User’s Guide
Acronis®
True Image Echo
Enterprise Server
Copyright © Acronis, Inc., 2000-2009. All rights reserved.
“Acronis” and “Acronis Secure Zone” are registered trademarks of Acronis, Inc.
"Acronis Compute with Confidence", “Acronis Startup Recovery Manager”, “Acronis Activ e
Restore” and the Acronis logo are trademarks of Acronis, Inc.
Linux is a registered trademark of Linus Torvalds.
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explicit permission of the copyright holder.
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MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NON-INFRINGEMENT,
ARE DISCLAIMED, EXCEPT TO THE EXTENT THAT SUCH DISCLAIMERS ARE HELD TO BE
LEGALLY INVALID.
2 Copyright © Acronis, Inc., 2000-2009
Table of Contents
Chapter 1. Introduction ...................................................................................... 7
1.1 Acronis® True Image Echo Enterprise Server – a complete solution for corporate users ........... 7
1.2 Acronis True Image Echo Enterprise Server components ....................................................... 9
1.3 New in Acronis True Image Echo Enterprise Server .............................................................. 9
1.4 Supported file systems and storage media ......................................................................... 11
1.4.1 Supported file systems .............................................................................................. 11
1.4.2 Supported storage media ........................................................................................... 11
1.5 License policy .................................................................................................................. 12
1.6 Technical support ............................................................................................................ 12
Chapter 2. Acronis True Image Echo Enterprise Server installation and startup
............................................................................................................................ 13
2.1 System requirements ....................................................................................................... 13
2.1.1 Minimum hardware requirements ............................................................................... 13
2.1.2 Supported operating systems ..................................................................................... 13
2.2 Security parameters ......................................................................................................... 14
2.2.1 Credentials ............................................................................................................... 14
2.2.2 Firewall setup ........................................................................................................... 14
2.2.3 Encrypted communication ........................................................................................... 15
2.2.4 Security parameters in Acronis Administrative Template ............................................... 15
2.3 Installing Acronis True Image Echo Enterprise Server components ....................................... 16
2.3.1 Installation of Acronis True Image Echo Enterprise Server local version and Acronis
True Image Agent for Windows ........................................................................................... 17
2.3.2 Installation of Acronis True Image Agent for Linux ....................................................... 18
2.3.3 Installation of Acronis Group Server ............................................................................ 18
2.3.4 Acronis Backup Server installation and setup ............................................................... 18
2.3.5 Acronis Universal Restore installation .......................................................................... 22
2.4 Extracting Acronis True Image Echo Enterprise Server components ..................................... 22
2.5 Running Acronis True Image Echo Enterprise Server components ........................................ 22
2.5.1 Running Acronis True Image Echo Enterprise Server (local version) ............................... 22
2.5.2 Running Acronis True Image Management Console ...................................................... 23
2.5.3 Running other Acronis components ............................................................................. 23
2.6 Removing Acronis True Image Echo Enterprise Server components ...................................... 23
Chapter 3. General information and proprietary Acronis technologies ............ 24
3.1 The difference between file archives and disk/partition images ............................................ 24
3.2 Full, incremental and differential backups .......................................................................... 24
3.3 Acronis Secure Zone® ...................................................................................................... 25
3.4 Acronis Startup Recovery Manager .................................................................................... 26
3.4.1 How it works ............................................................................................................ 26
3.4.2 How to use ............................................................................................................... 26
3.5 Acronis Backup Server ..................................................................................................... 27
3.5.1 Backup locations ....................................................................................................... 27
3.5.2 Quotas and time limits for computers and users ........................................................... 28
3.5.3 Administrators and Users ........................................................................................... 28
3.5.4 Operations with archives ............................................................................................ 29
3.6 Acronis Active Restore ..................................................................................................... 29
3.6.1 Limitations in using Acronis Active Restore .................................................................. 29
3.6.2 How it works ............................................................................................................ 29
3.6.3 How to use ............................................................................................................... 30
3.7 Acronis Universal Restore ................................................................................................. 31
3.7.1 Acronis Universal Restore purpose .............................................................................. 31
3.7.2 Acronis Universal Restore general principles ................................................................ 31
3.7.3 Acronis Universal Restore and Microsoft Sysprep .......................................................... 32
3 Copyright © Acronis, Inc., 2000-2009
3.7.4 Limitations in using Acronis Universal Restore .............................................................. 32
3.7.5 Getting Acronis Universal Restore ............................................................................... 32
3.8 Backing up to tape libraries and tape drives ....................................................................... 33
3.8.1 Backing up to a locally attached tape device ................................................................ 34
3.8.2 Understanding backup to tape devices attached to the Backup Server ........................... 34
3.8.3 Backing up to a tape device through Acronis Backup Server .......................................... 36
3.8.4 Restoring data from archives located on tape devices ................................................... 36
3.9 Viewing disk and partition information ............................................................................... 37
3.10 Changing Acronis temporary folder path .......................................................................... 37
Chapter 4. Using Acronis True Image Management Console ............................ 38
4.1 General information ......................................................................................................... 38
4.2 Installing/updating Acronis components on remote machines .............................................. 38
4.3 Managing a single remote computer .................................................................................. 41
4.3.1 Connecting to a remote computer .............................................................................. 41
4.3.2 Backup and recovery tasks ......................................................................................... 42
4.4 Managing groups of computers ......................................................................................... 46
4.4.1 Group status display .................................................................................................. 46
4.4.2 Creating new group tasks .......................................................................................... 48
4.4.3 Group tasks management .......................................................................................... 50
4.4.4 Acronis Group Server options ..................................................................................... 51
4.5 Managing backup server .................................................................................................. 52
4.5.1 Default settings ......................................................................................................... 53
4.5.2 Set up Administrator profiles ...................................................................................... 54
4.5.3 Adding Users and Administrators to the Acronis Backup Server database ....................... 55
4.5.4 Changing User profiles ............................................................................................... 57
4.5.5 Configuring Backup Locations ..................................................................................... 58
4.5.6 Managing Archives .................................................................................................... 59
4.5.7 Limiting access to Acronis Backup Server .................................................................... 60
Chapter 5. Using Acronis True Image Echo Enterprise Server (local version) . 61
5.1 Main program window ..................................................................................................... 61
5.2 Managing a local computer ............................................................................................... 63
Chapter 6. Creating backup archives ................................................................ 66
6.1 Backing up files and folders (file backup) ........................................................................... 66
6.2 Backing up disks and partitions (image backup) ................................................................. 70
6.3 Setting backup options ..................................................................................................... 72
6.3.1 Archive protection ..................................................................................................... 73
6.3.2 Source files exclusion ................................................................................................ 73
6.3.3 Pre/post commands .................................................................................................. 74
6.3.4 Database support ...................................................................................................... 74
6.3.5 Compression level ..................................................................................................... 75
6.3.6 Backup performance ................................................................................................. 75
6.3.7 Fast incremental/differential backup ............................................................................ 76
6.3.8 Archive splitting ........................................................................................................ 77
6.3.9 File-level security settings .......................................................................................... 77
6.3.10 Media components .................................................................................................. 78
6.3.11 Error handling ......................................................................................................... 78
6.3.12 Dual destination backup ........................................................................................... 79
6.3.13 Wake On LAN ......................................................................................................... 79
6.3.14 Additional settings ................................................................................................... 80
Chapter 7. Restoring the backup data .............................................................. 82
7.1 Considerations before recovery ......................................................................................... 82
7.1.1 Restore under Windows or boot from CD? ................................................................... 82
7.1.2 Network settings in rescue mode ................................................................................ 82
7.1.3 Recovering dynamic volumes ..................................................................................... 83
4 Copyright © Acronis, Inc., 2000-2009
7.2 Restoring files and folders from file archives ...................................................................... 83
7.3 Restoring disks/partitions or files from images ................................................................... 87
7.3.1 Starting the Restore Data Wizard ................................................................................ 87
7.3.2 Archive selection ....................................................................................................... 87
7.3.3 Restoration type selection .......................................................................................... 88
7.3.4 Selecting a disk/partition to restore ............................................................................ 90
7.3.5 Restoring NT disk signature ....................................................................................... 90
7.3.6 Selecting a target disk/partition .................................................................................. 91
7.3.7 Changing the restored partition type ........................................................................... 92
7.3.8 Changing the restored partition file system .................................................................. 92
7.3.9 Changing the restored partition size and location ......................................................... 93
7.3.10 Assigning a letter to the restored partition ................................................................. 93
7.3.11 Restoring several disks or partitions at once .............................................................. 93
7.3.12 Using Acronis Universal Restore ................................................................................ 93
7.3.13 Setting restore options ............................................................................................. 94
7.3.14 Restoration summary and executing restoration ......................................................... 95
7.4 Setting restore options ..................................................................................................... 95
7.4.1 Files to exclude from restoration ................................................................................. 96
7.4.2 Files overwriting mode ............................................................................................... 96
7.4.3 Pre/post commands .................................................................................................. 96
7.4.4 Restoration priority .................................................................................................... 97
7.4.5 File-level security settings .......................................................................................... 97
7.4.6 Specifying mass storage drivers .................................................................................. 97
7.4.7 Additional settings ..................................................................................................... 98
7.4.8 Error handling ........................................................................................................... 99
7.5 Creating dynamic disks and volumes ................................................................................. 99
7.5.1 Creating dynamic volumes ......................................................................................... 99
Chapter 8. Scheduling tasks ............................................................................ 102
8.1 Creating scheduled tasks ................................................................................................ 102
8.1.1 Setting up daily execution ........................................................................................ 104
8.1.2 Setting up weekly execution ..................................................................................... 105
8.1.3 Setting up monthly execution ................................................................................... 106
8.1.4 Setting up one-time execution .................................................................................. 106
8.1.5 Setting up event-driven execution ............................................................................ 107
8.2 Managing scheduled tasks .............................................................................................. 107
Chapter 9. Managing the Acronis Secure Zone ............................................... 108
9.1 Creating Acronis Secure Zone ......................................................................................... 108
9.2 Resizing the Acronis Secure Zone .................................................................................... 110
9.3 Changing the password for Acronis Secure Zone .............................................................. 110
9.4 Managing backups in Acronis Secure Zone ....................................................................... 111
9.5 Deleting Acronis Secure Zone ......................................................................................... 112
Chapter 10. Creating bootable media ............................................................. 113
10.1 Creating Acronis rescue media ...................................................................................... 113
10.2 Creating a Win PE ISO with Acronis True Image Echo Enterprise Server ........................... 115
Chapter 11. Operations with archives ............................................................. 117
11.1 Validating backup archives ........................................................................................... 117
11.2 Exploring archives and mounting images ....................................................................... 117
11.2.1 Exploring an archive .............................................................................................. 118
11.2.2 Mounting an image ................................................................................................ 119
11.2.3 Unmounting an image ........................................................................................... 121
11.3 Consolidating backups .................................................................................................. 121
12.1 Email notification ......................................................................................................... 125
12.2 WinPopup notification .................................................................................................. 125
12.3 Viewing logs ................................................................................................................ 126
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12.4 Event tracing ............................................................................................................... 127
12.4.1 Windows event log ................................................................................................ 127
12.4.2 SNMP notifications ................................................................................................. 128
12.5 Managing System Restore ............................................................................................ 128
Chapter 13. Working with a virtual environment ........................................... 130
13.1 Backing up data on virtual machines ............................................................................. 130
13.2 Recovering data on virtual machines ............................................................................. 130
13.3 Using the disk conversion feature .................................................................................. 131
13.3.1 Recover data on the VM ......................................................................................... 131
13.3.2 Recover both data and the VM ............................................................................... 131
13.3.3 Physical to virtual migration ................................................................................... 131
13.3.4 Converting workloads ............................................................................................ 132
13. 4 Converting disk images to virtual disks ......................................................................... 132
Chapter 14. Transferring the system to a new disk ........................................ 134
14.1 General information ..................................................................................................... 134
14.2 Security ...................................................................................................................... 135
14.3 Executing transfers ...................................................................................................... 135
14.3.1 Selecting Clone mode ............................................................................................ 135
14.3.2 Selecting source disk ............................................................................................. 135
14.3.3 Selecting destination disk ....................................................................................... 136
14.3.4 Partitioned destination disk .................................................................................... 137
14.3.5 Old and new disk partition layout ............................................................................ 137
14.3.6 Old disk data ........................................................................................................ 137
14.3.7 Destroying the old disk data ................................................................................... 138
14.3.8 Selecting partition transfer method ......................................................................... 139
14.3.9 Partitioning the old disk ......................................................................................... 140
14.3.10 Old and new disk partition layouts ........................................................................ 140
14.3.11 Cloning summary ................................................................................................. 141
14.4 Cloning with manual partitioning ................................................................................... 141
14.4.1 Old and new disk partition layouts .......................................................................... 141
Chapter 15. Adding a new hard disk ............................................................... 143
15.1 Selecting a hard disk .................................................................................................... 143
15.2 Creating new partitions ................................................................................................ 143
15.3 Disk add summary ....................................................................................................... 144
Chapter 16. Command-line mode and scripting ............................................. 145
16.1 Working in the command-line mode .............................................................................. 145
16.1.1 TrueImageCmd.exe supported commands ............................................................... 145
16.1.2 Common options (options common for most trueimagecmd commands) .................... 148
16.1.3 Specific options (options specific for individual trueimagecmd commands) .................. 149
16.1.4 Trueimagecmd.exe usage examples ........................................................................ 155
16.1.5 ICompGS.exe tool: adding machines to the group server out of a *.txt file .................. 159
16.1.6 Ebasrvdb.exe tool: generate an XML file with the backup mapping details ................... 159
16.1.7 Tdbrepair.exe tool: rescan tapes and add information to Acronis tape database ........... 159
16.1.9 Command-line mode usage under DOS ................................................................... 160
16.2 Scripting ..................................................................................................................... 160
16.2.1 Script execution parameters ................................................................................... 160
16.2.2 Script structure ..................................................................................................... 161
16.2.3 Script usage examples ........................................................................................... 162
6 Copyright © Acronis, Inc., 2000-2009
Chapter 1. Introduction
1.1 Acronis® True Image Echo Enterprise Server – a complete solution for corporate users
Acronis True Image Echo Enterprise Server is a comprehensive backup and recovery
solution for heterogeneous computer infrastructure that may include any combination of
physical and virtual, networked and standalone, Windows- and Linux-based servers.
Acronis True Image Echo Enterprise Server crea tes a tra nsportable ima ge, i ndependent of
the hardware platform that can be restored directly to and from any virtual or physical
environment.
Minimizes downtime
Acronis True Image Echo Enterprise Server enables you to restore systems in minutes,
not hours or days. An entire system can be restored from an image that includes
everything the system needs to run: the operating system , applications, databases, and
configurations. It is not necessary to reinstall software or reconfigure your system or
network settings. The complete system restoration can be performed to an existing
system, to a new system with different hardware, or to virtual machines. With the Acronis
Active Restore feature, users can access the server and begin working during the restor e
process, further decreasing downtime. File-level backups provide you with the flexibility to
only backup specific, critical files.
Eases Administration
Wizards guide users through backup and recovery tasks, ensuring the product can be
implemented with minimal user training. A central management console provides remote
administration, ensuring that all systems in the network, regardless of the domain or
workgroup structure, can be managed from one location. Complete, unattended restores
from remote locations are supported with a remote bootable agent.
Automates Backup
With the scheduling capability in Acronis True Image Echo Enterprise Server, you simply
create backup tasks, tailored by group, or certain times or events.
To ensure that backups have occurred, or if user intervention is required, you can r equest
notifications via email or Windows Pop-up. You can view Acronis events in the Win dows
Application Events Log or Acronis own log files. Log messages can be automatically sent
out to SNMP clients.
The product also supports the creation of custom comman ds before and after backups.
For example, users can automatically run anti-virus products before an image is created
and verify the validity of backups after the image has been created. And because these
tasks can be scheduled, you need not recreate the script to run the pre- and post-event
tasks each time; you can set the scheduled events once and they will run each time
automatically.
Ensures 24 X 7 Uptime
With Acronis’ patented drive snapshot technology, systems can be imaged while they are
in use, ensuring 24-by-7 system availability. This technology enables the product to
backup and image critical operating system files, the master boot record and any
partition-based boot records without requiring a reboot. A CPU allocation feature allows
you to limit the amount of CPU usage for the application to maximize the CPU’s
7 Copyright © Acronis, Inc., 2000-2009
availability for mission critical applications. Additionally, users can control hard disk drive
writing speeds and control network bandwidth used during backups, allowing minimal
disruption of business operations.
A feature that allows you to suspend database activity for several seconds is provided so
that you can create a valid image of mission-critical applications such as Microsoft
Exchange Server, Microsoft SQL Server and Oracle. This database suspension process
supports Microsoft’s Volume Shadow Copy Service (VSS). If your database or operating
system does not support VSS, Acronis True Image Echo Enterprise Server will execute
your custom commands to execute database suspension.
Supports Leading Edge Technology
Businesses today are moving to leverage the latest technologies, includ ing dual-core, 64bit processors and 64-bit operating systems. With Acronis True Image Echo Enterprise
Server, you can protect these new machines, as well as legacy server s, running a single
application with a common interface.
Leverages Existing Technology Investments
The product can leverage your current storage infrastru cture by supporting a variety of
storage media, so you can avoid costly hardware purchases to implement the solution.
The product supports key storage technologies such as: Direct Attached Storage ( DAS),
Network Attached Storage (NAS), Storage Area Networks (SAN), Redundant Arrays of
Independent Disks (RAID), tapes, USB and IEEE-1394 (FireWire) compliant storage
devices, CDs, DVDs, removable drives (Floppy, Zip, etc.) and shared storage. Mor eover,
the product ensures that you maximize the space on these reso urces with four levels of
compression.
Disk cloning and new disk deployment
Acronis True Image Echo Enterprise Server can be used to clone an i mage onto multiple
servers. For example, let’s say a company purchased several servers and needs similar
environments on each of them. Traditionally, the IT manager would ins tall the operating
system and programs on every server. With Acronis True Image Echo Enterprise Server,
the IT manager would configure a single server, then create a disk image of t he system.
That image can then be duplicated onto multiple servers.
If you need to upgrade the server hard disk drive, Acronis True Image Echo Enterprise
Server simplifies the task to few mouse clicks cr eating th e exact copy of you r ol d dis k to a
new one and adjusting partitions size to fit a new hard disk.
Volumes conversion
Acronis True Image Echo Enterprise Server can back up and recover dynamic volumes.
Dynamic volume as is can be recovered over the same volume or unallocated space of a
dynamic group. Acronis True Image Echo Enterprise Server has necessary tools for anyto-any disks conversion in terms of basic disks and dynamic volumes of any type (simple,
spanned, striped, mirrored or RAID 5). The tools are available in bootable program
version as well. Having booted the Acronis environment, you can easily prepare the
desired dynamic group on bare metal or a computer with non-Windows operating system.
8 Copyright © Acronis, Inc., 2000-2009
1.2 Acronis True Image Echo Enterprise Server components
Acronis True Image Echo Enterprise Server includes the following components.
1. Acronis True Image Management Console is a tool for remote access to Acroni s
components. Administrator uses the console to install, configure and control the
components from remote.
2. Acronis True Image Agent is an application that resides on client computers and
performs Acronis operations such as data backup or restore.
Acronis True Image Echo Enterprise Server includes Acronis True Image Agent for
Windows (to be installed on Windows-based systems) and Acronis True Image Agent
for Linux (to be installed on Linux platform). The agents operate in a similar way, the
only difference visible to user concerns the way of installation.
3. Acronis Group Server is a management tool that provides ability to schedule,
monitor and manage group backup tasks. It deploys group tasks to the ag ents, polls the
agents for the status of running tasks and provides the administrator with the summary
tasks state display over the network.
4. Acronis Backup Server is an application for centralized storage and management of
enterprise backup archives.
The administrator can set space quotas and backup schemes, schedule check tasks that
consolidate backups in case of quota violati on, perform one-time backups consolidation.
This ensures optimal usage of the storage capacity . Acronis Backup Server also enables
users to access a tape library, connected to the server.
5. Acronis True Image Echo Enterprise Server (local version) is a locally controlled
server management tool with additional functionality as compared to Acronis True Image
Agent. The local version supports, besides backup and recovery operations, exploring
archives, mounting images as virtual drives, cloning hard disks data and formatting
partitions on new hard disks, creating dynamic volumes, command-line mode and scripts
execution.
6. Acronis Universal Restore is a separately sold add-on to Acronis True Image Ech o
Enterprise Server that automatically configures Windows drivers in a system, recovered
on dissimilar hardware. This enables the seamless system start and operation.
7. Acronis Bootable Rescue Media Builder - creates bootable media, its ISO image or
the RIS package thus enabling data recovery over bare metal, non-Windows or corrupted
operating systems.
1.3 New in Acronis True Image Echo Enterprise Server
Management console
Reconnect (last connect) option
Ability to connect to agent for Linux without “root” rights
Centralized installation and update of Acronis components on multiple computers
Group server
Import and export computers through txt/csv files (in the command-line mode - txt files)
Run, stop, restart, edit, check group tasks
Group validation tasks
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Set how often to check the computers state (status refresh rate)
Wake on LAN for backup
Backup server
Import/export archives from external locations
Limit number of connections
Limit bandwidth used per connection
Access to tape library for every user
Backup
Backup and restore of 2+TB volumes
Encrypting backups with industry-standard AES cryptographic algorithm (key size 128,
192, 256 bit)
Multi-volume snapshot for databases spread on several disks
Control network bandwidth usage when backing up to FTP
Error handling: ignore bad sectors, silent mode (no pop-ups, continue on all e rrors)
Dual destination backup: local + network share
Support for VMware Consolidated backup
Archive bit reset (file-level backup only)
Generating time-based names for bac kup files
Recovery
Recovery of dynamic volumes
Recovery of system dynamic volumes on dissimilar hardware using Acronis Universal
Restore or Acronis Active Restore
Scheduling
Schedule archive validation
Start every N hours within daily schedule
Start on free disk space change by the specified amount
Cloning a task
Notification via e-mail
Multiple e-mail addresses
From and Subject fields
Logon to incoming mail server
Operations with archives
Convert disk images to virtual disks for VMware, Microsoft, XenServer and Parallels virtual
machines
Consolidate backup files (create a consistent copy of archive while deleting selected
backups)
Explore archives (open in read-only mode any image or file-level backup)
10 Copyright © Acronis, Inc., 2000-2009
Operations with hard disks
Convert basic disk to dynamic
Create dynamic volumes
CLI features
MBR restore
Backup to FTP server
Allow logs on net share
Merge unallocated space by moving partitions and create Acronis Secure Zone on the
space
Security
Encrypted (SSL) communication between Acronis True Image Echo Enterprise Server
components
1.4 Supported file systems and storage media
1.4.1 Supported file systems
FAT16/32
NTFS
Ext2/Ext3
ReiserFS
Reiser4
Linux SWAP
XFS
JFS
DFS
If a file system is not supported or is corrupted, Acronis True Image Echo Enterprise
Server can copy data using a sector-by-sector approach.
For XFS and JFS file systems the partition resizing feature is not supported.
1.4.2 Supported storage media
Hard disk drives
Networked storage devices such as Storage Area Networks (SANs) and Network Attached
Storage (NAS)
Tape libraries, autoloaders, SCSI tape drives
IDE and SCSI RAID controllers of any level
FTP-servers*
CD-R/RW, DVD-R/RW, DVD+R (including double-layer DVD+R), DVD+RW, DVD-RAM**
11 Copyright © Acronis, Inc., 2000-2009
USB 1.0 / 2.0, FireWire (IEEE-1394) and PC card storage devices
®
ZIP
, Jaz® and other removable media
* - Data recovery directly from FTP-server will require the archive to consist of files no
more than 2GB in size, so please note this during the backup image creation. It is
recommended that you change the source computer firewall settings to disable the
Routing and Remote Access Windows service. The previous versions of the software
recommended for the target FTP-server the usage of passi ve mode for file transfers and
usage of ports 20 and 21 at the source computer for both TCP and UDP protocols. The
current version has no such limitations: you can use active or passive mode and any port,
changing the default settings at Options->Backup Options->Advanced settings.
** - Burned rewritable discs cannot be read in Linux without kernel patch.
1.5 License policy
Acronis True Image Echo Enterprise Server licensing is based on number of servers on
which Acronis True Image Agent and/or Acronis True Image Echo Enterprise Server local
version are to be installed. This means you need one license for each server you are
going to backup, whether you will control it on-site (with the local program version) or
remotely (using Acronis True Image Agent), or use both ways of control. T he number of
Acronis True Image Management Console, Acronis Group Server and Acronis Backup
Server installations is not counted.
Acronis Universal Restore is an option to Acronis True Image Echo Enterprise Server and
has its own serial number.
1.6 Technical support
As part of a purchased annual Support charge you are entitled to Technical Support as
follows: to the extent that electronic services are available , you may electronically access
at no additional charge, Support services for the Software, which Acronis shall endeavor
to make available twenty four (24) hours a day, seven (7) days per week. Such electronic
services may include, but are not limited to: user forums; software-specifi c information;
hints and tips; bug fix retrieval via the internet; software maintenance and demonstration
code retrieval via a WAN-accessible FTP server; and access to a problem resolution
database via Acronis customer support system.
Support shall consist of supplying telephone or other electronic support to you in or der to
help you locate and, on its own, correct problems with the Software and supplying
patches, updates and other changes that Acronis, at its sole discretion, makes or adds to
the Software and which Acronis makes generally available, without additional charge, to
other licensees of the Software that are enrolled in Support.
Upon mutual agreement by both parties, Acronis shall:
(i) supply code corrections to you to correct Software malfunctions in order to bring such
Software into substantial conformity with the published operating specifications for the
most current version of the Software unless your unauthorized modifications prohibit or
hamper such corrections or cause the malfunction;
or (ii) supply code corrections to correct insubstantial problems at the next general
release of the Software.
More information about contacting Acronis Technical Support is available at the following
link: http://www.acronis.com/support/
12 Copyright © Acronis, Inc., 2000-2009
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