---
title: "Acronis Disaster Recovery: Support"
source: "https://docs.nexcess.com/hosting/hosting-services/acronis-cyber-backups/acronis-disaster-recovery-hub/disaster-recovery-support/"
description: "Understand the shared responsibility model for Nexcess Disaster Recovery. Learn exactly what we manage, what you manage, and our support boundaries."
vertical: "Hosting"
date: "2026-09-21"
last_modified: "2026-09-21"
---

# 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.

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## 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.

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## 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.

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## 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.