---
title: "Acronis EDR: Support"
source: "https://docs.nexcess.com/hosting/hosting-services/acronis-cyber-backups/endpoint-dection-response-edr/acronis-edr-support/"
description: "Understand the shared responsibility model for Acronis EDR. Learn which platform features Nexcess manages and which security tasks you control."
vertical: "Hosting"
date: "2026-10-08"
last_modified: "2026-10-08"
---

# Acronis EDR: Support

## Overview

This document outlines the shared responsibility support model for [**Acronis Endpoint Detection and Response (**](https://docs.nexcess.com/hosting/hosting-services/acronis-cyber-backups/endpoint-dection-response-edr/acronis-edr-endpoint-detection-and-response-explained/)**[EDR).](https://docs.nexcess.com/hosting/hosting-services/acronis-cyber-backups/endpoint-dection-response-edr/acronis-edr-endpoint-detection-and-response-explained/)** It defines which operational platform tasks are handled by our support and engineering teams, and which daily security management tasks remain under your direct control.

---

## What Nexcess Manages

Our support and engineering tiers manage the underlying EDR infrastructure, agent health, and portal integrations. Specifically, we handle the following:

- **Agent Installation:** We fully automate the Acronis agent installation via workflow for Cloud servers. For Dedicated servers, our team assists with the manual installation process.
- **Platform Access:** We troubleshoot and fix broken portal integrations and Single Sign-On (SSO) links to ensure you can reach the Acronis console.
- **Agent Health:** We perform basic health checks and repair broken Acronis agents on your servers.
- **Billing and Transitions:** We correct billing or workload count discrepancies using standard billing tools. Additionally, if you switch from ThreatDown to EDR, we handle uninstalling ThreatDown and enabling the EDR service.
- **Vendor Escalation:** Our engineers are solely responsible for escalating platform bugs by opening tickets directly with the Acronis vendor, if needed.
- **Education:** We provide educational explanations of EDR terms and features to help you understand the platform.

> ---

## What You Manage

You operate your own security environment and manage your daily operations directly within the Acronis console. You are responsible for the following:

- **Ordering:** You initiate EDR orders via self-service in the portal or by requesting sales assistance.
- **Monitoring Alerts:** You are exclusively responsible for watching your endpoint security alerts.
- **Incident Investigation:** You must investigate your own security incidents using the Acronis console accessed via SSO.
- **Managing Quarantine:** You are responsible for performing actions inside the Acronis console, including [**restoring quarantined files.**](https://docs.nexcess.com/hosting/hosting-services/acronis-cyber-backups/endpoint-dection-response-edr/restore-a-file/)
- **Switching Services:** You initiate the request to switch your server protection from ThreatDown to EDR.

---

## Out of Scope for Nexcess Support

To ensure a clear boundary between infrastructure management and your application security, the following tasks fall explicitly outside our support scope:

- **Alert Monitoring:** Watching security alerts is strictly a customer responsibility. Nexcess does not monitor these alerts on your behalf.
- **Threat Investigation:** We do not investigate active security incidents for you.
- **File Restoration:** We do not manage or [**restore your quarantined files.**](https://docs.nexcess.com/hosting/hosting-services/acronis-cyber-backups/endpoint-dection-response-edr/restore-a-file/)
- **Direct Vendor Support:** You cannot open support tickets directly with the Acronis vendor. Our engineers will escalate bugs to the vendor, as required.