Expand All / Hide All Questions about Acronis Cyber Cloud platform Can I use a single account to manage all my customers? A single partner administrator account can manage day-to-day operations, like checking statuses and performing file restores. An individual customer account must be created for initial agent deployment and some restores. This account can be linked to the same email but must have a unique account name. Individual accounts are created for security purposes. They provide data isolation between customers. Please refer to this article for the detailed information about creating user accounts. During the SP trial period, what happens if a partner provisions a customer's account under Production mode? Will that be chargeable? While the main SP account is completing a trial, the rest of the accounts created (whether in trial or production) will not be chargeable during the 30-day trial period. Can I configure custom branding or white labeling for a partner? Yes, it is possible via the Settings -> Branding tab in Management Portal. See this guide: Configuring branding. If you would like to redirect your own URLs to access Acronis services, you’ll need to take some additional steps. Please refer to this Knowledge Base article for the guidance. How can an admin control login access? The company administrator controls access through user management, specifically: User account creation User account deletion User access suspension User role assignment User service access What kind of reporting is available through Acronis Cyber Cloud? Acronis Cyber Cloud provides two types of reporting: Service usage reporting (also available via API) provides actual usage data for every service on the platform and every metered offering item (the number of protected devices by type, GBs of storage used, etc.) Dashboards and widgets provide detailed information about customer service activities (their success/failure status), storage locations (available space), alerts, and other parameters Does Acronis provide a REST API? Yes. A developers guide can be found here. What certifications are required for the partner's engineer to support Acronis Cyber Cloud? Partners are required to do online training (available at https://kb.acronis.com/msptraining) and become Acronis Certified Engineers for Cyber Cloud to provide 1st level support. Is Acronis support available in my country? For service provider solutions, Acronis provides 24/7 worldwide support via email, chat, and phone. Support is provided only in English. For more info visit: https://www.acronis.com/en-us/support/serviceproviderguidelines Can my customer call your support? In our service provider model, the service provider conducts Tier 1 technical support for the customer. How can I change display language of Acronis Cyber Cloud products? To change the interface language of Acronis Cyber Cloud, click on the Profile button in the top right corner, then click on Change language. Select the language that you would like to use and press Select. The language change will also affect notifications. Questions about Acronis Cyber Protection service Can I receive an alarm when a specific event (such as a fault) occurs? Yes. Notifications can be configured on the account level. Any customer account can receive error/warning/success notifications for all devices that are registered under that account. Company administrators can receive error/warning/success notifications for all devices within the company, even if they are registered under different accounts. Partner administrators can receive error/warning/success notifications for all their direct customers’ devices. How do I set up notifications? Notifications are configured on the account level. From Management Portal, choose the account for which you would like to receive notifications and adjust the settings, see details in this article. I signed up for a trial. Where can I download Acronis cyber protection agents? You first need to create a customer tenant and a user account for them. Once that is done, you can either log in as that user or, in Management Portal, select the customer and click Manage service. This will bring you to Cyber Protection Console where you can download the cyber protection agent: navigate do Devices -> All devices and click Add in the upper-right corner. What happens if a failure occurs during a backup? If it's a connection error, the agent will try to resume the backup for a configurable number of attempts (by default: 300 times). If the connection cannot be resumed, the machine suffers an error, or is rebooted – the backup job can resume from where it was interrupted. How much system resource usage will it take to back up? Resource usage is relative to the system specifications and a number of other factors, such as disk speed, disk size, available bandwidth, etc. By default, the Acronis backup process runs on low priority, with the operating system dynamically throttling its resources. On modern servers and workstations, the CPU usage is typically around 3-4% and RAM consumption will be up to 500 MB with CPU spikes during the snapshot phase. How much space do I need on my hard disk for backups? For image-based backups, disk space can be used for storing snapshots of the system. It is recommended you have at least 15% of the disk free for these purposes. What is the maximum disk capacity supported for backups? Acronis Cyber Cloud supports the maximum volume size supported by the source file system. Can you integrate with my storage solution? Acronis provides a hardware-independent software solution that can work with almost any hardware on industry-standard protocols like SMB and NFS. Acronis can also support any block-based storage, as long as it's supported by the operating system. Start configuring locations and storage with reading this article. How can I set up a backup to a network drive? In the backups section of the backup portal: Select Add Location Select a Network folder and enter the network path We also have online documentation. How frequently can I back up (RPO)? This will depend on the size and performance of the hard disk, the amount of data changed, and the available bandwidth. Testing needs to be done, but the minimum threshold is 10 minutes. How do I upload monthly full backups to the cloud? By default, all backups to the cloud are incremental backups. To change from incremental to full backups, create a new backup plan, edit the schedule, and select the desired backup scheme. (Refer to: https://www.acronis.com/en-us/support/documentation/CyberProtectionService/index.html#33511.html) What are the best practices to back up Hyper-V? We recommended you perform agentless backup for Hyper-V guest VMs, unless the VM needs to have ransomware protection and application-aware backups. Then, installing a Windows application agent is required. Does Acronis Cyber Protect Cloud support deduplication? Acronis agents support deduplication, in archives, for a single machine. Any new duplicated files will be skipped and not backed up. Acronis Cyber Cloud does not use a centralized deduplication server as the client's data can be encrypted and containerized for security purposes. What is the compression rate? Compression rates vary depending on the type of data but generally, you can expect around 30-40% compression unless the data is exclusively media files. How is 1 TB measured in Acronis Cyber Protect Cloud? 1TB is measured as 1024 GiB in Acronis Cyber Backup Cloud Does Acronis Cyber Protect Cloud support encryption? Yes, Acronis Cyber Cloud and its services use encryption on all levels. How does ransomware protection work? Acronis Active Protection is an advanced anti-ransomware technology. Completely compatible with the most common anti-malware solutions, our artificial-intelligence-based technology actively protects all of the data on your systems, including documents, media files, programs, Acronis Cyber Protect Cloud files, and more. It can detect and deflect attacks, and restore impacted data. For more information, review this guide in the Knowledge Base. How fast are restorations from the cloud? Restoration speed mainly depends on available bandwidth and your connection to the data center. How granular is Exchange/Office 365 recovery? Granular recovery can restore individual items from the mailbox: a single email, contact, or calendar item. What is the difference between Recovery and Run as VM? Recovery is the traditional way of restoration through bare metal, P2P, V2V, and so on. The recovery time depends on the data size. Run as VM is a modern way to recover your system in seconds by starting any system directly on a VMware or Hyper-V host from your backup storage. How do I do a bare metal restore? Bare metal restores can be done by booting the target machine using bootable media, point to the backup repository for the image file. (Refer to: https://www.acronis.com/en-us/support/documentation/CyberProtectionService/index.html#42056.html) How can I restore a VM to Azure/Google/Amazon? The destination VM needs to have an OS pre-installed with the Acronis agent. The restoration will then be done using either P2V or V2V. It's not possible to use bootable media in Azure/Google/Amazon. Can I restore from a smaller disk to a larger disk and vice versa? Yes. It’s possible to restore a disk image to a smaller drive if the smaller drive has enough space to accommodate the occupied space of the larger disk (e.g. if you have a 200 GB disk with 100 GB of space used, you can transfer an image of this disk to a 150 GB drive, but not to an 80 GB disk). My customer has low bandwidth. How can I upload the initial backup? This process is done in two stages: Creation of the initial backup on external media, please refer to the online documentation. Sending the data, which can be done through physical shipment, also described in this Knowledge Base article, or upload via WAN from an alternative location using a special tool. Does Acronis Cyber Protect Cloud have tools for protecting remote workers? Acronis Cyber Protect Cloud has a number of features specifically designed to offer additional protection to remote workers: Acronis VPN for increased security Special protection plan for remote workers Easy Remote Desktop access from Windows or Mac Mission critical telecommute apps priority patching Secure File Sync & Share Easy remote Windows-based machine wipe in case the device is lost or compromised Remote Desktop connectivity for the end-users Can I call your support to help me do a restore? Technical support can help if you are facing technical problems and can assist in troubleshooting them. They can also help answer your technical questions. Tech support will not do a restore for you but can send you instructions on how to do it. If you require such services, Acronis can offer professional service support. What if my client requires backup, but does not need ransomware protection and other security features? Starting from Acronis Cyber Cloud 20.08, a new Cyber Backup (per GB) edition is available for the environments where only backup is required. See Acronis Cyber Protection: comparison of editions for more information. Questions about Acronis Disaster Recovery service What is the RTO for DR? In most cases, less than 15 minutes. Do I need public IPs for every machine? This is not required and only needed if you want to access the server from an external network. Questions about Acronis data centers What are the advantages of using an Acronis SP data center over Azure and Google data centers? As of today, only Acronis data centers allow the use of all Acronis Cyber Cloud services, such as disaster recovery and physical data shipping. Do you have a list of security certifications and standards for Acronis data centers? Yes, Acronis data centers hold multiple certifications such as ISO 27001, SOC-2, and others. For more details please contact a sales representative. Do you have a data center in my country? How can I comply with data sovereignty laws? Acronis has multiple data centers across the world that are used for management and data storage. For more details, please see the map above. If a data center is not present in a certain country, it is possible to configure alternative storage locations. Whether these are at your own data center or a supported public cloud such as Amazon, Microsoft Azure, or Google Cloud.