I'm not happy with the quality of Level 1 phone support. Case in point:
I spoke with a tech (had the usual language barrier issues, but I can work with that...) and described a problem I was having registering remote agents. I explicitly told the agent I'd read the KB's on how to set up our firewall and how to install a remote agent. He quickly got me off the phone, saying, "It's really easy. I'll send you the step-by-step instructions.
I got the KB's on how to set up our firewall and how to install a remote agent. 😒
I tried to install a remote agent again, and failed. So I purchased an $149.00 Onboarding service, which specifically states:
Please, login to your Acronis Account to schedule a personalized phone call and a remote desktop session with our priority support engineer. I could not find any way to schedule this support, so I called the general support line again. The Level 1 tech suggested I use the 'Chat' feature. Excuse me?
Anyway, I am now waiting for an engineer to call me back (in 3 to 4 hours.) I paid $149 for premium support, and I get this? Frankly I half expect the engineer who calls me to try to hustle me through the process, and not take the 1-2 hours in a remote session to go over my deployment that the Onboarding documentation says will be needed.