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Perpetual License Question

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I am using True Image 2017 on a Windows 10 computer and I have a Perpetual license, not a subscription.

I went into Acronis support to submit a live chat question and the screen said my support had expired.  For the last couple of months I have had Acronis pop-up windows appear on the screen asking me if I wanted to upgrade fo True Image 2018.  I have always clicked no because True Image 2017 is working great but I would like to be able to do Live Chat with support if there is trouble or I have questions.

I don't want any cloud backup or cloud services.

My question - If I want live chat support, etc. to be available to me, do I have to buy a new license every year when Acronis comes out with a new version of True Image?  I think I was under the impression support would always be available to me.

Thanks for your help!

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Bill, support for ATI 2017 ended on 22 Oct 2017 due to the latest change in support from Acronis who now give 14 months support from the date of the product release.

If you want to get live chat support then your choices are either to use their Pay Per Incident service or else to update to a supported product release, i.e. ATI 2018.

The alternative is to ask here in the User Forums or else search the Acronis Knowledgebase for answers.

One other alternative would be to change to a Subscription licence for which support is always available while your subscription remains active and renewed year on year.  The downside to having a subscription licence is that virtually all product functionality stops 30 days after your subscription expires!

Steve, thank you for your great answer.  Do you know the cost for the Pay Per Incident support?

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Hello Bill,

Please refer to Purchasing Acronis Support Program. Free support by e-mail and chat is available for Customer care issues (license/serial number, web navigation and download) and recovery issues within Acronis Support Lifecycle Policy for Consumer Products

Thank you, 

Ekaterina, thanks for the pointer to the Purchasing Acronis Support Program KB document but this does not answer Bill's question about the cost of PPI support?

Also, sorry to raise the same issue but the Acronis Support Lifecycle Policy for Consumer Products page still is misleading in terms of what is available to customers during the Extended phase of support for products like ATI 2017 as this still implies that PPI should not be needed until the Extended Support End Date is reached!

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Posts: 250
Comments: 7092

You can check price and purchase PPI in Acronis online store: https://store.acronis.com/882/purl-ppi_h_en (it recalculates for me in a different currency, so better yo check from a particular geo location). The price should be 20$ or so.  

Extended support phase covers the time frame where the product is still supported meaning Acronis support will investigate technical issues with this product. The support in this case can be provided for free (one year for the current version and two months for the immediate previous version after new product is released) or with a PPI (if your product is out of free support, but still in the Extended support phase).