Average Support times

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Hi!

A little background first:

I run a small MSP in the UK, and am looking at Acronis solutions to backup our virtual and physical servers.  I have installed Acronis Cyber Protect Advanced Virtual Host however the backup are failing.  I've tried the support articles and guides on offer.  This lead me to reach out for support.  I was pointed to the web chat, started with the bot, moved to an agent, then transferred to the Enterprise team.  At this point I've been told no Engineers are available, and they will email me in 2 - 3 hours.

 

Does anyone have experience with Acronis support SLA? 

Is this the normal wait time?

Is this industry standard, or do I just expect a quicker service having been with Datto for years?

 

Rich.

 

 

Thu, 11/11/2021 - 10:32
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Hello Paac IT,

Welcome to Acronis forums!

We are sorry to know about your negative experience with Acronis services. Thank you for bringing this to our attention. You should have been contacted in 24 hours - I can see that an email conversation with Acronis engineer is in progress.

 I have installed Acronis Cyber Protect Advanced Virtual Host however the backup are failing.  

Could you please share with us a full activity log with this error message?

Fri, 11/12/2021 - 19:31
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