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:
Personal products
|
Product name |
KB |
Forum |
|
Chat |
Phone |
Initial Response time |
Updates |
|
|
Free |
Paid |
|||||||
|
Acronis Cyber Protect Home Office - Premium |
Yes |
Yes |
Yes*** |
Yes*** |
Yes*** |
- |
24h* |
Yes |
|
Acronis Cyber Protect Home Office - Advanced |
Yes |
Yes |
Yes*** |
Yes*** |
Yes*** |
- |
24h* |
Yes |
|
Acronis Cyber Protect Home Office - Essentials |
Yes |
Yes |
Yes*** |
Yes*** |
Yes*** |
- |
24h* |
Yes |
|
Acronis True Image 2021 (One-time purchase license) |
Yes |
Yes |
Until 31 Dec, 2021** |
Until 31 Dec, 2021** |
No |
No |
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.
** For Acronis Cyber Protect Home Office (formerly Acronis True Image): free technical support by chat and e-mail is available till the end of the calendar year for the immediate previous version after new product is released. For Acronis Disk Director: free technical support available for the specified period after purchase/serial number registration (during Support Lifecycle). See also Acronis Advantage.
***While subscription is active.
Enterprise products
| Product name | KB | Forum | Chat | Phone | Updates | |
| Acronis Cyber Protect 15 | 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 Cyber Backup 12.5 | Yes | Yes | No | No | No | No |
| Acronis Snap Deploy 6 | 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 5 | 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) |
Yes |
| Acronis Manager Standard, Acronis Cloud Manager, Acronis Cloud Security and Acronis Cloud Migration (formerly 5nine products) | Yes | Yes | No | Yes | No | Yes |
| All other products | Yes | Yes | No | No | No | No |
The 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.