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).
Trial version support is provided for the current product version only.
The tables below show available options for technical support:
Home&Home Office products
|
Product name |
KB |
Forum |
|
Chat |
Phone |
Initial Response time |
Updates |
|
|
Free |
Paid |
|||||||
|
Acronis True Image Premium 2020 |
Yes |
Yes |
Yes*** |
Yes*** |
Yes*** |
- |
24h* |
Yes |
|
Acronis True Image Advanced 2020 |
Yes |
Yes |
Yes*** |
Yes*** |
Yes*** |
- |
72h* |
Yes |
|
Acronis True Image 2020 (One-time purchase license) |
Yes |
Yes |
Until 20 Oct, 2020** |
Until 20 Oct, 2020** |
No |
PPI |
72h* |
Yes |
|
Acronis True Image 2019 (One-time purchase license) |
Yes |
Yes |
PPI |
PPI |
No |
PPI |
72h* |
Yes |
|
Acronis Disk Director 12.5 Home |
Yes |
Yes |
24 months** |
24 months** |
No |
PPI |
72h* |
Yes |
|
Acronis Revive 2019 |
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 during 14 months after the release of the product version (for Acronis True Image) or after purchase/serial number registration (for Acronis Disk Director) during Support Lifecycle. See also Acronis Advantage.
***While subscription is active.
Enterprise products
| Product name | KB | Forum | Chat | 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) |
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 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) |
No |
| Acronis Disk Director 12.5 Workstation/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 |
| 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:
- KB - Acronis Knowledge Base
- Forum - Acronis Forum
- AA - Acronis Advantage support program. To purchase the support program, fill Maintenance Renewal Request Form.
- PPI - Pay Per Incident support option. See also Purchasing Acronis Support Program (Pay Per Incident)
More information
See also:
- Downloading the Latest Build of Acronis Software
- Difference between an Upgrade and an Update
- How to find the serial number of your Acronis product
- Registering Acronis Products at the Website
- Purchasing Acronis Support Program
- Acronis Drive Monitor: Support Options
- Technical Support for Trial Versions