Escalation procedures when deadling with AAP phone support?

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What is the escalation procedure for AAP's phone support? We've deployed ABA Universal on many customer servers, and Acronis's outsourced phone support has been very hit-or-miss sometimes.  The language barrier in particular can be very difficult to overcome, and it really seems like most of the reps are reading off of a script, and want to hurry you off the phone. 

Given how expensive ABA Universal and the annual maintenance renewals are, this is disappointing to say the least--in a mission-critical situation, we need to be able to resolve backup problems quickly and decisively.  It's really making us reconsider our (considerable) investment in Acronis.

Is there a way to escalate to US-based support?  How do we do so? 

I'm also going to send this to managers@acronis.com, which is listed as the feedback/questions/comments address for support cases.

 

Ven, 01/27/2017 - 01:48
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Dear Steve,

thank you for taking the time to share your feedback on the received service. My name is Ekaterina Surkova and I'm writing to you on behalf of Acronis Customer Central. I'm very sorry to know that the provided support didn't meet your expectations. I've forwarded your feedback to the team manager, your ticket has been prioritized. Feel free to PM me if any questions.

Thank you,

Gio, 02/02/2017 - 15:51
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