Their support process can be quite lengthy. First, we must collect the logs and share them in the proper format. We can expect a confirmation reply within approximately 24 hours, but then we have to wait another 24 to 48 hours to receive a response from their team.

If I were to rate the customer support provided by Acronis solution on a scale of one to ten, where one is bad, and ten is excellent, I would rate it slightly above average.

In our setup, there is an SI acting as an intermediary between our primary partner, from whom we acquired Acronis Cyber Protect. Typically, the SI handles initial support inquiries, and if they encounter challenges beyond their scope, they escalate the issue to the Acronis Success Center.

We raise a support ticket when we need help. Depending on what we write in the ticket, the support team will come back to us with a response. If the ticket is not very comprehensive, it will take longer. Sometimes, the ticket needs to be escalated, and we waste time.

We haven't reached out to technical support yet. We only have used the product for a month.

Technical support is excellent. They are fast, responsive, and knowledgeable. We are very satisfied with the level of service. 

Technical support is excellent. When I needed help, in the beginning, they did it with a remote connection. They were able to log into my system, take care of the problem, and explain what they did.

I have been in contact with them from time to time and they are still excellent.

The technical support of Acronis Backup is not very responsive in support. We needed it a few times, but it was not very readily available.

The tool’s support is quite difficult. Support is mainly available only through the mail. The toll-free numbers are not available.

Normally, we get support from our team. 

The support and maintenance services at Acronis are the best I have ever encountered. When I open a support case or request maintenance, I hear back in two to three minutes, and for more major or critical matters, the response time is from three to seven days. Even when I reach out to Acronis by email, the staff is prompt to respond.

No matter who we are talking to, customers or competitors, we always offer advice on using Acronis. In my opinion, Acronis is the best software available on the market, better than other options such as Veeam Backup and Replication, Commvault Complete Data Protection, Symantec Online Backup, and Veritas NetBackup. We always suggest that customers use Acronis, and it is a reliable and solid option that we use ourselves in our company.

We have had a good experience with customer service and support. I rate them a nine out of ten.

Technical support is not good. Support is often delayed because we don't have real-time support or the option of chat, which is not available yet. They are aware there's an issue and are hiring more support staff but my experience was not that good.  

I did use technical support and I give it the highest rating. The technical support we received when doing a recovery handled our questions. They were able to resolve any questions that we had.

Technical support from Acronis is pretty good. It is world-class.

It has got very good and broad support.

Technical support was excellent. You have several options for how to contact support. You can send them an email but I haven't tried that. The only method I've used is online chat. You open a chat window and wait a few minutes. Someone comes online and you have a conversation with them. They tell you the answer and they stay online until you solved your problem. Then, they send a followup email with a summary. It's essentially a record of your interaction and they ask, "Is your problem solved?" They keep the case open until I verify that the problem is solved. I don't know any better way to do it.

They also have the option that, if I give them permission, they will actually take over and do something. I have used that with other vendors but I haven't used that with them. They asked me if I wanted to do that, I said, "No, I'd rather learn to do this myself." It seems to me, based on the state-of-the-art and other pieces of software that I use, they're right up there. I have talked to five different people and they were all very knowledgeable. I should mention that I've used this with one of my customers. I actually used it with them before I used it here and I was very happy with that.

The product's technical support is helpful. 

The knowledge is excellent from the support people. The only difficulty is regarding the support hours, because they are a long way from us in terms of time zones.

I have contacted technical support about once or twice during this five year period. I would give them a seven out of 10 rating.

I rate technical support a 10 out of 10.

Acronis support is very strong and they're available 24/7, online via chat or email, or by telephone. There are times that we have faced issues, and when we opened tickets, they found solutions very fast.

Often, the team will read the logs that we supply, and then, in quick time, they find solutions. These are either fixed using patches or they make suggestions for changes to the settings. One of the reasons that our customers purchase Acronis is because they don't have major problems or bugs in their software.

I fix the problems by myself.

The support pays a lot of attention to the customers. Here in South Africa, we only have two technicians.

I rate the support from Acronis Backup a nine out of ten.

The vendor that is helping us, their knowledge is limited. They need to further their knowledge to help us with the problems we are facing.

I would say they're very supportive and really helpful. The guy even came up to our site to help and gave us some assistance and training as well. I can't complain about that at all.

I have been in touch with technical support and the last time, at least, was very good. We did get put in contact with a very good person who was able to help us. However, I know that my colleague had some problems a few years ago, so it might depend on who you get for support. Also, if you escalate the ticket to level two or level three support then it will be good.

I'm very pleased with it. Support is wonderful, the people are great and they know their stuff. I even had one person supporting me on a Sunday afternoon when he was off work.

The support from Acronis Backup can improve because when I have an issue it sometimes takes them five days to have a solution.

My team has interacted with them, and it has been fine. I don't interact with them myself.

The technical support needs some improvement. Although I haven't been requiring any support lately, I do not know how they are now. Initially, I had some issues with the response which was not very good, they were not quick. The support agent was requesting a lot of information that you had to send in order for them to check on the issue, instead of focusing on resolving the issue. It was a hassle.

Yes, yes. Since the beginning, I was telling you I've had problems with a few usernames and passwords for Windows here because some computers have Windows 10 Home Edition, and others ones have Windows Professional Edition.

Each computer works differently with the program, because some ones are in Windows Home and some ones in Windows Pro, so the installation works differently. That's why I had to call technical support in the beginning.

In terms of system-critical support, Acronis' technical support does really well. I would give them an eight out of ten for that. However, for mid-level issues, I'd give them a six out of ten. They take a long time to provide solutions.

Acronis offer good support which is available 24 hours a day, seven days a week. As we are a gold partner, we are offered first preference.  

I have not directly spoken with technical support.

We have not had occasion to contact technical support. 

We are a technical company, we have not opened any tickets with support. We have been able to resolve the issues ourselves, so we have not required any help from Acronis support.

Excellent.

Excellent.

Their support is very good. I usually get in contact with one of the engineers, so when we have questions or troubles with the production and the customer environment, he helps us a lot. 

That said, when we do POCs, we can't open support tickets. We have to go to a PO to open support tickets. We have to call the contact engineer to get any help. It's limited, the ability to raise a ticket when you are in the POC. For example, in the first month when we were conducting the POC, w couldn't reach the support. We had to call and mail. 

Still, for the most part, support is helpful. Every time we called the engineers, they responded to us and helped us.

The support has been great. they don't need to be faster. They're very helpful and responsive, and we're satisfied overall. We find having them to be very important. 

I would give technical support a rating of 8/10. They are very good, quick to access, quick for remote to server, and quick to troubleshoot. Sometimes they are a little slow in understanding the exact issue, but they eventually get it and resolve it.

Acronis Backup support could improve. The chat support that they have available is slow, they are not responsive. This is a problem when we have a critical issue the support is not readily available.

I have never needed to contact the support of Acronis.

Recently, fantastic. I'm very happy with them. I actually complained to the head office a few times two years ago because it was a disaster. There were people who barely knew what they were talking about. Recently, I've had a very good technician, very proactive, and I'm very happy with them.

In terms of technical support, I believe we used it once. I would have to give them a 10. They were great and they answered all the questions that we had. It was near the beginning of the process, so I don't remember exactly what the issue was, but I do remember that it was good.

Not great to be honest. We had an issue with licences and purchasing problems and the standard response was very poor. Once you get through to the right person though – which we eventually did – they were great. But finding the right person who could help out was terrible

Terrible to be honest. You almost never get through to someone who can understand you, nor who you can understand. To be fair once the technical issue is discovered the skill level of the technicians is actually very good. But the default support responses seem to revolve around restarting the services, restarting the server, uninstalling it, copying the backup job again, etc, etc.

Technical support is helpful. We like that the support is available in the region and it is great working with them.

Customer Service:

Scale of 1-10, a solid 9!

Technical Support:

7

You can reach support easily, either through chat or by phone.

Acronis customer support is excellent. The vendor is responsive.

Outstanding. Their telephone support is wonderful, including their ability to take control of my computer and directly fix any problem I’m having, which is a rare occurrence. Their people are easy to communicate with, and their user guide is also outstanding.

On a scale of one to 10, I'd give them an eight. They haven't had enough techs to answer my call immediately, so I've had to call back after an hour or so.

The support is outstanding. It's around $15 a year to renew a license for support. I would recommend that others have it because in the event that your computer blows up, the motherboard blows up, you can always rebuild a brand-new computer and have it be the exact same configuration.

Good. There are a variety of options to choose from.

Excellent! Have been with the support team severally through chat and sometimes if things get really complicated they assist remotely to access my server and fix things up for me.

Customer support needs improvement.

I've talked to tech support several times. I would say they're a seven or eight out of 10.

This is going to sound bad, but this is the way it is in a lot of tech stuff. Whenever I call tech support and talk with somebody, and I can't understand them because of their accent, it's a problem. When I have support from a non native English speaker, it's very hard for me to understand stuff, and when they have to repeat things several times because I'm not sure what they're saying, to me that's a communication issue. If I'm calling the company, and I need support on their product, and I can't understand the person that I'm speaking with, then that's a communication issue that's not on me. That's on the company. 

It's not just Acronis that is like this, there are a lot of companies that are like this, and I understand why they do it. I'm just saying as an IT professional, it's very frustrating when you have to ask somebody to repeat things several times, or I repeat it and it's not correct, and they repeat it. And, we spend most of our time trying to figure out what each other is saying instead of fixing the problem. 

To me that's extremely frustrating.

I have not contacted their technical support.

Technical support is responsive. In some cases, if it is complex, then it goes to level one of support, and that takes time. It could be faster.

I have not yet contacted them.

I would give the technical support a 10/10 rating. They were incredible, responded promptly and made sure every issue was resolved before we terminated the call.

Up to now I didn't have to reach technical support for any kind of problem with Acronis because up to now I never had any problem.

Their technical support is excellent.

Customer service can open a ticket for you, but it could be several days before you hear back from them.

It's very good.

It's very good.

Technical support was mixed. We were partnered with Acronis and when I would call, it was pretty good. Sometimes it seemed like they could have been better. I would rate them close to a 10/10, but they are not there yet.

6 out 10

6 out 10

On a scale from 1-5 (1=worst, 5=best), they are 2. The customer service we receive is from Acronis's partner in Saudi Arabia.

On a scale from 1-5 (1=worst, 5=best), they are 2. They don't have a free toll number, their web based case support wasn't good and most annoying every time you I had to call I have to go through the first line of support and answer the same questions and apply the same procedure.

Technical support has been excellent.

The technical support is less than average.

Fast, responsive, overall good.

Great.

Average to poor.

I have never had the need for support.

I think we only called technical support during the installation. That worked out well. I would give them a rating 10/10.

I would give customer service a rating of 6.5/10.

I would give technical support a rating of 6.5/10.

I would rate the technical support as a nine out of 10.

They are very good on chat, which is what I use mostly.

Support for issues other than the bootable thumb drive issue have been good.

The technical support of Acronis Backup could improve. They have the depth of knowledge but the speed of the response could be quicker.

I haven't dealt with them at all.

Tech support has been great.

The technical support is good.

Very knowledgeable.

3/5.

I have been satisfied with technical support.

Acronis support is pathetic. It takes five days to open the case.