Maintenance Agreement question.

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Hi there all,

I have a question regarding maintenance agreements.

We as a company have purchased various licenses for Acronis over the years, all at different times including different product ranges, typically when purchased we got a 1 year support agreement with the purchase.

When we needed more licenses then just purchased some more copies - all of which came with their own support agreement.

We have done this several times now without actually having to use the support option in any great depth.

The question is are support agreements tied only to the number of licenses purchased at the last purchase or could i use that support agreement that i have to look at an issue from an older purchase.

Think what i'm trying to ask is if i have a support agreement does that cover all of my licenses.

I'd just like to highlight that i DONT have an issue, but the question is do we need to renew the maintenance on the licenses that have run out, or could i still get support using the licenses that are still IN maintenance.

For example:

Machine A - maintenance expired
Machine B - maintenance not expired

So if Machine A had an issue would i be able to get support using the information that is currently covering machine B?

Thanks in advance.

Wed, 08/28/2013 - 14:42
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So if Machine A had an issue would i be able to get support using the information that is currently covering machine B?

No. Support agreement is tied to a license, and the license is tied to a machine. And as they will see that you have active maintenance only for the part of licenses, they may try (just in case...) to verify that machine 'B' is indeed machine 'B', not 'A'. Well, you may be able to get the support, if you specify the license with active maintenance in the web form, but it's not how it is supposed to work.

Wed, 08/28/2013 - 18:15