How long to respond to issues?
Can anybody point me to some information on how long Acronis aim to take to respond to and resolve issues with an active support contract?
We have an issue which (in my opinion) is taking an absurdly long time to resolve. It has been over two weeks since the issue arose, and over a week since they last responded to an email on the ticket - I have sent several emails trying to chase an update, no response at all.
I consider this unacceptable for support which we are paying for. We have been without effective backups for Acronis for the entire two+ weeks. I plan to advise against renewal of the contract. The software has been faultless for over three years but that is worthless if I can't trust they support will be available when it's needed.
Thanks Peter. That kb only details initial response time (24h) but doesn't say anything about target resolution times and also doesn't explain why I've been getting ignored for over a week now.
Dear Colin Broderick,
We are sorry about the situation. We have prioritized your case and our support engineers will contact you soon.
Unfortunately, sometimes investigation and solution of cases takes much longer than expected but undoubtedly our support must let you know about it and we will take measures to prevent such interruption in communication.
Please let us know, if any assistance is needed or you have any questions or concerns.
Thank you Daria. At this point we have had no communication at all since 23rd August, despite several emails asking for updates.
I appreciate that fixing an issue can take time, but as you say, no updates at all for two weeks is not reasonable, especially for something as critical as a business backup product.
Colin Broderick wrote:Thank you Daria. At this point we have had no communication at all since 23rd August, despite several emails asking for updates.
I appreciate that fixing an issue can take time, but as you say, no updates at all for two weeks is not reasonable, especially for something as critical as a business backup product.
Dear Colin Broderick,
We are sorry for the delay in response. We have prioritized the opened case in our internal system, our engineers will contact you soon.
Thank you for the follow up Daria. The issue has now been resolved.
The problem was that the Hyper-V agent was installed, and our version of the upgraded license was not able to function with that component installed. We removed that component and the issue appears resolved.
In our case this was not really a problem since we are not using Acronis to backup virtual machines - we have a different solution for that. However, I must say it's quite disappointing because it effectively means that Acronis have changed the terms of the so-called perpetual license. On Acronis Backup 12.5 there was no issue with the Hyper-V agent, and we could have chosen to use it to back up a virtual machine. Not anymore. So buyer beware, I guess.
This was made clear in a some KBs which I did not see, so I should have been more diligent and this could have been avoided entirely. But in my opinion the differences should be highlighted in the upgrade instructions, and especially when selecting to upgrade the license itself. A reasonable person would expect a simple software upgrade to retain the same functionality.
Despite the fact that the issue is now resolved, and was a fairly trivial problem in the end, we are choosing not to renew our subscription. This is because of the very slow support response - over three weeks in the end for what should have been an easy problem. In the meantime we were forced to set up a different backup solution, which works well, and we see no value in switching back to Acronis if we cannot rely on timely support.
Thanks again for chasing up the case, Daria.
Dear Colin Broderick,
We are happy to hear that the problem was solved and we are sorry for the delay.
Thank you for sharing your experience. We will forward your feedback to the responsible manager in order to improve the service. Also, we hope you can give us a second chance.