Soteria Cloud KB
Soteria Cloud KB
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Support for Resellers and MSPs

Support for Resellers and MSPs

Use this path if your organisation resells or manages Soteria Cloud services for customers.

Start here

  1. Confirm whether the issue affects one customer, several customers, or the management platform.

  2. Check the relevant guide in Support & How-To Articles or Acronis Troubleshooting.

  3. If the issue needs account-specific investigation, use the support route on the Soteria Cloud contact page.

  4. Continue to own communication with your customer unless your agreement says otherwise.

Include in your support request

  • Reseller or MSP organisation name.

  • Affected customer or tenant name.

  • Product, workload type, operating system, and agent version where relevant.

  • Whether one workload, one tenant, or multiple tenants are affected.

  • Approximate start time, last known successful event, and business impact.

  • Sanitised error message or activity ID.

  • Safe troubleshooting already completed.

  • Whether a restore or disaster-recovery action is required.

Do not include passwords, recovery codes, private keys, payment authentication data, or unnecessary personal information.

Common reseller and MSP topics

  • Agent installation, registration, and devices missing from the console.

  • Backup failures, snapshots, VSS, storage, and recovery points.

  • Microsoft 365 protection and reporting.

  • Security, EDR, DLP, RMM, and patch management.

  • Licensing, billing, bundle selection, and customer onboarding.

  • Restore and disaster-recovery assistance.

Support scope, response targets, escalation routes, and disaster-recovery coverage depend on the applicable service and agreement.