and find necessary information.
  • Knowledge Base - Acronis Knowledge Base is a repository of thousands of articles about existing issues, frequently asked questions, and step-by-step instructions on how to use and troubleshoot Acronis products.

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Q: I am an Acronis True Image Home user, what are my support options?

A: Acronis Home Products users have the following options available:

  1. Customers who have purchased a home product in the past 30 days are entitled to standard support services (livechat and email support).
  2. Purchase support through Pay Per Incident option. Pricing for pay per incident support is S$20.00 (livechat, phone and priority email support)
  3. 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.

To get available support options please go to http://www.acronis.com.cn/support/ and click on the "Contact Us" link, then select the type of your request. To get support for trial and full version of Acronis software you need to log in to your Acronis web account and choose a registered product. After that the contact info and support options will be displayed.

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Q: I use an older version of Acronis product. How can I get support for it?

A: Acronis provides support for the current version plus one earlier version for all product (for example, we support Acronis True Image 2014 along with True Image 2013 by Acronis). You can find the current versions of the products on product pages on http://www.acronis.com.cn. For older versions, you may be able to find useful articles, solutions and tips by using the Acronis Knowledge Base found at http://kb.acronis.com and by reading and creating threads in Acronis Forum http://forum.acronis.com/

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Q: What options are included with my Acronis Advantage program?

A: Generally, Acronis provides support for all features and functions of Acronis software. Additionally, we support system issues proven to be caused by Acronis such as Windows systems being unbootable after restore to dissimilar hardware with Acronis Universal Restore. Please note that the following options are not included in Acronis Advantage ™ support programs:

  • Third-party product support;
  • Consultations on networking issues;
  • User and security administration
  • Security evaluations or recommendations
  • Architectural design

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Q: When does my support period begin?

A: For products purchased through the Acronis online store (powered by Cleverbridge), support period starts on the purchase date.

For boxed products purchased through a retail outlet (both Home and Business product lines), the serial number should be registered in order to activate entitlement. You should register the serial number at http://www.acronis.com.cn/my/products

Additional proof of purchase may be required.

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Q: My support subscription expired a while ago. What are my options?

A: Owners of Acronis Business products can renew their subscription to the Acronis Advantage ™ program through Acronis Sales or an Acronis Partner of their choice.

Users of Home products may purchase support for a single incident, or take advantage of self service options on http://www.acronis.com.cn/support/

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Q: Can I downgrade from Acronis Advantage Premier to Standard?

A: Yes, it is possible when renewing a support program. At the time of renewal, customers may adjust their level of service to better meet their needs.

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Q: Are there separate license/serial numbers for Acronis Advantage programs?

A: With Acronis Advantage program, no separate serial numbers are needed, however it is necessary to register the Acronis Advantage program renewal order to extend its expiration date on Acronis Business products. See Updating Support Program Information after Renewal

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Q: What is the definition of an incident?

A: Acronis defines an incident as one technical problem, limited in scope.

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Q: How can I refer to my previous call if I need to contact Acronis with the same query again?

A: All support requests are logged into our internal tracking system/CRM. Each support request has a unique identification number, named "Case Number". You may be asked to reference this "Case Number" for all future correspondence with Support until resolution.

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Q: What levels of Issue Severity are there?

A: There are four levels, Severity A, Severity B, Severity C, and Severity D.

Severity A: Business down/severe issue.This category includes issues causing serious disruption to business operations: Backup Systems are down or non-operational in key aspects, e.g. Backup Creation, Backup Recovery, Backup Validation, Deployment, Disk Management, Product Installation failures, Unbootable/Crashing System, Significant System Performance Degradation preventing backup core functions.

Severity B: Large issues with critical time sensitivity, but not Business Down: Major product functions don’t work, e.g. Connection, Centralized Management, Scheduler, Boot Management, Cloning issues, Bootable Media/Secure Zone/Vault Creation, Pre/Post Operations failures.

Severity C: Moderate Priority Issues: Product functionality is impacted, but most operations continue, e.g. Product Performance Degradation, Logging errors, Undocumented Behavior, Notification failures.

Severity D: Minor issues: Product functionality is not impacted. Customer service, Pre-Sales, Website-related queries, minor Usability, GUI issues, How-to questions, Product information requests (functionality, requirements, setup, etc.), Feedback.

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Q: What happens with my support request as soon as I submit one?

A: All support requests are logged within Acronis internal tracking system. Each request that refers to a particular problem on a certain machine is given a unique identification number ("Case number"). After submitting a request, you will receive an automatic e-mail from Acronis Customer Central with case number.

Please note that if you report two problems, two separate cases are created in order to enhance the level of service and keep track of your requests more efficiently. Please make sure that you refer to "Case number" when you need to contact Support for additional assistance regarding an existing request. When replying to emails sent by Acronis, please do not modify the subject field as it contains a fingerprint of your request and allows us to append your correspondence to an existing case."

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Q: How can I provide feedback about my support experience?

A: Customers can provide feedback about Acronis products and services on a dedicated feedback page to http://www.acronis.com.cn/support/feedback.html Every customer’s feedback we receive including suggestions, complaints, appreciations or compliments is tracked in our internal system called the "Customer Listening System". Even though we do not respond to all comments individually, we regularly read, analyze and act on our customer feedback. This helps us constantly focus on continuously improving and driving a better overall customer Experience with the Products and Services we offer to our customers

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Q: Do I have to pay if I just have a quick question, or if it only takes a few minutes to get a resolution?

A: For customer Service-related questions (download issues, web-site and personal account problems, serial number queries) customers can contact us 12 x 5 via e-mail or chat. The service is provided without any additional charge.

All technical queries and technical support requests require a valid support program.

Details for each option can be found at http://www.acronis.com.cn/support/advantage.html

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Q: Will I be able to talk to the same support professional if I need to initiate a further support request?

A: Depending on the support staff scheduling, you may be able to speak with the same support professional. If scheduling does not permit, another support professional will be able to review the case status and continue to provide assistance. All support requests are logged into our internal tracking system/CRM. Each support request has a unique identification number (Case Number). Please make sure you refer to your case number when you are contacting Acronis Customer Central regarding an existing case.

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Q: Can I get support for Original Equipment Manufacturer (OEM) products like Maxtor MaxBlast 5 or Seagate DiscWizard?

A: OEM products are based on Acronis technology. They have limited functionality compared to Acronis True Image and are usually bundled with HDD or other hardware. Please contact the OEM vendor for OEM products support. Acronis only provides support for OEM versions through Acronis Knowledge Base

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Q: How do I receive an upgrade for my Business product under maintenance?

A: Log in to your account on the Acronis website and go to "My Products and Downloads". Select the product that you wish to upgrade and click on the "Upgrade" tab. Select the available product, then click the "Free upgrade" button. Upgrade serial numbers will be automatically registered to your account. For detailed instructions on upgrading to Acronis Backup & Recovery 11.5, see the following KB article: http://kb.acronis.com/content/21364

Your support program must be active in order to receive free upgrades. If it is expired, free upgrades will not be available.

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Acronis Licensing FAQ


Q: What is your general licensing policy? How do I calculate the amount of licenses I need?

A: Acronis licensing policy is based on the number of operating system instances that you install the product on. For example, if you have 2 physical and 1 virtual machine you wish to backup, restore, deploy or perform disk management operations on, and only one operating system is installed on each machine, you will need 3 licenses of an Acronis product. The exact product to be installed depends on the installed OS. There are three exceptions:

  1. A single license of Acronis Backup Advanced for VMware, Acronis Backup Advanced for Hyper-V, Acronis Backup Advanced for Citrix XenServer, Acronis Backup Advanced for RHEV or Acronis Backup Advanced for Oracle VM can be used to backup one physical host and up to an unlimited number of virtual machines(limitations are based on your system configuration) residing on the same host server.
  2. Acronis Backup for VMware is licensed on a per "CPU" basis
  3. Acronis Snap Deploy®: A Machine license allows unlimited number of deployments to a selected machine. Acronis Snap Deploy Deployment Licenses are required for each deployment to target computers. Deployment Licenses may not be reused once they have been deployed.

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Q: How many licenses of Acronis Backup Advanced for Windows Server are needed if I plan to manage one server locally and two servers remotely?

A: In this example, you need to have 3 licenses of Acronis Backup Advanced for Windows Server.

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Q: How many licenses do I need if my servers reside in a virtual environment?

A: That depends on the type of the license. One license of Acronis Backup Advanced for VMware, Acronis Backup Advanced for Hyper-V, Acronis Backup Advanced for Citrix XenServer, Acronis Backup Advanced for RHEV or Acronis Backup Advanced for Oracle VM allows you to backup up an unlimited number of virtual machines on a single host. Acronis Backup for VMware is licensed on per "host CPU" basis and may be used to backup a physical host server and up to an unlimited number of virtual machines (limitations are based on your system configuration) that are residing on the same host server. Other editions of Acronis Backup require one license per one virtual machine.

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Q: How many licenses of Acronis Backup are required if I have two (or more) operating systems on a single machine?

A: One license is required for each operating system that you plan to install Acronis Backup on. If you want to install Acronis Backup in each operating system on the machine, you need two (or more) licenses according to the number of operating systems. Note that you can back up the entire machine even if Acronis Backup is installed in one of several operating systems on the machine.

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Q: Do I need a license to run Acronis Bootable Rescue Media?

A: Yes, you need a license for each machine using Acronis products, whether the product is run from the operating system or booted from Rescue Media

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Q: Can I use Acronis True Image Home products in my business environment?

A: Regarding licensing, there are no restrictions for using Acronis True Image Home in business environments. However, it is not recommended, as Acronis Business products provide enhanced functionality suited for business needs: centralized and remote management, Volume Shadow Copy support, tape device support etc.

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Q: Does Acronis Snap Deploy Management Agent require a license for installation (not deployment)?

A: Yes, you will need a license to install Acronis Snap Deploy Management Agent. If a license was already assigned to the machine during deployment, the same license will be used.

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Q: Can I install the Acronis product that I already have on another PC or workstation?

A: You can use your existing license to install the software on another PC or workstation if the original system has been decommissioned and it is documented that it's no longer in use.

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Q: What components of Acronis Snap Deploy require licenses?

A: Acronis Snap Deploy requires one license per machine for the following operations:

  • Installation of Acronis Snap Deploy Management Agent;
  • Deployment of a master image (one license per a target machine).

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Q: What components of Acronis Backup require licenses?

A: The following components require licenses:

  1. Acronis Agent for Windows, Agent for Linux, Agent for ESX/ESXi, Agent for Hyper-V;
  2. Acronis Agent for Exchange, Agent for SQL;
  3. Acronis Bootable Components and Rescue Media Builder.

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Q: Do Acronis Universal Restore/Universal Deploy and Deduplication require separate licenses?

A: Starting from Upgrade 3(build 38573), Acronis Backup licenses include Universal Restore functionality and Acronis Backup Advanced licenses include Universal Restore and Deduplication functionality.

For older versions of the product Acronis Universal Restore and Deduplication are add-ons and require separate licenses. They also require a license of the main product to be installed. Acronis Universal Deploy is an add-on and requires a separate license. It also requires a licenses if the main product to be installed.

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Q: Is there a way to purchase Acronis Business products without a support agreement?

A: No. Effective March 2, 2009, all Acronis Business products include the first year of Acronis Advantage support.

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Q: Can I make a copy of the software?

A: You are allowed to make a single copy of the software for archival purposes.

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Q: Can I replace my current license with a different product, different language version of the same product?

A: Yes, this is possible. Please contact Acronis support to request the change. In certain cases, additional charges may apply. You may refer to our article on Service Handling Fee for more details. http://kb.acronis.com/content/14747

Please note that most current Acronis products allow you to install the product in different language using the same serial number. See the following KB article for more details http://kb.acronis.com/content/30316

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How to Reach Support FAQ

Acronis Customer Central wants to make sure that you get the best technical support for your Acronis products. However, we highly depend on you to provide us the most accurate information to address your issue as quickly as possible. The more information we have the more accurate/right return you will get.

Here are several tips that may help to understand how Acronis Customer Central works and allow an Acronis Support Professional to provide you with a fast and accurate response.


Q: How to access Acronis support resources?

A:

a. Go to www.acronis.com.cn and click Support in the top bar

b. On customer Service & Support page you will see the Look for solutions box where you can search for a quick solution of a question or issue from the Acronis Knowledge Base.

c. "Popular topics" list keeps you up to date with current product alerts.

d. The main self-service menu contains the list of answer to the most common queries. It has the following sections:

Presales Questions

Registration & Account

Installation & Setup

Using & Troubleshooting

Downloads & Documentation

Update, Upgrade, Renewal

f. To get assistance please click Contact Support button in the right column.

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Q: How to create an account?

A: If you have an Acronis account and are on the www.acronis.com.cn website then please go to the User Login Tab and provide your registration email and password in the Login to Your Account box to log in.

If you do not have an account, you will need to create one. To do so, scroll down to the Registration section section or follow this link www.acronis.com.cn/my/#registration.

a. You would need to provide following information (First name, Last name, E-mail, Country, Password and Password confirmation)

b. After that, you will receive an email with an account creation confirmation link.

c. Please confirm the account creation by clicking the link.

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Q: How to register a product?

Please watch a video for more details:

A: To register Acronis product license keys please Log in to the account you would like the product to be registered to.

Log in under your account and get to Product Registration option on the left-hand side of the screen.

You will see a registration box where you may copy and paste the Acronis product license keys.

As soon as the keys are pasted inside the box all you need to do to finish the Registration process is to press the Register button.

The message will say that the keys were successfully registered and now you are able to see them from the My Products & Downloads section.

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Q: How to submit an e-mail case?

A: If you have a technical issue/question, please make sure that you have a valid support subscription for the product you are experiencing a problem with. Under the registered product from the My Products & Downloads section in the Support tab, please check the Expiration date of the support subscription:

For more information regarding support subscriptions, please, check the following page:

http://www.acronis.com.cn/support/advantage.html

In case of customer Service, Trial or Presales issue/question, support is provided for free.

To submit an e-mail case:

1) Go to www.acronis.com.cn

2) Make sure you have logged in under your account. If not, click the User Login tab to log in under your account. If you don’t have an account yet, please create one.

3) Click on the Support tab at the top of the web page.

4) On customer Service & Support page, click Contact us.

5) In Step 1, select Technical issues/Questions -> I am using a trial/full version of the product/ I am using Online backup service -> Select product. If you haven’t logged in, you will be prompted to log in at this step.

6) In E-mail section, press E-mail Now:

7) Fill all required fields of a web form such as First Name, Last Name, E-mail, Phone, Country, Serial Number, Case Reason, Severity, Title of a request, question.

Explain what the issue is in detail:

The more information you give us, the better. Acronis Support Professional's ability to resolve the issue depends on being able to understand no just a particular error message, but also conditions and circumstances in which the issue occurs.

The best approach would be:

First: Describe your work environment: how many machines are involved in the issue, what operating systems are installed on them, what Acronis product(s) and component(s) are installed

Second: Let us know what the error message is, if it exists. Send us a screen shot of the error message.

Third: Describe, step by step, all the actions involved that caused the issue. Start from the very begging and continue until the end. Any information will be helpful and allow us to provide you with a correct solution in timely manner. Please make sure that all fields marked with a red star are filled in.

8) Click Submit button.

Once you hit Submit, a case is immediately created, and you will be informed of the case number via e-mail. Please check your e-mail box.

Acronis Support team will respond to you in timely manner; therefore there is no need to duplicate cases, which may affect the response time. Thank you for your patience and cooperation.

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Q: How to use a Live chat service?

A: If you have a technical issue/question, please make sure that you have a valid support subscription for the product you are experiencing a problem with. Under the registered product from the My Products & Downloads section in the Support tab, please check the Expiration date of the support subscription:

For more information regarding support subscriptions please check the following page:

http://www.acronis.com.cn/support/advantage.html

In case of customer Service, Trial or Presales issue/question, support is provided for free.

To contact Acronis support Live Chat:

1) Go to www.acronis.com.cn

2) Make sure you have logged in under your account. If not, click the User Login tab to log in under your account. If you don’t have an account yet, please create one.

3) Click on the Support tab at the top of the web page.

4) On customer Service & Support page, click Contact us.

5) In Step 1, select Technical issues/Questions -> I am using a trial/full version of the product/ I am using Online backup service -> Select product. If you haven’t logged in, you will be prompted to log in at this step.

6) Having selected the product, press Chat Now in Online Chat section.

7) Fill all the required fields of the web form, such as First Name, Last Name, E-mail, Phone, Country, Serial Number, Case Reason, Severity, Title of your request, Question.

Describe the issue in detail:

The more information you give us, the better. Acronis Support Professional’s ability to resolve the issue highly depends on being able to understand not just a particular error message, but also conditions and circumstances in which the issue occurs.

8) Once you completed the form, initiate a Chat session by clicking the Chat Now button.

We recommend our LiveChat as the quickest and highest-rated method of contacting Acronis Support.

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Q: How to get a phone support?

A: Please note that Acronis phone support is available when you own:

  • - a valid support subscription;
  • - a valid Pay Per Incident support license;

To verify the expiration date of support subscription or to buy a Pay Per Incident support license, please go to the My Products & Downloads section of your account.


You can also purchase Pay Per Incident directly on Contact Us page after selecting the product:

For more information regarding support subscriptions, please, check the following page:

http://www.acronis.com.cn/support/advantage.html

To get a phone number:

1) Go to www.acronis.com.cn

2) You now need to make sure that you are logged in under your account. On the right-hand top corner of the page you need to check for the My Account tab. If you see it, you’re logged in under your account. If you see the User Login tab, you’ll have to login first, and then you’ll be able to proceed.

3) Click on the Support tab on the top of the Web page.

4) On customer Service & Support page, click Contact us.

5) In Step 1, select Technical issues/Questions -> I am using a trial/full version of the product/ I am using Online backup service -> Select product. If you haven’t logged in, you will be prompted to log in at this step.

6) Here in the Call section you will see a phone number

7) The described procedure is required just once in order to obtain the phone number. You may write down the number and use it as again as needed.

Please note that this list of common questions and answers has no legal effect. Please find Acronis official EULA for Consumer and Enterprise products below:

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Please note that this list of common questions and answers has no legal effect. Please find Acronis official EULA for Consumer and Enterprise products below: