This FAQ provides answers to common questions about Acronis Backup and Cyber Protection through Atera’s integration, including billing, setup, supported platforms, data management, and support options.
General
Q: What is Acronis?
A: Acronis is a cloud-based backup and cybersecurity platform that integrates directly with Atera, allowing MSPs to manage, monitor, and bill clients for backup services.
Billing and Pricing
Q: How is Acronis billed?
A: Billing is usage-based and can be either per-GB (storage-based) or per-workload (per device). Charges are processed monthly or annually through Atera, typically on the 10th of each month.
Q: Can I lock my current Acronis price?
A: Yes, switching to annual billing can lock in your current rates for the duration of the contract.
Q: Can I know the exact price I’ll pay?
A: Exact costs depend on your usage. You can estimate them based on your previous month’s data or expected workloads.
Q: Will there be more price changes?
A: Any future adjustments will be communicated with a 180-day advance notice per contract terms.
Q: What happens after a price change notice?
A: No immediate action is needed unless you’d like to switch to annual billing to secure your rate.
Activation and Installation
Q: How do I activate and install Acronis?
A: Activate Acronis from the Atera App Center. Installation can be performed directly from Atera for Windows devices. For Mac or Linux, installation requires manual scripts from the Acronis console.
Q: What should I do if my activation email is missing?
A: Contact Acronis Support to have it resent. Make sure your account details in Admin > Settings are complete to avoid setup issues.
Free Trial and Subscriptions
Q: Is there a free trial for Acronis?
A: Yes, a 30-day free trial is available for all Atera users. It automatically converts to a paid subscription after the trial period ends.
Q: Can I migrate my existing Acronis account to Atera?
A: Yes. Migration is supported and provides better pricing, unified billing, and full integration with Atera.
Supported Platforms and Features
Q: What platforms does Acronis support?
A: Acronis supports:
Operating Systems: Windows, macOS, Linux
Virtualization: VMware, Hyper-V
Cloud & SaaS: Microsoft 365, Google Workspace
Applications: SQL, Exchange, Active Directory
Devices: Mobile (iOS, Android), NAS
Q: What is the difference between partner storage and customer storage?
A:
Partner storage: Managed by the MSP, shared across tenants.
Customer storage: Dedicated to a specific customer environment.
Account Management and Configuration
Q: How are tenants and billing models managed?
A: Each MSP partner has nested customer tenants. You can assign either the per-GB or per-workload billing model per tenant in the Acronis Partner Console.
Q: How do I switch billing models?
A: Log in to the Acronis console, select the customer, and update the billing model under Configuration Settings.
Q: Can I combine multiple customer portals under one main portal?
A: No. Accounts can only be combined if they are within the same data center and under the same master partner account.
Backup, Recovery, and Data Management
Q: What happens if I delete backups or devices?
A: Always delete backups first, then remove the devices. If you delete a device before its backups, storage charges may continue until the data is removed.
Q: Can deleted accounts or backups be recovered?
A: Accounts can sometimes be recovered within 30 days, but backup data restoration is not guaranteed after deletion.
Q: How are backup files protected?
A: Backups are scanned for ransomware and malware before upload/download and protected by Acronis Active Protection during storage.
Q: How often can I run or restore backups?
A: As frequently as needed. However, Microsoft 365 backups are limited to once per day unless you use Advanced Backup.
Q: Is disaster recovery separate from backup?
A: Yes. Disaster Recovery (DR) requires backup as its data source and must be licensed together with the backup module.
Advanced Features
Q: What is Advanced Management or Advanced Automation?
A:
Advanced Management: Provides IT automation, patching, and endpoint management.
Advanced Automation: Adds ITSM features like ticketing, workflows, and monitoring.
Usage, Reports, and Access
Q: How can I view usage and billing reports?
A: Reports are available in the Acronis Console and include SKU, storage, and workload usage.
Detailed breakdowns also appear in Atera’s Subscription Analytical Reports section for easy reconciliation, but keep in mind that those reports are for higher subscription.
Q: Can I export reports?
A: Yes. Reports can be generated and exported from the Atera and Acronis consoles in various formats (CSV, XLSX, etc.).
Support
Q: Where can I get support for technical or configuration issues?
A: For technical issues, contact Acronis Support via:
Web form or Live Chat: Acronis Support Portal
Email: mspsupport@acronis.com
Phone: Regional numbers listed on the support page
| Region | Phone number |
| Argentina | +54 (11) 50789771 (English only) |
| Australia | +61 (1800) 354 401 (toll-free) |
| Canada | +1 888 864 43 81 (toll-free) |
| Europe | +49 892 555 29 44 |
| France | +33 801 84 13 65 |
| Hong Kong | +852 5803 2291 (English only) |
| India | 000 (800) 9190736 (toll-free) |
| Italy | +39 800 69 32 50 |
| Japan | +81 (3) 451 023 13 (English only) |
| Kenya | +25 4800 21 12 63 |
| Korea | +82 808 05 96 29 |
| Malaysia | +60 1800 81 38 65 |
| Mexico | +52 555 985 43 75 (English only) |
| Netherlands | +31 (20) 808-0417 (English only) |
| New Zealand | +64 800 44 95 45 |
| Philippines | +631 800 132 00 243 |
| Singapore | +65 3158 98 23 |
| South Africa | +27 875 502 262 |
| Taiwan | +886 80 149 11 27 |
| Turkey | +90 212 700 0596 |
| UK | +44 203 514 70 44 |
| US | +1 888 223 45 87 (toll-free) |
Always mention you’re an Atera MSP customer for priority handling.
For billing or integration questions, contact Atera Support.
