Acronis Cyber Appliance

Introduction

Acronis Cyber Appliance is a specially-engineered hardware appliance with the Acronis Cyber Infrastructure software pre-installed on five servers in a 3RU rack-mountable chassis. A configuration wizard completes the cluster deployment in 15 minutes from start to finish. For cold storage scenarios, Acronis Cyber Appliance is the most efficient way to deploy the same software that Acronis uses to manage more than 250PB of storage in the Acronis Data Centers.

Acronis is committed to provide maintenance and support services to Acronis Cyber Appliance 15000 Series customers.

This document covers the details on hardware product components support for Acronis Cyber Appliance.

Support Channels

Acronis provides the customers and partners with 24/7 self-service options for the products. Acronis encourages to start any incident troubleshooting with-self-service options available as a product administrator has the best understanding of its environment and deployment configuration. Self service options include:

  1. Knowledge Base. http://kb.acronis.com/. 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 our products. You can search by product, key words or choose articles by category. You can also leave comments or feedback on any knowledge base article as well as vote on whether the content was helpful. This will allow Acronis to continuously improve the content for you.

    Articles by Product:
    Acronis Cyber Protect Cloud
    Acronis Cyber Infrastructure
    Acronis Cyber Files Cloud
    Acronis Cyber Disaster Recovery Cloud
    Acronis DLP in Acronis Cyber Protect
    Acronis Backup Advanced for vCloud

  2. User Guides. https://www.acronis.com/support/documentation. Acronis product user guides help you find information on our products like, how the product works, what the system requirements are, how to install the product, basic features and functions of the product, and more. You can also download data sheets, installation guides, quick start guide, command line references, whitepapers, and IDC viewpoints there.

  3. Acronis Community Forum. The Acronis forum is available at https://forum.acronis.com/. On the Acronis forum one may share and discuss the best practices with the live community of Acronis employees and partners.

  4. Product Trainings. https://kb.acronis.com/msptraining. Acronis provides free access to training webinars and recorded materials on basic troubleshooting tips and tricks for the various products and demonstrates optimal ways to report the complex issues to Acronis Support in order to minimize the turnaround time of an incident.

Acronis Cyber Appliance customers with an active support and maintenance contract are entitled to 24/7 support services via phone and email. Acronis provides single point of contact for any issues related to Acronis Cyber Appliance product, available at https://account.acronis.com.

A customer must be able to provide Acronis Cyber Infrastructure license key information and/or Acronis Cyber Appliance chassis unique ID in order to access Acronis support services.

Scope of Support

Acronis Cyber Appliance customers may receive up to thirty-six (36) months of maintenance for the hardware chassis of the appliance beginning at delivery. The hardware maintenance covers the initial diagnostics of an issue by Acronis representative and shipment of replacement parts and/or onsite technician visit for replacement (where available).

A customer is eligible for hardware support and warranty only if the all of the following criteria are met:

  1. A customer has provided a valid Acronis Cyber Appliance chassis ID (printed on the label on the appliance).

  2. The warranty and support period for the hardware in question is still valid either due to 3 years period not passed since the date of delivery or a customer has a valid maintenance and support period extension purchased.

  3. The issue occurred with a hardware component that initially came with the product or has been provided by Acronis earlier as a replacement. The maintenance does not cover components added by a customer or a 3rd party.

  4. The product has only been serviced by an authorized technician and/or undergone hot swappable parts replacement by a customer explicitly authorized by Acronis support earlier. There are no signs of tampering with the faulty component either visible or reported in the product internal logging system.

  5. A customer has provided Acronis support personnel with all the required information to determine the root cause of the issue including but not limited to: remote Acronis Cyber Infrastructure product management interface access, IPMI interface access, photos of the product chassis and/or component in question.

Support Service Levels

Acronis support provides the following response and troubleshooting target times depending on the issue severity.

Please keep in mind that Acronis encourages the customers to use support hotline in case of the urgent issues.

Severity
Definition
Email Response Time
Investigation Time
Sev. 0
Production down incident involving the product malfunction. Critical business impact.
NOTE: Please call Acronis Support hotline available at https://account.acronis.com after submitting such incident to be eligible for urgent response time.
1 hour
24 hours
Sev. A
Product accessibility issue caused by hardware failure, suspected data loss. Noticeable business impact.
4 hours
24 hours
Sev. B
Loss of existing hardware components redundancy, possible risk of data loss. No immediate business impact.
4 hours
36 hours
Sev. C
Scheduled maintenance with no immediate risk of data loss or business impact.
8 hours
48 hours
Sev. D
Any other requests not directly affecting the operation or availability of the appliance.
24 hours
5 business days

Email response time – the time for Acronis support to respond on a submitted ticket and either provide the next troubleshooting steps for a customer or request the missing information to begin troubleshooting.

Investigation time – the time for Acronis support to investigate an issue according to the available information and provide the customer with the resolution. The investigation time starts after Acronis Support first response to an incident. Time while Acronis Support waits for an incident requestor to provide an information necessary to proceed with the troubleshooting is not counted against the Investigation Time metric. The outcome of the investigation may be one of the following:

  1. Confirmation on the faulty hardware component and its replacement. Replacement parts are to be shipped or a certified technician to reach out to the customer and schedule on-site visit within the target time.

  2. Recommendations on the configuration changes and/or software update to mitigate the issue are to be provided to a customer within the target time; or

  3. The issue identified to be caused by 3rd party hardware or software. Or not covered by the terms of support and maintenance for the Appliance.

Please be aware that the target investigation time might be extended during the weekends due the limited availability of logistics services associated with replacement parts shipment and onsite technician dispatch. Acronis will be providing best endeavor support for Sev. A and B incidents occurred on weekends.

Support Lifecycle

Navigate to product lifecycle Information available at https://www.acronis.com/en-us/support/lifecycle/

Support Geo Coverage

The table below describes Geo coverage with covering labor and the repair or replacement of parts.

For questions regarding onsite technician visit in other countries please contact Acronis Support.

Country
NBD on site
Comments
Austria
yes
 
Belgium
yes
 
Bulgaria
yes
 
Canada
see below
Some limitations in remote areas - details see US/Canada coverage table
Croatia
yes
 
Cyprus
yes
 
Czech Republic
yes
 
Denmark
yes
 
Egypt
yes
 
Estonia
yes
 
Finland
yes
 
France
yes
Support may be limited in some areas. Islands are not included in the coverage in general; however, they can be available on a T&M basis. Please contact us for details.
Germany
yes
 
Greece
yes
Support may be limited in some areas. Islands are not included in the coverage in general; however, they can be available on a T&M basis. Please contact us for details.
Hungary
yes
Limited to Budapest area. Other cities may be available on request
Iceland
yes
 
Ireland
yes
 
Italy
yes
Support may be limited in some areas. Islands are not included in the coverage in general; however, they can be available on a T&M basis. Please contact us for details.
Latvia
yes
 
Liechtenstein
yes
 
Lithuania
yes
 
Luxembourg
yes
 
Malta
yes
 
Netherlands
yes
 
Norway
yes
Within 100km radius from major cities: Oslo, Bergen, Trondheim, and Stavanger. Other cities may be available upon request
Poland
yes
 
Portugal
yes
 
Romania
yes
 
Slovakia
yes
Limited to Bratislava area. Other cities may be available on request
Slovenia
yes
Limited to Ljubljana area. Other cities may be available on request
South Africa
yes
Within 100km radius from major cities: Johannesburg, Durban, Bloemfontein, Port Elizabeth, Cape Town. Other cities may be available upon request
Spain
yes
Support may be limited in some areas. Islands are not included in the coverage in general; however, they can be available on a T&M basis. Please contact us for details.
Sweden
yes
Within 100km radius from major cities: Stockholm, Malmö, Gothenburg. Other cities may be available upon request
Switzerland
yes
 
Türkiye
yes
 
UAE
yes
 
United Kingdom
yes
Support may be limited in some "remote-areas". Islands are not included in the coverage in general; however, they can be available on a T&M basis. Please contact us for details.
USA
see below
Some limitations in remote areas - details see details see US/Canada coverage table

US/Canada Coverage

Note: Coverage is possible within max. 50 miles from below ZIP-codes. Contact support if you have any questions.

Location
State
Country
ZIP Code
Calgary
AB
CA
T3N0A4
Vancouver
BC
CA
V6V1P6
Paradises
NL
CA
A1L0A7
Brampton
ON
CA
L6S6B7
Ottawa
ON
CA
K1V7P2
Dorval
QC
CA
H9P1J8
Anchorage
AK
US
99503
Fairbanks
AK
US
99702
Birmingham
AL
US
35209
Madison
AL
US
35758
Dothan
AL
US
36301
Little Rock
AR
US
72209
Tucson
AZ
US
85713
Yuma
AZ
US
85365
Bullhead City
AZ
US
86442
Tempe
AZ
US
85282
San Leandro
CA
US
94577
Van Nuys
CA
US
91411
McKinleyville
CA
US
95519
San Diego
CA
US
92123
Orange
CA
US
92865
Atascadero
CA
US
93422
Redding
CA
US
96002
Sacramento
CA
US
95660
Bakersfield
CA
US
93301
Los Angeles
CA
US
90045
Fresno
CA
US
93722
Irvine
CA
US
92614
Colorado Spring
CO
US
80906
Durango
CO
US
81301
Aurora
CO
US
80010
Windsor Locks
CT
US
06095
New Castle
DE
US
19720
FT. Lauderdale
FL
US
33315
Orlando
FL
US
32809
Fort Myers
FL
US
33905
Pensacola
FL
US
32534
Jacksonville
FL
US
32255
Doral
FL
US
33126
Tampa
FL
US
33634
Atlanta
GA
US
30337
Savannah
GA
US
31415
Honolulu
HI
US
96817
Des Moines
IA
US
50313
Cedar Rapids
IA
US
52404
Carter Lake
IA
US
51510
Davenport
IA
US
52806
Sioux City
IA
US
51104
Boise
ID
US
83709
Creve Coeur
IL
US
61610
Wood Dale
IL
US
60191
Indianapolis
IN
US
46241
Fort Wayne
IN
US
46818
Wichita
KS
US
67226
Lexington
KY
US
40511
Louisville
KY
US
40218
Erlanger
KY
US
41018
Lafayette
LA
US
70506
Shreveport
LA
US
71101
St. Rose
LA
US
70087
Chelsea
MA
US
02150
Elkridge
MD
US
21075
Portland
ME
US
04101
Bangor
ME
US
04401
Flint
MI
US
48507
Kentwood
MI
US
49512
Romulus
MI
US
48174
Traverse City
MI
US
49696
Duluth
MN
US
55806
Minneapolis
MN
US
55406
N Kansas City
MO
US
64116
Springfield
MO
US
65802
Earth City
MO
US
63045
Cape Girardeau
MO
US
63701
Flowood
MS
US
39208
Helena
MT
US
59601
Billings
MT
US
59106
Wilmington
NC
US
28405
Raleigh
NC
US
27617
Kernersville
NC
US
27284
Charlotte
NC
US
28208
Minot
ND
US
58701
West Fargo
ND
US
58078
Bismarck
ND
US
58504
Manchester
NH
US
03109
Lyndhurst
NJ
US
07071
Edison
NJ
US
08837
Albuquerque
NM
US
87109
N. Las Vegas
NV
US
89115
Reno
NV
US
89502
Rochester
NY
US
14605
Buffalo
NY
US
14225
Guilderland
NY
US
12084
Astoria
NY
US
11105
Syracuse
NY
US
13206
New York
NY
US
10022
Ronkonkoma
NY
US
11779
Columbus
OH
US
43204
Brooklyn Height
OH
US
44131
Maumee
OH
US
43537
Tulsa
OK
US
74116
Oklahoma City
OK
US
73128
Portland
OR
US
97218
Central Point
OR
US
97502
Springfield
OR
US
97478
Hanover Township
PA
US
18706
State College
PA
US
16803
Pittsburgh
PA
US
15233
Folcroft
PA
US
19032
Myrtle Beach
SC
US
29577
Lexington
SC
US
29072
Greer
SC
US
29650
Sioux Falls
SD
US
57107
Rapid City
SD
US
57701
Memphis
TN
US
38118
Nashville
TN
US
37207
Kingsport
TN
US
37660
Alcoa
TN
US
37701
Chattanooga
TN
US
37421
Corpus Christi
TX
US
78418
Amarillo
TX
US
79118
Austin
TX
US
78758
Farmers Branch
TX
US
75234
San Antonio
TX
US
78216
El Paso
TX
US
79906
Houston
TX
US
77088
Lubbock
TX
US
79423
Wichita Falls
TX
US
76309
Beaumont
TX
US
77707
Weslaco
TX
US
78596
Salt Lake City
UT
US
84104
Washington
UT
US
84780
Norfolk
VA
US
23509
Sterling
VA
US
20164
Roanoke
VA
US
24012
Richmond
VA
US
23233
Williston
VT
US
05495
Auburn
WA
US
98001
Spokane Valley
WA
US
99216
Pasco
WA
US
99301
Wenatchee
WA
US
98801
Madison
WI
US
53716
Milwaukee
WI
US
53207
Green Bay
WI
US
54304
Dunbar
WV
US
25064
Huntington
WV
US
25704
Casper
WY
US
82601

Return Material Authorization

Parts Returns. After Acronis provides a resolution pursuant to the Support Service Levels section above, and either (A) Acronis authorizes the Customer to make a replacement of the component, or (B) Customer ’s location makes an onsite visit impracticable, as determined by Acronis in its reasonable discretion, then Customer must request from Acronis a Return Material Authorization ("RMA") via https://account.acronis.com. After Acronis support team processes the return request and if Acronis support team confirms that the request is valid, Acronis will furnish Customer with the proper documentation and information to return the part in exchange for a new part from the Manufacturer.

Acronis Cyber Appliance Parts

The complete list of Acronis Cyber Appliance parts that are covered by the hardware support and warranty is available here - https://kb.acronis.com/applianceparts.

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