Submitting a Case
You can submit cases through any of the following methods:
Please note there is no product registration for any Mobility product (i.e. Access Advanced, MassTransit, Acronis Access Connect (formerly ExtremeZ-IP), mobilEcho, activEcho, or ArchiveConnect) and this will not affect your ability to open a case with us.
- Web (preferred): http://www.acronis.com/mobilitysupport. A case will be created automatically and you will immediately receive a confirmation email with the case number. The support team will also receive an email notification about the case.
- Phone: 703-527-7979, option 5. If all Support Engineers are busy, please open a new case at http://www.acronis.com/mobilitysupport. You will have the option to leave a message about an existing case. The voicemail is automatically emailed to our support team.
You will receive an initial confirmation email with a case number. For cases submitted via the web, this will be an immediate automated email. Please check any spam filter you may have if you do not see this automated confirmation email within a few minutes. Existing cases updated via voicemail will be followed up upon as soon as possible, during our regular support hours.
Priorities & Assignment
We assign each case a Severity from A through D.
||Issues causing serious disruptions or shuts down operations: Server down (crash, hang services won't start); clients unable to connect/transfer data; critical websites down, upgrade failure, data loss or corruption
||Significant disruptions to operations: Some clients unable to connect/transfer data; major performance degradation (slow but still working; major product feature not working)
||Minimal disruptions to operations: Minor product feature not working (ex. mE or MT reports cannot be exported); new workflow setup issue or new installation issue; minor performance issues
||No operational impact: Feature requests; non-technical questions (ex. Serial number issue); non-Customer related; internal Acronis related (non-production system)
Your case will be assigned to a Support Engineer with the appropriate knowledge and availability to help.
If you submit your case via web, the assigned Support Engineer will contact you as soon as possible, during normal support hours. The timeframe will depend on current caseload and urgency.
Depending on the nature of the case and the information needed to advance the investigation, the follow-up may proceed via email or phone. Your Support Engineer may also suggest that you work together through web-based screen sharing. After the initial response, case follow-up will depend on the nature of the next steps. In some cases, the next step may require that you perform configuration changes or wait for another occurrence of the problem. We request your participation and cooperation while the case is being investigated. Also, we do have automated processes in place to improve efficiency. If a Support Engineer requests additional information from you (i.e. logs, screenshots, clarification), please reply at your earliest convenience. If we do not hear back within a couple of days, an automated email will be sent asking, "if the issue has been resolved or do you need more time to respond". After third attempt, case will automatically close and cannot be reopened. Please reply to one of the automated emails that will inform us of current status and also interrupt the three strikes (3x) process.
Some cases may require involvement from outside of the support department. As warranted, your Support Engineer may escalate the case to involve one or more of the following teams:
- Product Management
In most cases, the Support Engineer will remain as your case owner and point of contact. Exceptions may occur in situations where the case involves a sales matter or a matter of future development that should be discussed with a Product Manager.
In some cases, Support will consult with Development to determine whether the observed problem is a bug or to establish next steps.
If the case is dependent on a bug fix or other product change, it will be escalated to the maintenance queue for resolution. Support, Development and Product Management will determine the priority for the product change. Once the change has been implemented, our QA team will verify that the fix works and that it does not introduce unintended side effects. It will then be made available to all Customers on maintenance, or initially to a subset if the change is isolated.