Account Creation

Account creation is mandatory in order to proceed using interworks.cloud support portal taking advantages all of its features. 

Step 1 - Portal Web Site

In order to reach interworks.cloud support portal just open any browser and hit support.interworks.cloud 

Step 2 - Sign Up

Create a personal account by clicking on Sign up for an account, hyperlink. 

Open

Apply your email address and hit the Send link button and an activation link will be sent to your email.
Proceed providing a Full Name and a Password to your account

Open

Logging in Support Portal

From any browser, navigate to support.interworks.cloud  and place proper username and password.

In case there is a missing password, simply hit the Forgot password link and provide the email used for the registration.

Service Request for Acronis Cyber Protect Cloud

In order to raise a ticket about Acronis Cyber Protect Cloud (MSP), select Cloud Services and then Acronis Cyber Protect Cloud for Service Providers

Ticket Submission

Summary*: Please provide a short summary (title) of your support request

Affected Tenant*: Login name used by the End User (for the account where issue is reproduced)

Affected Service: Thus, Acronis Notary

Description*: Please provide more details concerning your request, such as, the affected customer, affected service, issue description, etc

Severity*:

• Critical: Customer’s business has significant loss or degradation of services and requires immediate attention

• Major: Customer’s business has moderate loss or degradation of services, but work can reasonably continue in an impaired manner

• Minor: Customer’s business is functioning with minor impediments of services. Also, any questions, how to, requests with no business impact
  should be marked as “Minor”

Attachment: Attach: system logs, screenshots, error messages or any information that could accelerate the issue resolution

Mobile Phone: Please add your mobile phone (including the country code without "+" symbol, e.g 3069xxxxxx) when requesting Critical Phone Callback or to receive SMS updates about status change of your requests

Call back request: All Acronis MSPs are entitled to Phone Callback requests when facing a Critical issue, as those are defined in the relevant SLA

Preferred Contact Time: Let us know when you prefer for us to call you back

Escalation Process

In the rare scenario of no response from interworks.cloud technical support department, you may proceed in escalating the request by hitting the Escalate button.