Support for End Customers
Use this path if your organisation consumes a Soteria Cloud or Acronis-powered service.
Choose the correct support route
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How you obtained the service |
Start here |
|---|---|
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Through an MSP or reseller |
Contact that MSP or reseller first. They own your service relationship and first-line support unless your agreement says otherwise. |
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Directly from Soteria Cloud, including an affiliate-introduced service |
Use the support or client-portal route on the Soteria Cloud contact page. |
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You are not sure |
Use the Soteria Cloud contact page and state your organisation name. |
Before contacting support
Prepare:
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Your organisation and contact details.
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Product or service affected.
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Affected device, server, mailbox, tenant, or workload type.
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What happened, when it started, and the business impact.
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Sanitised error wording.
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Last known successful backup or activity, where relevant.
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Whether you need a restore or disaster-recovery assistance.
Do not include passwords, recovery codes, private keys, payment authentication data, or unnecessary personal information.
Find an answer
Support hours, response targets, restore authority, and disaster-recovery coverage depend on the applicable service and agreement.