Acronis Support Lifecycle Policy for Consumer Products
There are three phases of support for Acronis consumer products.
- Phase 1: Mainstream Support starts from the release date and lasts until the next product version is released. The entire scope of support services is provided during this phase.
- Phase 2: Extended Support starts when the Mainstream Support phase ends and lasts for a specific duration (usually one year or until the next-but-one product version is released). Limited support services are provided.
- Phase 3: Self-Service Support is available for three additional years after the Extended Support phase ends. It includes Acronis online Knowledge Base articles, FAQs, troubleshooting tools, and other resources to help customers resolve common issues.
Phases of the Support Lifecycle for Consumer Products
| Type of Support | Mainstream | Extended | Self-Service |
|---|
| Product documentation, Knowledge Base articles, and forum help available on the Acronis website | yes | yes | yes |
| Complimentary support for recovery issues1 | yes | yes | yes |
| Full support by Acronis Customer Central, including investigation by developers for all severity issues1 | yes | yes | |
| Product hotfixes/patches for blocker issues, security issues, OS support updates, support volume drivers2 | yes | yes | |
| Product hotfixes/patches for selected issues of any severity level2 | yes | | |
| Cumulative updates, including new functionality | yes | | |
Full support is guaranteed for the latest minor version of the product. Customers are encouraged to update to the latest available build to ensure they have the most stable and secure version of the product.
Free technical support for home products is provided on time-limited basis (usually one year for the current version and two months for the immediate previous version after new product is released). The customers whose products are in mainstream or extended phase, but not covered by free assistance, can purchase a pay-per-incident support.
During the trial period, support is only provided for the current version of the product.
Support Lifecycle of Consumer Products
Acronis True Image| Products | Release Date | Latest update | Mainstream Support End Date | Extended Support End Date |
|---|
| Acronis True Image 2019 | 21 Aug 2018 | #17750 / # 17780, 27 Mar 2019 | TBD | TBD |
| Acronis True Image 2018 | 22 Aug 2017 | #15470 / # 15410, 05 Feb 2019 | 21 Aug 2018 | TBD |
| Acronis True Image 2017 Premium Subscription | 18 Jan 2017 | #6209 / # 6115, 23 Jun 2017 | 22 Aug 2017 | 21 Aug 2018 |
| Acronis True Image 2017 | 22 Aug 2016 | #8058 / # 8035, 23 Jun 2017 | 22 Aug 2017 | 21 Aug 2018 |
| Acronis True Image 2016 | 17 Aug 2015 | #6595 / # 6077, 26 Jun 2017 | 22 Aug 2016 | 22 Aug 2017 |
| Acronis True Image 2015 | 30 Sep 2014 | #6613, 20 Jul 2015 |
17 Aug 2015 | 17 Aug 2016 |
Acronis Disk Director| Products | Release Date | Latest update | Mainstream Support End Date | Extended Support End Date |
|---|
| Acronis Disk Director 12.5 Home | 7 Feb 2019 |
#163, 07 Feb 2019 | TBD | TBD |
| Acronis Disk Director 12 | 27 May 2014 | #96, 19 Jul 2017 |
7 Feb 2019 | 7 Feb 2020 |
Older Versions| Products | Release Date | Latest update | Mainstream Support End Date | Extended Support End Date |
|---|
| Acronis Disk Director 11 Home | 15 Jun 2010 | #2343, 17 Nov 2011 |
27 May 2014 | 27 May 2015 |
| Acronis True Image 2014 | 28 Aug 2013 | #6688, 20 Aug 2014 |
30 Sep 2014 | 17 Aug 2015 |
| True Image 2013 by Acronis | 27 Aug 2012 | #6514, 04 Apr 2013 | 28 Aug 2013 | 28 Aug 2014 |
| Acronis True Image 2012 | 23 Aug 2011 | #7133, 12 Jul 2012 |
27 Aug 2012 | 27 Aug 2013 |
| Acronis True Image 2011 | 24 Aug 2010 | #6942, 29 Sep 2011 | 23 Aug 2011 | 23 Aug 2012 |
| Acronis True Image 2010 | 15 Sep 2009 | #7160, 04 Feb 2011 |
24 Aug 2010 | 23 Aug 2011 |
| Acronis True Image 2009 | 3 Dec 2008 | #9809, 20 Nov 2009 |
15 Sep 2009 | 24 Aug 2010 |
| Acronis True Image 11 Home | 1 Nov 2007 | #8101, 03 Jul 2008 |
3 Dec 2008 | 15 Sep 2009 |
| Acronis True Image 10 Home | 1 Oct 2006 | #4942, 12 Mar 2007 |
1 Nov 2007 | 1 Nov 2008 |
| Acronis Disk Director Suite 10.0 | 8 Nov 2005 | #2288, 15 Mar 2010 | 15 Jun 2010 | 15 Jun 2011 |
The Acronis Products Lifecycle Support Policy is intended exclusively for the benefit of existing Acronis Customers who have purchased Acronis products. It is not intended to apply to other products or to any other third parties. Acronis reserves the right to make changes to its Product Lifecycle Support Policy at its sole discretion and as business needs require. Acronis will update policy statements on the Acronis website to reflect any changes upon their effective date.
The present policy was developed and published in February 2018.