An enhanced self-service knowledge base library, online troubleshooter, and three subscription-based support programs aimed to provide customers with world-class service, at a level and cost that meet specific support needs. For the Acronis® line of corporate products, the first year subscription of either the Acronis Advantage Standard or Premier level of service is included.
*Please note that phone and chat support is only provided in English during non-business hours.
Online Troubleshooter — A web-based tool designed to give rapid access to an issue-specific knowledge base that will help solve problems and pre-load their support issue into a response system for a faster turnaround.
Knowledge Base — newly updated with articles detailing how to install products, technical solutions, and tips on how to maximize the capabilities of Acronis products. An enhanced search engine speeds access to relevant articles.
| | Self Service | Customer Service | Trial Product Support | Acronis® AdvantageSM Premier | |
| Terms | Access to Knowledge Base articles and documentation | Administrative, license/serial number, web navigation, download, or promotional offer issues | Valid for length of the trial | Subscription based support | Subscription based support |
| Pricing | Free | N/A | Free | Subscription based; First year of service included in purchase price | Included in subscription |
| Scope of Service | Unlimited | Unlimited** | Within trial period | Unlimited* within subscription period | Unlimited* within subscription period |
| Availability | 24 x 7 | 12 x 5 | 24 x 7 *** | 24 x 7 *** | 24 x 7 *** |
| Support Method | Online library | Email, chat | Email, chat | Email, chat, phone | Email, chat, phone |
| First Response Time for Critical Problems | No Charge | 3 Business days | 3 Business days | 1 hour (For immediate assistance use chat or phone. Initial response time to email is up to 24 hours) | 1 hour (For immediate assistance use chat or phone. Initial response time to email is up to 24 hours) |
| Software Updates | N/A | N/A | Yes | Yes | Yes |
| Upgrades to New Versions | N/A | N/A | N/A | Yes | Yes |
To renew your support subscription please fill in the form
| | Self Service | Customer Service | Trial Product Support | Standard Support | Subscription Support | Premium Support |
| Terms | Access to Knowledge Base articles and documentation | Administrative, license/serial number, web navigation, download, or promotional offer issues | Valid for length of the trial | Valid during support lifecycle | Subscription based support | Subscription based support |
| Pricing | Free | N/A | Free | Free | Free | Free |
| Scope of Service | Unlimited | Unlimited** | Within trial period | Unlimited** | Unlimited** | Unlimited** |
| Availability | Online | 24 x 7 *** | 24 x 7 *** | 24 x 7 *** | 24 x 7 *** | 24 x 7 *** |
| Support Method | Online library | Email, chat & self-service through personal account | Email, chat | Email, chat | Email, chat, free phone | Email, chat, free phone |
| Email Response Time | No Charge | 3 Business Days | 3 Business Days | 3 Business Days | 3 Business Days | 1 Business Day (For immediate assistance use chat or phone) |
| Software Updates | N/A | N/A | Yes | Yes | Yes | Yes |
| Free Upgrades | N/A | N/A | N/A | N/A | Yes | Yes |
* Support current version plus one version back. All other versions are supported via knowledge base.
** Within commercially reasonable limits.
*** Please note that phone and chat support is only provided in English during non-business hours.
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