6031: List of support options for Acronis products

Summary: list of available support options for Acronis products

 

Free support by e-mail and chat is available for Customer care issues (license/serial number, web navigation, download and presales questions).

The tables below show available options for technical support:

Home&Home Office products

Product name

KB

Forum

E-Mail

Chat

Phone

Initial Response time

Updates

Free

Paid

Acronis True Image Premium 2018

Yes

Yes

Yes***

Yes***

Yes***

-

24h*

Yes

Acronis True Image Advanced 2018

Yes

Yes

Yes***

Yes***

Yes***

-

72h*

Yes

Acronis True Image Standard 2018

Yes

Yes

24 months**

24 months**

No

PPI

72h*

Yes

Acronis True Image Subscription 2017

Yes

Yes

Yes***

Yes**

Yes***

-

72h*

Yes

Acronis True Image 2017

Yes

Yes

24 months**

24 months**

No

PPI

72h*

Yes

Acronis Disk Director 11 Home

Yes

Yes

24 months**

24 months**

No

PPI

72h*

No

Acronis Disk Director 12 Home

Yes

Yes

24 months**

24 months**

No

PPI

72h*

Yes

Acronis Revive 2017

Yes

Yes

12 months**

12 months**

No

No

72h*

Yes

All other products

Yes

Yes

No

No

No

No

No

No

*For immediate assistance use our chat service.

**Free technical support by chat and e-mail is available after purchase or serial number registration during Support Lifecycle. See also Acronis Advantage.

***While subscription is active.

Enterprise products

Product name KB Forum Chat E-Mail Phone Updates
Acronis Backup 12.5 Yes Yes Yes
(as long as subscription license is valid or maintenance is active)
Yes
(as long as subscription license is valid or maintenance is active)
Yes
(as long as subscription license is valid or maintenance is active)
Yes
Acronis Backup 12 Yes Yes Yes
(as long as subscription license is valid or maintenance is active)
Yes
(as long as subscription license is valid or maintenance is active)
Yes
(as long as subscription license is valid or maintenance is active)
Yes
Acronis Backup (Advanced) 11.7, all editions, perpetual license Yes Yes Yes
(as long as subscription license is valid or maintenance is active)
Yes
(as long as subscription license is valid or maintenance is active)
Yes
(as long as subscription license is valid or maintenance is active)
Yes
Acronis Backup (Advanced) 11.7, all editions, subscription Yes Yes Yes
(as long as license is valid)
Yes
(as long as license is valid)
Yes
(as long as license is valid)  
Yes
Acronis Backup (Advanced) 11.5, all editions Yes Yes Yes
(as long as maintenance is active)
Yes
(as long as maintenance is active)
Yes
(as long as maintenance is active)
No
Acronis Backup & Recovery 11.5 (all editions and add-ons) Yes Yes Yes
(as long as maintenance is active)
Yes
(as long as maintenance is active)
Yes
(as long as maintenance is active)
No
Acronis Backup & Recovery 11 (all editions and add-ons) ** Yes Yes Yes
(as long as maintenance is active)
Yes
(as long as maintenance is active)
Yes
(as long as maintenance is active)
No
Acronis Backup & Recovery 10 (all editions and add-ons) ** Yes Yes Yes
(as long as maintenance is active)
Yes
(as long as maintenance is active)
Yes
(as long as maintenance is active)
No
Acronis vmProtect 9 Yes Yes Yes
(as long as maintenance is active)
Yes
(as long as maintenance is active)
Yes
(as long as maintenance is active)
No
Acronis Monitoring Service Yes Yes No Yes
(as long as license is valid)
Yes
(as long as license is valid)
Yes
Acronis Snap Deploy 5 Yes Yes Yes
(as long as maintenance is active)
Yes
(as long as maintenance is active)
Yes
(as long as maintenance is active)
Yes
Acronis Snap Deploy 4 ** Yes Yes Yes
(as long as maintenance is active)
Yes
(as long as maintenance is active)
Yes
(as long as maintenance is active)
No
Acronis Disk Director 10.0 Server ** Yes Yes Yes
(as long as maintenance is active)
Yes
(as long as maintenance is active)
Yes
(as long as maintenance is active)
No
Acronis Disk Director 11 Advanced Yes Yes Yes
(as long as maintenance is active)
Yes
(as long as maintenance is active)
Yes
(as long as maintenance is active)
Yes
All other products Yes Yes No No No No

Initial response time to email is up to 24 hours. For immediate assistance use chat or phone service. For trial versions support via email/chat is available.

** Service is provided according to Support Lifecycle. If the product does not work as advertised and fixing the issue requires additional product development, only an upgrade to the most recent version can be suggested as a fix. Upgrade is provided for free to AA owners in this case.

Legend:

More information

See also:

 

Tags: 

You are reporting a typo in the following text:
Simply click the "Send typo report" button to complete the report. You can also include a comment.
CAPTCHA
This question is for testing whether or not you are a human visitor and to prevent automated spam submissions.
9 + 11 =
Solve this simple math problem and enter the result. E.g. for 1+3, enter 4.