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Respond time of Acronis Support

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Regular Poster
Beiträge: 51
Kommentare: 195

Hey there,

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.

S.

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Forum Support specialist
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Kommentare: 2016

Hello Sven.

Again, I am sorry to know that you are dissatisfied with Acronis customer support.

- 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......

This case was escalated to the Expert Tier team - that is why there was a delay in responses. Now your case is under Expert's supervision.

- 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.

I checked this case and it is also under Expert's supervision now. Escalation to this level always takes time: an expert needs to re-read all emails, analyse all the details and logs and get in touch with therespective developer. I could not do more than an Expert.

Beginner
Beiträge: 1
Kommentare: 1

You are right, I have also faced many issues with Acronis support, currently I am facing an issue with saving backup of my critical email server and they said no support engineer available and will contact you after 3-4 hours !!! like really ??
and there is no any specific dashboard to monitor and manage opened closed pending tickets etc, also no any dashboard/platform to choose the urgency or criticality of ticket or escalate or to monitor any SLA.
All communication is by email and mostly they ask you so many things in the name of diagnosis to do, so that you will get another huge task instead of getting solution of your previous one.

I hope they improve it.

Forum Moderator
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Kommentare: 6949

Asad Ahmad wrote:

You are right, I have also faced many issues with Acronis support, currently I am facing an issue with saving backup of my critical email server and they said no support engineer available and will contact you after 3-4 hours !!! like really ??
and there is no any specific dashboard to monitor and manage opened closed pending tickets etc, also no any dashboard/platform to choose the urgency or criticality of ticket or escalate or to monitor any SLA.
All communication is by email and mostly they ask you so many things in the name of diagnosis to do, so that you will get another huge task instead of getting solution of your previous one.

I hope they improve it.

Dear Asad Ahmad,

sorry to know about your negative experience with our service! Support Requests, available under My Account, is Acronis Customer Portal where you can browse and review all your cases, both resolved and pending, and submit a new case. Please refer to https://kb.acronis.com/content/22625 for more details. 

If you need assistance with any of the open support tickets, please let me know the ticket ID, so that we can look into the situation and help.