Support Portal

Affected cloud account name*

Severity*

I have a disaster recovery issue

This is an urgent Disaster Recovery issue checkbox.

Disaster Recovery Cloud feature users only are eligible to declare an urgent DR issue.
Urgent DR issue can be declared for the following incident types:

Disaster Recovery failover or failback assistance
Primary server connectivity or accessibility issues
Off-premises Disaster Recovery services completely inaccessible.
Disaster Recovery Support will initiate diagnostic and remedial measures within one hour from the issue submission. All other incidents will be handled according to Service Levels for Acronis Cyber Cloud.

Subject*

Describe your request*

Remote access is not allowed

In some cases, remote session might be preferable to troubleshooting technical issues. If remote connection is not allowed in your environment, please mark the checkbox.

System report and other attachments (25MB max)

If you want to provide any file related to the problem (e.g. logs, screenshots), please compress them into a .zip archive (e.g. with the Windows "Send To…Compressed folder" or Mac "Compress" command) and attach to your message by browsing for the archive. Note that archive size should not exceed 25MB limit. If your attachment is larger than 25MB, please send your request without an attachment, our Support Engineers will instruct you how to upload files to us.

System report will make the troubleshooting faster. Learn how to collect the report. Attachment (maximum 25MB)

If you want to provide any file related to the problem (e.g. logs, screenshots), please compress them into a .zip archive (e.g. with the Windows "Send To…Compressed folder" or Mac "Compress" command) and attach to your message by browsing for the archive. Note that archive size should not exceed 25MB limit. If your attachment is larger than 25MB, please send your request without an attachment, our Support Engineers will instruct you how to upload files to us.

Provided attachment file exceeds the allowed size

Country*

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By submitting this request, I agree to terms of Acronis Service Provider Support Guidelines.

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