57400: Acronis Disaster Recovery Service: Service Levels Response Times

Acronis Disaster Recovery support tickets can be created via Recovery Console, by phone, and email.

Level Response Time Definition Response
Critical 30 Minutes A system, Service or Data is not accessible and the client end users of are not able to access primary DR services. Acronis Disaster Recovery support will initiate diagnostic and remedial measures within thirty (30) minutes of client’s telephonic, electronic or other notification of a Critical Problem. Once support has commenced corrective measures, they will work continuously and diligently until the problem has been remedied.
High 4 Hours A system, Service or Data is not accessible and/or operational, but immediate access is not needed by client and /or no end user outage to primary services is experienced. Acronis Disaster Recovery support will initiate diagnostic and remedial measures within four (4) hours of client’s telephonic, electronic or other notification of High Priority Problems. Once support personnel has commenced corrective measures, they will complete all such corrections as soon as reasonably practicable.
Medium 24 hours A system, Service or Data is not accessible and/or operational, but a work around is available that allows access, or immediate access is not needed by client. Acronis Disaster Recovery support will endeavor to correct the problem and furnish a remedy no later than seven days after client’s initial notification.
Low 7 calendar days Technical questions and/or services not regarding an inaccessible system, Service or Data. Acronis Disaster Recovery support will endeavor to correct the problem and furnish a remedy as available.
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