Acronis EDR: Support

Overview

This document outlines the shared responsibility support model for Acronis Endpoint Detection and Response (EDR). 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.
  • 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.
  • Direct Vendor Support: You cannot open support tickets directly with the Acronis vendor. Our engineers will escalate bugs to the vendor, as required.