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).

    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

    E-Mail

    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

    14 months**

    14 months**

    No

    PPI

    72h*

    Yes

    Acronis True Image 2019 (One-time purchase license)

    Yes

    Yes

    Until 20 Oct, 2019**

    Until 20 Oct, 2019 **

    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

    Acronis Ransomware Protection

    Yes

    Yes

    No

    No

    No

    No

    No

    No

    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 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)
    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)
    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.

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