Acronis Disaster Recovery: Support

Overview

This document defines the shared responsibility model for Nexcess Disaster Recovery, powered by Acronis. It outlines what Nexcess manages, what you manage, and where our support boundaries stop.

What Nexcess Manages

We manage the infrastructure and core Acronis services up to and including the following:

  • We operate the overarching Acronis tenancy above your account. Furthermore, we manage the partner account, entitlement, storage, and compute quota.
  • We handle the installation, upgrade, and health of the Acronis agent on your managed workloads.
  • We manage your backup jobs and monitor their success, which serve as the input for replication.
  • We monitor your replication health, recovery point objective (RPO) compliance, and failover readiness.
  • We create your recovery servers and size them during the initial build. Additionally, we execute configuration changes upon request.
  • We manage cloud-site networking, and assist with firewall rules, or the VPN appliance when hosting your workload on Nexcess infrastructure.
  • We manage the guest operating system on managed workloads for both your primary and recovery copies.
  • We configure and maintain the single sign-on (SSO) from the Nexcess portal into the Acronis console.
  • We automatically reconcile the split backup sequence after you complete a failback.
  • We handle all Acronis vendor engagement. Consequently, we act as your sole route to Acronis for defects.

What You Manage

You operate your own disaster recovery plan within the Acronis console. Specifically, you are responsible for the following:

  • You manage everything running inside your workloads. This includes applications, data, configuration, and application security.
  • You decide exactly what is protected, when to fail over, and when to fail back.
  • You are solely responsible for the business decision to declare a disaster and initiate a failover.
  • You must manually initiate the failback procedure.
  • You schedule, run, and tear down your own disaster recovery testing.
  • You must design your multi-tier runbook orchestration because only you know your specific application dependencies.
  • You must validate that a failed-over or failed-back workload is actually serving correctly.
  • You manage users and permissions inside your own Nexcess portal below the initial Owner level.
  • You must maintain license compliance for your supplied Windows or SQL licenses in both the primary and recovery sites.

Out of Scope for Nexcess Support

The following tasks and services fall explicitly outside the scope of Nexcess management:

  • We will never initiate a disaster recovery failover or failback on your behalf.
  • We provide assistance with disaster recovery testing upon request, but we will not run the tests for you.
  • We do not provide a “done-for-you” primary virtual machine recovery.
  • Application-layer work is out of scope. Therefore, we do not handle development, code, database tuning, or application performance tuning.
  • We do not design quiescing, log truncation, or transactional consistency for your applications.
  • We do not provide support for third-party software.
  • Custom networking designs beyond supported Acronis connectivity modes are out of scope. This includes complex VPN topologies and DMZs.
  • Customer-owned colocation hardware remains out of scope, even as a failback target.
  • You hold no direct Acronis support entitlement. Consequently, you cannot contact Acronis vendor support directly.
  • We provide technical capabilities, but we do not write your business continuity or disaster recovery plans.
  • We do not certify that your disaster recovery arrangement satisfies any regulatory or contractual compliance obligations.