Respond time of Acronis Support
my understanding - up to now - of the AAP Support level was, that the respond time of critical tickets should be atound 1 day by mail and 1 hour by chat.
Currently I have 2 tickets open:
- one critical 05195735
It is open since 28th November (problems with licences and update 3). Currently no solution and I get no response on a quesrtion in the ticket since 02th december......
- one low 5199055
Well, cannot understand why it is low, because the only thing I want to know is: how can I backup my virtual host together with the installed guests and exclude some physical volumes.
The ticket is open since 3rd of november.
The support asked for details and since 28th november no response.
Yesterday I contacted the support via chat and I was told that I will get an answer after the remote session of the corresponding support person is over....that was yesterday morning....up to now: no info.
Is it normal that it needs so long?
Any others here with experience on that?
I am really really disappointed and slightly angry.