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, clickto open the “Create Support Ticket” dialog box. Enter the necessary information and click . 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.|