52406: Support Guidelines for Service Providers

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Acronis is committed to provide world-class customer service and support. English speaking technical support can be contacted by email and telephone seven days a week, 24 hours a day.

The Service Provider is responsible for Tier 1 support directly to its Resellers, Subresellers and/or End Users. Service Provider will be instructed to separately indicate two (2) points of contact for all issues related to these Support Guidelines.

Scope of Support. Refer to this page for detailed information about scope of support.

Certification. As part of its onboarding, Acronis will offer Service Provider technical and commercial product trainings, together with training on reporting and support procedures. Service Provider will need to pass an exam after attending the mandatory free on-line training programs to become an Acronis Certified Service Provider. The certification is valid for eighteen (18) months. Acronis Certified Service Providers must maintain a minimum of two (2) certified employees.

Support Period. For a period of thirty (30) days after the effective date of the Service Provider’s agreement, Acronis will provide support without limitation to the number of Incidents reported. During the next eleven (11) months, support will be limited to the Incident quota according to table below. After the first twelve (12) months, Service Provider will be allotted a certain number of Incidents per every year (if contract is renewed), based on the Minimum Monthly Commitment in place at the time of contract renewal, according to the table below. An "Incident" shall be defined as a unique case for one (1) technical issue requiring Acronis support. If Service Provider submits multiple cases for technical issues within one (1) opened support ticket, each technical issue requiring assistance shall count as a separate Incident for the purposes of these Support Guidelines.

Current Commitment Number of Incidents
Tier I 10
Tier II 20
Tier III 30
Tier IV 50

"Tiers" correspond to the Minimum Monthly Commitment that the Service Provider has chosen in their agreement.
In USD, Tier 1 = $250 Minimum Monthly Commitment, Tier II = $1,000 Minimum Monthly Commitment, Tier III = $2,000 Minimum Monthly Commitment, and Tier IV = $4,000 Minimum Monthly Commitment.

Bug Reporting. In the event that Service Provider identifies and reports an Incident that relates to a bug or error that has not been previously identified and documented by Acronis, Service Provider shall be entitled to either receive a support Incident credit applied to their annual Incident quota or a credit for paid Incidents.

Additional Fees. Non-Certified Service Providers are charged for each opened support ticket, unless the event giving rise to the Incident is a confirmed Platform or Acronis product software defect. Certified Service Providers will be charged for each Incident in excess of the number of Incidents set in the table above. The exact fee is dependent on the currency of the Service Provider’s agreement, with USD as the default currency if the fee is unavailable in the currency of the agreement. The currency-specific fees per each Incident above the allotted amount are as follows: 250 USD; 250 EUR; 30,000 JPY; 307 AUD; 14,000 RUB; 165 GBP; 350 CAD. Acronis reserves the right to introduce annual support and maintenance fees and change the support offerings. Response Time. Acronis is committed to the success of its Service Providers and understands the importance of responsiveness and fast resolution times in case of a technical error. Incidents caused by third-party software are not subject to these response metrics.

Acronis Data Cloud and Storage Response Time
Severity Response Time Target Temporary Solution Permanent Resolution
Sev. 0 ≤ 1 hours ≤ 1 day 15 business days
Sev. A ≤ 4 hours ≤ 1 day 15 business days
Sev. B ≤ 4 hours ≤ 2 days 20 business days
Sev. C ≤ 8 hours ≤ 3 days 30 days
Sev. D ≤ 24 hours n/a Next release

Acronis Files Cloud Response Time
Severity Response Time Target Temporary Solution Permanent Resolution for Server Issues Permanent Resolution for Client Issues
Sev. A ≤ 4 hours ≤ 1 day 15 business days 30 days
Sev. B ≤ 4 hours ≤ 5 days 20 business days 60 days
Sev. C ≤ 8 hours ≤ 10 days 45 days 90 days
Sev. D ≤ 24 hours n/a Next release Next release

Additional Information. Acronis support may require additional information related to environment or need you to perform tests to assist in the resolution of the issue. When requested by Acronis, Service Provider must provide prompt and full cooperation in providing any necessary information, and performing necessary tests regarding Acronis’ service level targets. Acronis is not liable for its failure to meet service level targets in the event that Service Provider fails to provide necessary information when requested. Acronis shall at all times maintain sufficient resources, processes, policies, technology and safeguards to achieve the Response Time and Target Temporary Resolution, and shall use continuous efforts to achieve a workaround with minimum impact on the Service Provider’s business. If the Target Temporary Resolution is not achieved, Acronis shall escalate the problem to the Service Provider’s customer care professional (if any) or escalate the matter to an Acronis senior support manager.

Service Provider’s Role. Acronis expects its Service Providers to provide first line support to the Service Provider’s Resellers, Sub-resellers and End Users. Acronis Service Provider Support is therefore exclusively available for Service Providers. It is recommended to have the latest update installed before reaching out to support. The majority of all the reported issues in the product that have been previously reported may most likely have been fixed in the latest build. Initial releases are an exception.

Recommended Trial. Furthermore, we understand that each Service Provider’s environment is unique and may contain multiple software applications including internet security, virus protection, and firewalls that may conflict with Acronis software. Therefore, we strongly encourage all Service Providers to take full advantage of the Acronis trial period prior to purchase. The trial period serves as an insurance policy and allows the Service Provider an opportunity to verify if the product works satisfactorily in his/her environment without any commitments.

What information should I gather before contacting Acronis Service Provider support? Please have the following information available before contacting Acronis technical support:

  1. Define the issue:
    1. Explain the symptoms of the issue;
    2. Provide error messages or error output associated with the issue (if there is any);
    3. Provide as many details related to the issue as possible, including steps to recreate the issue;
    4. Define the desired action or outcome you want from the product;
    5. Attach screen shots of the issue you are facing, if possible.
  2. Determine the business impact:
    1. How does this affect your system and your ability to meet your business needs?
  3. Gathering relevant information:
    1. Know the current product build number installed;
    2. Explain if the issue occurred before or if this is an isolated Incident;
    3. Explain what occurred before the issue was detected;
    4. List the hardware, software or other environmental changes recently made to the system;
    5. Provide the proper contact information for Acronis Service Provider Support follow-up.
  4. Additional Information
    1. Provide environment details (OS, network configuration, etc.);
    2. Provide user account login.

Support request template. Use the following template when submitting a new ticket.

Acronis Self-Service Options. Acronis Customer Central (not exclusively for Acronis Service Providers) provides 24 x 7 access to self-service options that 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 Backup Cloud: https://kb.acronis.com/acronis-backup-cloud
    Acronis Backup 12.5: https://kb.acronis.com/acronis-backup-12-5
    Acronis Backup 11.7: https://kb.acronis.com/acronis-backup-advanced-11-7
    Acronis Storage: https://kb.acronis.com/acronis-storage
    BackupAgent: https://kb.acronis.com/backupagent
    Acronis Backup Advanced for vCloud: https://kb.acronis.com/acronis-backup-advanced-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.
Acronis Support Severity Definitions
Severity Definition
Sev. 0 This severity level is applicable to Acronis Disaster Recovery Cloud incidents only. There are issues preventing failover from completing, recovery server in production is inaccessible by a customer or cannot be used for production purposes due to other reasons.
Sev. A The product or service is down or non-operational, several or all major features are affected, e.g. no data can be accessed, critical performance issues make using the product or service impossible, data loss is suspected. Customer’s business operations are affected. No workaround available.
Sev. B Major product or service feature affected, e.g. deployment, configuration, activation, account management, data management. There is critical time sensitivity, but no massive or severe impact on business operations.
Sev. C Product or service feature is affected to a limited degree, with irregular behavior happening only under specific conditions, e.g. compatibility issues with specific 3rd party products or services, issues isolated only to customer-specific environment configurations, not critical performance degradation, undocumented behavior. There is no urgency in addressing the issue. .
Sev. D Product or service features are not impacted. Customer service, pre-sales, website-related queries; minor usability, GUI issues; how-to questions, product information (functionality, requirements, setup, etc.) requests.

Service Information for Acronis Disaster Recovery Local Cloud Appliances

All Acronis Local Cloud Appliance hardware includes three (3) years warranty repair, next business day on-site service for defective components.

Please be prepared to provide the site name, address, telephone number, the site contact name, the model and serial number(s) of the affected equipment and a brief description of the problem. It is very important that you have the system serial number so our help desk can immediately look up your information in our database for quicker and more effective diagnosis of your problem.

Subject to the Service Level Agreement in these Support Guidelines, a service call will be logged into our service call system, and a technical service representative will call the site contact within one (1) hour.

After diagnosis has been performed, the help desk will coordinate the dispatch of service parts and Field Engineers to your site. You are responsible for providing our Field Service Engineers with access to the LCA in a safe environment.

If spare parts have been shipped to you, you may be asked to return any unused and defective parts after service is complete. You may be asked to package parts for return and deliver the package(s) to the selected courier for return to the appropriate address on the return-shipping label. If parts return shipments are not received by Acronis within ten (10) business days of the completion of the repair to your LCA, you will be invoiced for the parts replacement price.

End-of-life (EOL) policy. Acronis will only support Product installations that are no older than two (2) prior released versions. Service Provider must update to the most up to date version of the Software within six (6) months of its release.

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