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Acronis enhances customer support - Acronis Advantage scaled to meet home and corporate backup and recovery needs

Acronis®, Inc. (http://www.acronis.com.au), a provider of affordable, scalable storage management and disaster recovery software, today announced the global launch of the Acronis Advantage™ program, offering comprehensive, subscription-based support and maintenance.
  • 23 March, 2009 15:10

<p>Acronis Advantage includes an enhanced self-service knowledge base library, expanded pay-per-incident support, and a subscription-based program. The same quality and variety of options are immediately available to customers around the world.</p>
<p>“A hallmark of exceptional support is a genuine focus on the customer – various options and modes of contact, training and attention to detail and, of course, price,” said Ed Benack, Chief Customer Officer at Acronis. “Customers have come to expect rock-solid data backup, recovery and migration from Acronis, and now the new Acronis Advantage Program offers support levels from casual inquiry to 24x7.”</p>
<p>Bill Taylor-Mountford, General Manager of Acronis A/NZ said: “The introduction of Acronis Advantage is in line with our newly-launched Channel Program and Partner Portal, aiming to provide the best support to our customers and partners. This value-added service is a significant improvement over the current support offering. With the Acronis Advantage Program, A/NZ customers will be able to enjoy faster response times and immediate access to our professional technicians and global resources. Home users can also choose the support they need when necessary. We expect to deliver more value to customers through this enhanced offering.”</p>
<p>Acronis Advantage Program Specifics
Acronis’ new support and maintenance program offers organisations, businesses of all sizes and consumers:
• A personalised and flexible array of services
• Premier service levels featuring fast response times to critical issues
• Direct interaction with knowledgeable Acronis support professionals
• Available online training and demonstration content from field sales engineers
• Help for organisations in meeting their service level agreement (SLA) and Continuity of Operations Programs (COOP) requirements</p>
<p>The premier service provides customers with a 24/7 facility via phone, chat, and email. Acronis Advantage Premier customers receive priority support: in the event of a business-critical system error, customers will receive a first response from a support professional within one hour.</p>
<p>The subscription-based support offerings within the program are designed specifically to meet business, education, and government needs. The first year of subscription is included with a purchase from the Acronis line of corporate products.</p>
<p>In addition to subscription-based support services, the Acronis Advantage program offers the following enhancements:</p>
<p>• Support Wizard - A web tool designed to give customers rapid access to an issue-specific knowledge base that will help them solve problems and pre-load their issue into a support staff response system for faster solutions.</p>
<p>• Expanded Knowledge Base Library – A database of newly updated articles detailing how to install various products, technical solutions, and other tips on how to get the most out of Acronis products. An enhanced search engine speeds access to relevant articles. The new knowledge base library can be found at www.acronis.com.au/support.</p>
<p>• Pay Per Incident - Available for home users, Acronis now offers an expanded program that allows users to purchase support for a single incident from one of Acronis’ dedicated support professionals.</p>
<p>Availability
The full series of Acronis Advantage support offerings is immediately available to current and new customers worldwide at http://www.acronis.com.au/support/advantage.html.</p>
<p>Contact your Acronis sales representative or partner for more information and pricing.</p>
<p>Current Acronis Maintenance and Priority Support (AMPS) customers
Customers holding contracts for Acronis’ existing AMPS program will be served under the terms of those agreements up until the renewal date. When the contract comes up for renewal, a customer will be offered the new Acronis Advantage programs.</p>
<p>About Acronis
Acronis, Inc. is the leading provider of storage management and disaster recovery software. Its patented disk imaging and management technology enables corporations and individuals to move, manage and maintain digital assets in physical and virtual environments. With Acronis' backup, recovery, server consolidation and virtualization migration software, users protect their digital information, maintain business continuity and reduce downtime in computing environments. Acronis software is sold in more than 180 countries and available in 13 languages. For additional information, please visit www.acronis.com.au.</p>

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