Acronis AdvantageSMFrequently Asked Customer Questions:
Q: What is required to get support from Acronis? A: Customers can choose one of the following options Acronis Advantage program: Customers who purchase a Corporate product receive a serial number with their annual subscription. During their first year, Customers are eligible for support with the options described on the Acronis Advantage web page. If the support program has expired, one can renew it or purchase Acronis Pay Per Incident Support. Pay Per Incident: Customers who purchased a Home product or Customers not enrolled in Acronis Advantage Standard or Premier can choose to purchase support for a single incident. Customers can purchase support on http://www.acronis.com.hk/support/contact-us.html after selecting the type of request, choosing a registered product and pressing "Buy Pay Per Incident". Customers who purchased Pay per Incident are eligible for phone support and priority chat/email support. Pay per Incident support is valid for one support case.
Knowledge base: Customers not wishing to purchase support for a single incident, or enrolling in the Acronis Advantage program can use the Knowledge Base to search for articles on how to fix their particular issue. Additionally, one can discuss the issues and questions in Acronis communities at http://forum.acronis.com. Recent Purchases (for Home and Home Office products only): Customers who purchase a Home or Home Office product are entitled to standard support for 30 days after the purchase. Support includes chat and email support channels. By visiting to http://www.acronis.com.hk/support/ and clicking on the "Contact Us" link, Customers should select their type of request and product name. After that the contact info and support options will be displayed. Up 
Q: Does Acronis provide free support? A: Yes. Acronis Home and Home Office products include 30 days of warranty support from date of purchase. Additionally, Acronis provides warranty support for all recovery problems at no charge. Acronis does offer presales technical support during trial period at no additional cost, and support for registration and serial number issues after purchase, except for cases where Support needs to generate a new serial number. Up
Q: What is the Acronis Advantage™ support program? A: The Acronis Advantage support program is a multi-level subscription support and maintenance program designed to provide a unique and flexible array of support services. There are two support and maintenance subscription plans available: - Acronis Advantage Standard - Offers access to 12 x 5 support services Monday through Friday, 8am-8pm EST via chat, email and phone with one of our dedicated support professionals. In the event of a critical system error, a support professional will respond within one business day.
- Acronis Advantage Premier - Offers access to 24 x 7 support services available via chat, email and phone. Acronis Advantage Premier Customers receive priority support. In the event of a business-critical system error, Customers will receive the initial response within one hour. The first year of support service is included with the purchase of any Acronis corporate product.
Please note that support is only provided in English during non-business hours. In addition to the subscription plans, Acronis will also offer: - Online Troubleshooter - A web-based tool designed to provide rapid access to an informative knowledge base that will help end users solve problems and find necessary information.
- Expanded Knowledge Base Library - 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.
- Pay Per Incident Support - An expanded program that allows Customers to purchase support for a single incident from one of Acronis’ dedicated support professionals.
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Q: I am an Acronis True Image Home user, what are my support options? A: Acronis Home Products users have the following options available: - Purchase support through Pay Per Incident option. Pricing for pay per incident support is US$9.95 (livechat, phone and priority email support)
- Consumers that have purchased a home product in the past 30-days are entitled to standard support services (livechat and email support).
One can get the available support options by going to http://www.acronis.com.hk/support/contact-us.html, selecting the type of request and choosing a registered product. Login to Acronis web account is required to get support for trial and full version of Acronis software.
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Q: I use an old version of Acronis product. How can I get support for it? A: Acronis provides support for the current version plus one earlier version for all product lines (for example, we support Acronis Backup & Recovery 11 and Acronis Backup & Recovery 11.5 along with Acronis Backup & Recovery 10). You can find the current versions of the products on product pages on http://www.acronis.com.hk. For older versions, a Customer may be able to find useful articles, solutions and tips by using the Acronis Knowledge Base found at http://kb.acronis.com and by reading and creating threads in Acronis Forum http://forum.acronis.com/ Up
Q: What is the cost of Pay Per Incident support (PPI)? A: For standard corporate products, the cost of PPI is 25% of the cost of a single license; Pay per incident (PPI) support for Acronis Backup & Recovery Workstation is $20.00 per incident. Pay per incident (PPI) support for Acronis True Image Home products is US$9.95 per incident. Pay per incident support for custom built products (like Acronis True Image Personal Edition and OEM products) costs US$29.95. Up
Q: What options are included into my Acronis Advantage program? A: Generally, Acronis provides support for all aspects of Acronis software functionality. Additionally, we cover such cases as system issues proven to be caused by Acronis, and Windows systems being unbootable after restore to dissimilar hardware with Acronis Universal Restore etc. Please note that the following options are not a part Acronis Advantage support programs: - Third-party product support;
- Consultations on networking issues;
- User and security administration
- Security evaluations or recommendations
- Architectural design
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Q: When does the entitlement to the Acronis Advantage program activate? A: Upon purchase, Customers with subscriptions to either Acronis Advantage Standard or Premier can begin using support services. In case of boxed or consumer products, one should register the serial number first on http://www.acronis.com.hk/my/box/ (for 8/16 digit short serials) or http://www.acronis.com.hk/my/products registration. Additional proof of purchase may be required. Up
Q: I don't have a subscription, what are my options? A: In this scenario, the Customer has the following options: - Renew a subscription to either Acronis Advantage program.
- Purchase support through the Pay Per Incident option.
- Consumers in all regions that have purchased a home product in the past 30-days are entitled to standard support services.
One can get the available support options by visiting http://www.acronis.com.hk/support/ and clicking "Contact Support", selecting the type of request and choosing a registered product. Login to Acronis web account is required to get support for trial and full version of Acronis software. Up
Q: My support subscription expired a while ago. What are my options? A: Beginning March 2, 2009, a Customer can purchase a new subscription to the Acronis Advantage program: * Acronis Advantage Standard - Offers access to 12 x 5 support services Monday through Friday, 8am-8pm EST via chat, email and phone with one of our dedicated support professionals. In the event of a critical system error, a support professional will respond within one business day. * Acronis Advantage Premier - Offers access to 24 x 7 support services available via chat, email and phone. Acronis Advantage Premier Customers receive priority support: in the event of a business-critical system error, Customers will receive the initial response within one hour. The first year of support service is included with the purchase of any Acronis corporate product. Phone support is available in English only out of business hours.
If a Customer does not want to renew their support and maintenance contract and join the Acronis Advantage program, then they still have the option of purchasing support for a single incident. By visiting http://www.acronis.com.hk/support/ and clicking on the "Contact Support" link, Customers should select their type of request and product name. After that the contact info and support options will be displayed. Up
Q: I have Acronis Advantage Standard and my system crashed overnight. What are my options? A: In this scenario, the Customer can upgrade to Acronis Advantage Premier, buy Pay Per Incident support, or wait till their 12 x 5 program coverage starts again. Up
Q: Can I downgrade from Acronis Advantage Premier to Standard? A: Yes, it is possible when renewing a support program. At the time of renewal, Customers can adjust their level of service. Up
Q: Are there separate license numbers for support? A: With Acronis Advantage program, no separate support keys are created. The product license number is used to validate the level of support services available. Up
Q: What is the definition of an incident? A: Acronis defines an incident as one technical problem, limited in scope. Up
Q: How can I refer to my previous call if I need to contact Acronis with the same query again? A: All helpdesk requests are logged into our internal tracking system/CRM. Each helpdesk request has a unique identification number, named "Case Number". You may be asked to reference this "Case Number" for all future correspondence with Support until resolution. Up
Q: What levels of Issue Severity are there? A: There are four levels, Severity A, Severity B, Severity C, and Severity D. Severity A: Business down/severe issue.This category includes issues causing serious disruption to business operations: Backup Systems are down or non-operational in key aspects, e.g. Backup Creation, Backup Recovery, Backup Validation, Deployment, Disk Management, Product Installation failures, Unbootable/Crashing System, Significant System Performance Degradation preventing backup core functions. Severity B: Large issues with critical time sensitivity, but not Business Down: Major product functions don’t work, e.g. Connection, Centralized Management, Scheduler, Boot Management, Cloning issues, Bootable Media/Secure Zone/Vault Creation, Pre/Post Operations failures. Severity C: Moderate Priority Issues: Product functionality is impacted, but most operations continue, e.g. Product Performance Degradation, Logging errors, Undocumented Behavior, Notification failures. Severity D: Minor issues: Product functionality is not impacted. Customer service, Pre-Sales, Website-related queries, minor Usability, GUI issues, How-to questions, Product information requests (functionality, requirements, setup, etc.), Feedback. Up
Q: What happens with my support request as soon as I submit one? A: All support requests are logged within Acronis internal tracking system. Each request that refers to a particular problem on a certain machine is given a unique identification number ("Case number"). After submitting a request, you will receive an automatic e-mail from Acronis Customer Central with case number.
Please note that if you report two problems, two separate cases are created in order to enhance the level of service and keep track of your requests more efficiently. Please make sure that you refer to "Case number" when you need to contact Support for additional assistance regarding an existing request. When replying to emails sent by Acronis, please do not modify the subject field as it contains a fingerprint of your request and allows us to append your correspondence to an existing case." Up
Q: How can I provide feedback about my support experience? A: By going to http://www.acronis.com.hk/support/feedback.html Customers can find a link to support experience feedback. Every Customer’s feedback we receive including suggestions, complaints, appreciations or compliments is tracked in our internal system called the "Customer Listening System". Even though we do not respond to all comments individually, we regularly read, analyze and act on our Customer feedback. This helps us constantly focus on continuously improving and driving a better overall Customer Experience with the Products and Services we offer to our Customers Up
Q: Do I have to pay if I just have a quick question, or if it only takes a few minutes to get a resolution? A: For Customer service related questions (download issues, web-site and personal account problems, serial number queries) Customers can contact us 12 x 5 via email and livechat The service is provided without any additional charge. For support related issues, Customers that have purchased a license in the past 30 days for home and home office products, can contact Acronis Customer Central via chat and email per a warranty 30-day support program. Customers enrolled in the Acronis Advantage program can contact Acronis Customer Central, following the terms of the program they are enrolled in. Customers can also purchase Support license for a single incident through the Pay Per Incident option. This can be done by going to http://www.acronis.com.hk/support , selecting a type of request, choosing a respective product and clicking "Buy Pay Per Incident License" Details for each option can be found at http://www.acronis.com.hk/support/advantage.html Up
Q: Will I be able to talk to the same support professional if I need to initiate a further support request? A: Depending on the support staff scheduling, you may be able to talk with the same person. If scheduling does not permit, another support professional will be able to review the case status and continue to provide support. All helpdesk requests are logged into our internal tracking system/CRM. Each helpdesk request has a unique identification number, named "Case Number". Please make sure you refer to your case number when you are contacting Acronis Customer Central regarding an existing case. Up
Q: Can I get support for the Acronis True Image Personal Edition? A: Acronis True Image Personal Edition products have a limited number of features and are usually distributed as part of a promotional campaign. You have the option of purchasing support for a single incident through Acronis Customer Central for US$29.95. By visiting http://www.acronis.com.hk/support/ and clicking on the "Contact Us" link, Customers will be led through a quick wizard and given the correct contact info and options available. Up
Q: Can I get support for OEM products like Maxtor MaxBlast 5 or Seagate DiscWizard? A: Yes. You can purchase a support license for a single incident for specially designed Acronis products that are packaged with other manufacturer’s equipment (OEM), such as those found with Maxtor MaxBlast 5 or Seagate DiscWizard, with the exception for Acronis True Image FlexDock Edition. Support for Acronis True Image FlexDock Edition is provided in the same way as other traditional Acronis products. For support, contact Acronis Customer Central. By visiting http://www.acronis.com.hk/support/ and clicking on the "Contact Us" link, Customers should select their type of request and product name. After that the contact info and support options will be displayed. Up
Q: How do I receive an upgrade for my Enterprise product under maintenance? A: Log in under your account on Acronis website and go to "My products and downloads" page. Select the product that you want to upgrade (make sure that you have valid support program for it) and go to "Upgrade" tab. Click on the link for the available product, then press "Free upgrade" button. Upgrade serials will be automatically registered under your account. E.g. for instructions on upgrading to Acronis Backup & Recovery 11, see the following KB article: http://kb.acronis.com/content/21364 Up
Acronis Licensing FAQ
Q: What is your general licensing policy? How do I calculate the amount of licenses I need? A: Acronis licensing policy is based on the number of operating system instances that you install the product on. For example, if you have 2 physical and 1 virtual machine you wish to backup, restore, deploy or perform disk management operations on, and only one operating system is installed on each machine, you will need 3 licenses of an Acronis product. The exact product to be installed depends on the installed OS. There are two exceptions: - A single license of Acronis Backup & Recovery 10/11/11.5 Advanced Server - Virtual Edition can be used to backup of one physical host and onto an unlimited number of virtual machines residing on the same host
- A single license of Acronis Backup & Recovery 10/11/11.5 Advanced Server can be used to backup one physical host and up to 4 virtual machines residing on the same host
In addition, Acronis provides subscription-based products support for which is valid during the subscription period. These are: - Acronis Backup and Security 2011 (License is valid for one year and includes up to 3PC’s);
- Acronis Backup and Security 2010 (License is valid for one year and includes up to 3PC’s);
- Acronis Internet Security Suite 2010 (License is valid for one year and includes up to 3PC’s);
- Acronis AntiVirus 2010 (License is valid for one year and includes up to 3PC’s);
- Acronis Cloud
- Acronis Backup & Recovery Online
If you are not sure what product to choose, please take advantage of the Acronis Backup Solution Wizard. Up
Q: How many licenses of Acronis Backup & Recovery 11.5 Advanced Server are needed if I plan to manage one server locally and two servers remotely? A: In this example, you need to have 3 licenses of Acronis Backup & Recovery 11.5 Up
Q: How many licenses do I need if my servers reside in a virtual environment? A: That depends on the type of the license. One license of Acronis Backup & Recovery 11.5 Advanced Server allows you to backup up to 4 virtual machines on a single host. One Acronis Backup & Recovery 11.5 Virtual Edition allows you to backup up an unlimited number of virtual machines on a single host and allows you to create agentless backups of virtual machines from ESX/ESXi and Hyper-V hosts directly. Other editions of Acronis Backup & Recovery 11.5 require one license per one virtual machine. Up
Q: How many licenses of Acronis Backup & Recovery 11.5 are required if I have two (or more) operating systems on a single machine? A: One license is required for each operating system that you plan to install Acronis Backup & Recovery 11.5 on. If you want to install Acronis Backup & Recovery 11.5 in each operating system on the machine, you need two (or more) licenses according to the number of operating systems. Up
Q: Do I need a license to run Acronis Bootable Rescue Media? A: Yes, you need a license for each machine using Acronis products, whether the product is run from the operating system or booted from Rescue Media Up
Q: Can I use Acronis True Image Home products in my business environment? A: Regarding licensing, there are no restrictions for using Acronis True Image Home in business environments. However, it is not recommended, as Acronis Corporate products provide enhanced functionality suited for business needs: centralized and remote management, Volume Shadow Copy support, tape device support etc. Up
Q: Does Acronis Snap Deploy Management Agent require a license for installation (not deployment)? A: Yes, you will need a separate license to install Acronis Snap Deploy Management Agent. If a license was already assigned to the machine during deployment, the same license will be used. Up
Q: Can I install the Acronis product that I already have on another PC or workstation? A: You can use your existing license to install the software on another PC or workstation if the original system has been decommissioned and it is documented that it's no longer in use. Up
Q: What components of Acronis Snap Deploy require licenses? A: Acronis Snap Deploy requires one license per machine for the following operations: - Installation of Acronis Snap Deploy Management Agent;
- Deployment of a master image (one license per a target machine).
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Q: What components of Acronis Backup & Recovery 11 require licenses? A: The following components require licenses: - Acronis Backup & Recovery 11 Agent for Windows, Agent for Linux, Agent for ESX/ESXi, Agent for Hyper-V;
- Acronis Backup & Recovery 11 Bootable Components and Rescue Media Builder;
- Acronis Backup & Recovery 11 Deduplication and Universal Restore (add-ons, require separate licenses)
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Q: Do Acronis Universal Restore/Universal Deploy and Deduplication require separate licenses? A: Acronis Universal Deploy, Acronis Universal Restore and Deduplication are add-ons and require separate licenses Up
Q: Is there a way to purchase Acronis corporate products without a support agreement? A: No. Effective March 2, 2009, all Acronis corporate products include the first year of Acronis Advantage support program. Up
Q: Can I make a copy of the software? A: You are allowed to make a single copy of the software for archival purposes. Up
Q: Can I replace my current license with a different product, different language version of the same product? A: Yes, this is possible. Please contact Acronis support to request the change. In certain cases, additional charges may apply. You may refer to our article on Service Handling Fee for more details. http://kb.acronis.com/content/14747 Up
Q: Do I need to uninstall the trial version of the software before installing a full version? A: The trial version of the software needs to be uninstalled for Acronis True Image Echo (or older), and Acronis True Image 11 and older. Other products can be installed in trial mode and activated using a full license key at a later time. Up
How to Reach Support FAQ
Q: How to get your questions solved the fastest possible way when contacting Acronis Customer Central? A: Acronis Customer Central wants to make sure that you get the best technical support for your Acronis products. However, we highly depend on you to provide us the most accurate information to address your issue as quickly as possible. The more information we have the more accurate/right return you will get. Here are several tips that may help to understand how Acronis Customer Central works and allow an Acronis Support Professional to provide you with a fast and accurate response. Up
Q: How to access Acronis support resources? A: a. Go to www.acronis.com.hk. b. Double-click on the Support tab from the top bar. c. Here you will see the Look for solutions box where you are able to search for a quick solution of a question or issue from the Acronis Knowledge Base. d. The Attention! keeps you up to date with current product alerts. e. The main self-service menu contains the list of answer to the most common queries. It has the following sections: • Presales Questions • Registration & Account • Installation & Setup • Using & Troubleshooting • Downloads & Documentation • Update, Upgrade, Renewal f. To get assistance please click Contact us button in the right column. Up
Q: How to create an account? A: If you have an Acronis account and are on the www.acronis.com.hk website then please go to the User Login Tab and provide your registration email and password in the Login to Your Account box to log in. If you do not have an account, you will need to create one. To do so, scroll down to the Registration section. a. You would need to provide following information (First name, Last name, E-mail, Country, Password and Password confirmation) b. After that, you will receive an email with an account creation confirmation link. c. Please confirm the registration information by using the link. Up
Q: How to register a product? A: To register Acronis product license keys please Log in to the account you would like the product to be registered to. - Log in under your account and get to Product Registration option on the left-hand side of the screen. - You will see a registration box where you may copy and paste the Acronis product license keys. - As soon as the keys are pasted inside the box all you need to do to finish the Registration process is to press the Register button. - The message will say that the keys were successfully registered and now you are able to see them from the My Products & Downloads section. Up
Q: How to submit an e-mail case? A: If you have a technical issue/question, please make sure that you have a valid support subscription for the product you are experiencing a problem with. Under the registered product from the My Products & Downloads section in the Support tab, please check the Expiration date of the support subscription: 
For more information regarding support subscriptions, please, check the following page: http://www.acronis.com.hk/support/advantage.html In case of Customer Service, Trial or Presales issue/question, support is provided for free. You do not need any support subscription to get your issue with Recovery of backup resolved as well. To submit an e-mail case: 1) Go to www.acronis.com.hk 2) Make sure you have logged in under your account. If not, click the User Login tab to log in under your account. If you don’t have an account yet, please create one. 3) Click on the Support tab at the top of the web page. 4) On Customer Service & Support page, click Contact us. 5) In Step 1, select Technical issues/Questions -> I am using a trial/full version of the product/ I am using Online backup service -> Select product. If you haven’t logged in, you will be prompted to log in at this step. 6) In E-mail section, press E-mail Now: 
7) Fill all required fields of a web form such as First Name, Last Name, E-mail, Phone, Country, Serial Number, Case Reason, Severity, Title of a request, Definition of the question.
Explain what the issue is in detail: The more information you give us, the better. Acronis Support Professional's ability to resolve the issue depends on being able to understand no just a particular error message, but also conditions and circumstances in which the issue occurs. The best approach would be: - First: Describe your work environment (how many machines are involved in the issue, what operating systems are installed on them, what Acronis product(s) and component(s) are installed) - Second: Let us know what the error message is, if it exists. Send us a screen shot of the error message. - Third: Describe, step by step, all the actions involved that caused the issue. Start from the very begging and continue until the end. Any information will be helpful and allow us to provide you with a correct solution in timely manner. Please make sure that all fields marked with a red star are filled in. 8) Click Submit button. Once you hit Submit, a case is immediately created, and you will be informed of the case number via e-mail. Please check your e-mail box. Acronis Support team will respond to you in timely manner; therefore there is no need to duplicate cases, which may affect the response time. Thank you for your patience and cooperation.
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Q: How to use a Live chat service? A: If you have a technical issue/question, please make sure that you have a valid support subscription for the product you are experiencing a problem with. Under the registered product from the My Products & Downloads section in the Support tab, please check the Expiration date of the support subscription:
For more information regarding support subscriptions please check the following page: http://www.acronis.com.hk/support/advantage.html In case of Customer Service, Trial or Presales issue/question, support is provided for free. You do not need any support subscription to get your issue with backup files Recovery resolved as well. To contact Acronis support Live Chat: 1) Go to www.acronis.com.hk 2) Make sure you have logged in under your account. If not, click the User Login tab to log in under your account. If you don’t have an account yet, please create one. 3) Click on the Support tab at the top of the web page. 4) On Customer Service & Support page, click Contact us. 5) In Step 1, select Technical issues/Questions -> I am using a trial/full version of the product/ I am using Online backup service -> Select product. If you haven’t logged in, you will be prompted to log in at this step. 6) Having selected the product, press Chat Now in Online Chat section. 
7) Fill all the required fields of the web form, such as First Name, Last Name, E-mail, Phone, Country, Serial Number, Case Reason, Severity, Title of your request, Question. Describe the issue in detail: The more information you give us, the better. Acronis Support Professional’s ability to resolve the issue highly depends on being able to understand not just a particular error message, but also conditions and circumstances in which the issue occurs. 8) Once you completed the form, initiate a Chat session by clicking the Chat Now button. Up
Q: How to get a phone support? A: Please note that Acronis phone support is available when you own: - - a valid support subscription;
- - a valid Pay Per Incident support license;
To verify the expiration date of support subscription or to buy a Pay Per Incident support license, please go to the My Products & Downloads section of your account. 
You can also purchase Pay Per Incident directly on Contact Us page after selecting the product: 
For more information regarding support subscriptions, please, check the following page: http://www.acronis.com.hk/support/advantage.html To get a phone number: 1) Go to www.acronis.com.hk 2) You now need to make sure that you are logged in under your account. On the right-hand top corner of the page you need to check for the My Account tab. If you see it, you’re logged in under your account. If you see the User Login tab, you’ll have to login first, and then you’ll be able to proceed. 3) Click on the Support tab on the top of the Web page. 4) On Customer Service & Support page, click Contact us. 5) In Step 1, select Technical issues/Questions -> I am using a trial/full version of the product/ I am using Online backup service -> Select product. If you haven’t logged in, you will be prompted to log in at this step. 6) Here in the Call section you will see a phone number 7) The described procedure is required just once in order to obtain the phone number. You may write down the number and use it as again as needed. Feel free to contact us via the phone to discuss the issue. Acronis Support stands by, ready to help. Up
Please note that this list of common questions and answers has no legal effect. Please find Acronis official EULA for Consumer and Enterprise products below: | 
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