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10.50.10 — Managed Detection and Response (MDR)

10.50.10 — Managed Detection and Response (MDR)

Publication status: Current official Acronis offering
Baseline verified: 21 August 2026
Content model: Original Soteria Cloud operational summary with canonical Acronis sources; no vendor article body is reproduced.

Purpose and portfolio position

Acronis-managed monitoring, investigation and response service for service-provider customers.

This page establishes a controlled starting point for sales qualification, solution design, deployment, operations and support. It does not override the customer's agreement, the current Soteria Cloud service catalogue, Acronis licensing policy, the product support matrix or product lifecycle information.

Capability scope

  • continuous security monitoring.

  • analyst-led investigation.

  • incident prioritisation.

  • response guidance and supported remediation.

  • Standard and Advanced service levels.

Soteria Cloud delivery boundary

  • Confirm whether Soteria Cloud offers this item, whether it is enabled for the relevant partner/customer tenant and who owns first-line and escalated support.

  • Confirm the exact commercial package, metric, quota, exclusions and dependencies before quoting or enabling it.

  • Do not claim South African data residency, Teraco hosting, geo-redundancy or local service operation unless the exact workload, tenant and service design have been verified.

  • Keep vendor capability, Soteria service design, reseller responsibility and end-customer responsibility explicit.

Qualification and design checks

  • confirm MDR service level and offering item.

  • verify protected endpoints and agent health.

  • record contacts, escalation path and response authority.

  • test notification and incident hand-off.

  • Identify data classification, privacy, compliance, retention and audit requirements before enabling access or protection.

  • Define success criteria, test evidence, monitoring ownership and the support/escalation path.

Enablement checklist

  1. Confirm the current Acronis name, release status, lifecycle state and canonical documentation.

  2. Confirm the customer or tenant, workload scope, administrator roles and least-privilege access.

  3. Confirm licensing, offering items, quotas, dependencies, price-list mapping and customer approval.

  4. Document architecture, network, identity, storage, data-location and integration dependencies.

  5. Configure a bounded pilot or representative workload before broad rollout.

  6. Validate the expected protection, management, security or recovery outcome and retain evidence.

  7. Establish alerting, operational review, change control, support ownership and an exit/rollback path.

Operating model

  • Confirm tenant, customer, service entitlement and assigned roles before changing configuration.

  • Record the intended outcome, scope, maintenance window and rollback or exit condition.

  • Apply the smallest testable change, then verify service health and customer impact.

  • Monitor alerts, usage, exceptions and integration health; assign each exception to an owner.

  • Review configuration after incidents, release changes, contract changes and material workload changes.

Troubleshooting path

  1. Confirm whether the problem is entitlement, configuration, connectivity, compatibility, capacity, identity or an active vendor incident.

  2. Capture the exact error, timestamp, activity or incident identifier, tenant, workload, version and recent change.

  3. Check service status, release notes, lifecycle and the current compatibility documentation.

  4. Reproduce safely at the narrowest scope; do not disable protection broadly to prove a hypothesis.

  5. Escalate with logs, screenshots, topology, expected versus actual result and business impact.

Minimum escalation evidence

  • Customer, tenant and affected workload identifiers.

  • Product/service name, edition, version, agent or component build.

  • Policy, plan, offering item and relevant role assignments.

  • Exact timestamps, activity/incident IDs, errors and recent changes.

  • Logs or reports collected through the approved support procedure.

  • Business impact, urgency, workaround and required outcome.

Important limitation

Do not promise a response action or SLA that is not in the customer agreement.

Official source

Governance

  • Owner: Soteria Cloud Knowledge Base governance owner

  • KB-ID: SCKB-ACP-SVC-MDR

  • Review baseline: 21 August 2026

  • Review trigger: Acronis release, licensing, lifecycle or Soteria service-catalogue change