Question Why is Acronis support so bad?

[thebt]

Server operating system version

Ubuntu

Plesk version and microupdate number

18.0.67 #3

I don't understand why the Acronis tech support is so bad.

I consider backups a mission critical function yet any time there's an issue it takes days to move any support ticket forward. That's days without properly working backups for what is supposedly an enterprise product

The solution always seems to come back to stabbing in the dark, uninstall and reinstall the Acronis agent

Our latest support issue - we're over quota on our backups which you'd think would be a simple case of buying another 1gb Acronis license yet for some reason this is not how it works and it takes days of back and forth with Plesk support to get a license applied properly, meanwhile we don't have properly working backups.

Why is the support so bad for this product?

 

[Sebahat.hadzhi]

Hello, @thebt . We are sorry to hear about the backup issue you are experiencing. From what I can see, due to the nature of the case, it has been prioritized from the start and it was forwarded to Acronis with expressed urgency. If there's anything in particular in the way your case was handled by Plesk, please let us know. I will forward the feedback to our team.

 

[thebt]

More broadly this issue needs to be addressed - it should be a simple case of buy another license, add it to server

We've had this issue before adding licenses and same deal, several days of no backups as a result