Support Centre — Start Here | Soteria Cloud Knowledge Base

Support Centre — Start Here

Choose your role or the outcome you need. You can begin guided Tier 1 support with The Cloud Sentinel. For account-specific investigation, use the support route provided for your service or the Soteria Cloud contact page.

Choose your support path

Find help by problem

I need to…	Start here
Start guided Tier 1 troubleshooting	Open The Cloud Sentinel
Open a ticket or contact support	Contact and support
Fix a failed backup	Acronis Troubleshooting
Find a device missing from the console	Device Not Appearing in Backup Management Console
Resolve a firewall or connectivity problem	Acronis Connection Blocked by Firewalls
Resolve snapshot, VSS, or storage-space errors	Not Enough Space on Volume for Snapshot Storage
Resolve WMI backup errors	Backup Fails with WMI Errors
Request a restore	Prepare the protected workload, required data, recovery point, destination, and authorised requester; then use The Cloud Sentinel or the contracted support route.
Get disaster-recovery assistance	Disaster Recovery Readiness, then use the contracted support route.
Resolve email-security, phishing, quarantine or mail-flow issues	Use The Cloud Sentinel and provide the tenant, message ID, timestamp, direction, verdict and affected scope without message content or personal data.
Resolve DLP, collaboration-security, posture or awareness-training issues	Use The Cloud Sentinel with the enabled service, policy, target scope, alert or activity ID and expected outcome.
Resolve email archiving or Files Cloud issues	Use The Cloud Sentinel with the service, affected dataset, time range, retention state and last successful event.
Resolve RMM, patching or remote-management issues	Use The Cloud Sentinel with the device, OS, agent build, policy, maintenance window and last successful run.
Resolve integration, API, webhook or PSA issues	Use The Cloud Sentinel with the connector, operation, timestamp, correlation/request ID and sanitised response code. Never include tokens or customer payloads.
Check release, compatibility, lifecycle or end-of-support	Start with Releases, Compatibility, Advisories and Lifecycle, then verify the exact product, edition, workload, build and tenant/data-centre state against the linked official source.
Understand reports or monitoring	Soteria Cloud Reporting
Resolve invoice or PayFast questions	PayFast Payment Guidance or EFT via PayFast
Understand licensing, products, or bundles	Products and Soteria Bundles
Report a security or privacy concern	Use the Contact page or Privacy Policy.

What to include when escalating

Organisation and contact name.
Your role: reseller/MSP, affiliate, or end customer.
Affected customer or tenant, where relevant.
Product, workload, operating system, component and agent version where relevant.
Scope: one workload, several workloads, one tenant, several tenants, or all customers.
Approximate start time with timezone, last known successful event, and business impact.
Sanitised error wording, activity/incident/correlation ID or response code.
Safe troubleshooting already completed and each result.
Whether a restore or disaster-recovery action is required and the recovery objective.

Never include passwords, one-time passwords, MFA recovery codes, private keys, API secrets, payment authentication data, customer payloads, unredacted logs, or unnecessary personal information.

Support responsibility

Reseller/MSP: normally owns the customer relationship, first-line support, and customer communication.
Affiliate: introduces the opportunity; Soteria Cloud manages technical delivery and customer support.
End customer: contacts the MSP/reseller first when the service was purchased through one; direct customers use Soteria Cloud’s published support route.

Support scope, response targets, product availability, tenant entitlement and disaster-recovery escalation are governed by the applicable service and agreement.