Contact Us

There are two ways to contact us:

a. Create a support ticket.
b. Phone us.

Create a ticket. Do this with Recovery Console. Open the Support tab, open the Tickets tab, click Create Support Ticket to open the “Create Support Ticket” dialog box. Enter the necessary information and click Submit. You will get a response: for critical priority tickets, we call back within 30 minutes, for all other contacts, we respond by email.

Phone us. 24×7 support is available.

from the US +1 (888) 269-9769
+1 (415) 449-8636
from the UK +44 (800) 086-9015

Service level agreement (SLA).  Acronis initiates diagnostic and remedial measures within the specified response time after initial contact.

Level Acronis Response Time Definition
Critical 30 minutes A system, service, or data is not accessible and the client’s end users are not able to access primary services.
High 4 hours A system, service, or data is not accessible and/or operational but immediate access is not needed and/or there is no limitation to access of primary services by end users.
Medium 24 hours A system, service, or data is not accessible and/or operational but either a workaround exists or end users do not need immediate access.
Low 7 calendar days Technical questions about a system, service, or data that is not inaccessible.

See also: