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Yay - **2** year technical support in 2017!!!

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Looks like 1 year technical support is included now?   If so, product documentation in the support FAQ needs to be updated.  Hope this is correct though - been a long time coming :) and am glad to see it finally realized.

Acronis
True Image 2017
 

  • Current version only
  • Email and Chat support for 1 year

 

**EDIT** Looks like it's actually 2 years for chat and email according to:  

6031: List of Support Options for Acronis Products

Acronis Consumer Products Support Lifecycle

 

 

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I agree!  Several months ago, I used chat support for an install issue...it worked well.  One year support is a big deal.

 

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Hi all,

Yes, finally we've introduced new support policy :) The updated information can be found in this article and we're working on the web page - will be updated soon.

That's great news!  Wonder why it's not on the list of changes as well - a nice product update that would be nice to highlight there too!  

Oh wow - just realized it's actually 2 years (thanks to Karl) for chat and email support - even better!

6031: List of Support Options for Acronis Products

Product name KB Forum Chat E-Mail Phone Updates
Free Paid Free Paid Free Paid
Acronis True Image Subscription Yes Yes Yes**  - Yes**  - Yes**  - Yes
Acronis True Image 2017 Yes Yes 24 months*  - 24 months*  - No PPI Yes
Acronis True Image Cloud (Release 2016) Yes Yes Yes**  - Yes**  - No PPI Yes
Acronis True Image 2016 Yes Yes 30 days* PPI 30 days* PPI No PPI Yes
Acronis True Image Unlimited Yes Yes Yes**  - Yes**  - No PPI Yes
Acronis True Image 2015 Yes Yes 30 days* PPI 30 days* PPI No PPI Yes
Acronis Migrate Easy 7.0 Yes Yes 30 days* PPI 30 days* PPI No PPI Yes
Acronis Disk Director 11 Home Yes Yes No PPI No PPI No PPI No
Acronis Disk Director 12 Home Yes Yes 30 days* PPI 30 days* PPI No PPI Yes
All other products Yes Yes No No No No No No No

 

Acronis Consumer Products Support Lifecycle

Products Release Date Mainstream Support EOL Extended Support EOL Latest update
Acronis True Image 2017 August 22, 2016 TBD TBD # 5534 / # 5523, Aug 22, 2016
Acronis True Image 2016 August 17, 2015 September, 2016 September, 2017 # 6571 / # 6077, June 02, 2016
Acronis True Image 2015 September 30, 2014 October, 2015 September, 2016 # 6613, July 20, 2015
Acronis True Image 2014 August 28, 2013 September, 2014 September, 2015 # 6688, August 20, 2014
Acronis Disk Director 12 May 27, 2014 June 2015 TBD # 3270, December 29, 2015
Acronis Disk Director 11 Home April 05, 2010 May 2015 May, 2016 # 2343, November 17, 2011

 

 

Ekaterina, in addition to update your own webpages, you should also notify your redistributors like edv-buchversand (Germany) and others highlighting this feature. I could understand if (literally) you don't want to announce it across all boards to avoid that your support might get overwhelmed, causing backlogs,  then dissatisfaction for some customers due the long waiting times. But this is just a guess.

Of course I've no idea what measures you've taken to provide this longer support, which is a VERY welcomed step! I just got aware about this change by your kind post on amazon.de

 

Ekaterina, please could you explain why the Acronis product page: http://www.acronis.com/en-gb/personal/computer-backup/ shows support for ATIH 2017 as being for 1 year only, not 2 years as shown in the KB document:   See attached screen shot.

Anhang Größe
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Hi Steve,

with the new policy all customers who purchase a Home product are entitled to standard support as per Support Lifecycle, which means 

  • Mainstream Support - starts from release date and lasts during one year. The entire score of support services is provided during this phase
  • Extended Support - offered for Consumer software for an additional one year after the successor product (plus one version) is released. Limited support services are provided.

Once the new version is released, all users of Acronis True Image 2017 will still be eligible for another year of support, however the provided support for the n-1 version won't include hotfixes and major changes in the software (hotfixes may be implemented only for blocker issues)

Thank you,