---
title: "Soteria Cloud Knowledge Base — Start Here"
canonical: "https://support.soteria-cloud.co.za/space/SCKB/51019778/Soteria%20Cloud%20Knowledge%20Base%20%E2%80%94%20Start%20Here"
format: markdown
---
# Soteria Cloud Knowledge Base

Find support, troubleshooting, product, billing, and recovery guidance for Soteria Cloud services.

## Choose who you are

| I am a… | Start here | How support works |
| --- | --- | --- |
| Reseller or MSP | [Support for Resellers and MSPs](https://soteriacloud.atlassian.net/wiki/spaces/SCKB/pages/190676993) | You normally provide first-line customer support and escalate platform or service issues to Soteria Cloud. |
| Affiliate | [Support for Affiliates](https://soteriacloud.atlassian.net/wiki/spaces/SCKB/pages/190283785) | Soteria Cloud manages customer delivery, billing, and technical support. |
| End customer | [Support for End Customers](https://soteriacloud.atlassian.net/wiki/spaces/SCKB/pages/190283813) | Contact your MSP/reseller first, or Soteria Cloud if your service is direct. |

## What do you need?

| Need | Go here |
| --- | --- |
| Open or prepare a support request | [How to Submit a Useful Support Request](https://soteriacloud.atlassian.net/wiki/spaces/SCKB/pages/190709761) |
| Fix a backup, agent, snapshot, VSS, firewall, or console issue | [Acronis Troubleshooting](https://soteriacloud.atlassian.net/wiki/spaces/SCKB/pages/50626575) |
| Browse complete official Acronis source coverage and Soteria operational guidance | [Acronis Knowledge Base — Official Source Library](https://soteriacloud.atlassian.net/wiki/spaces/SCKB/pages/191922177) |
| Find general support and how-to guidance | [Support Centre — Start Here](https://soteriacloud.atlassian.net/wiki/spaces/SCKB/pages/50561025) |
| Understand products and capabilities | [Products](https://soteriacloud.atlassian.net/wiki/spaces/SCKB/pages/49840130) |
| Understand Soteria bundles | [Soteria Bundles](https://soteriacloud.atlassian.net/wiki/spaces/SCKB/pages/49676290) |
| Plan for ransomware, Microsoft 365, DR, compliance, or MSP delivery | [Use Cases](https://soteriacloud.atlassian.net/wiki/spaces/SCKB/pages/50167809) |
| Get account-specific, billing, restore, or urgent service assistance | [Contact and support](https://web.soteriacloud.com/contact) |

## Popular articles

- [Acronis Cyber Protect Cloud Overview](https://soteriacloud.atlassian.net/wiki/spaces/SCKB/pages/49938433)
- [Device Not Appearing in Backup Management Console](https://soteriacloud.atlassian.net/wiki/spaces/SCKB/pages/50855940)
- [Acronis Connection Blocked by Firewalls](https://soteriacloud.atlassian.net/wiki/spaces/SCKB/pages/50593816)
- [Backup Fails with WMI Errors](https://soteriacloud.atlassian.net/wiki/spaces/SCKB/pages/50987009)
- [Not Enough Space on Volume for Snapshot Storage](https://soteriacloud.atlassian.net/wiki/spaces/SCKB/pages/50855957)
- [Soteria Cloud Reporting](https://soteriacloud.atlassian.net/wiki/spaces/SCKB/pages/50135072)
- [PayFast Payment Guidance](https://soteriacloud.atlassian.net/wiki/spaces/SCKB/pages/50429978)
- [Disaster Recovery Readiness](https://soteriacloud.atlassian.net/wiki/spaces/SCKB/pages/50069525)

## Before sharing support information

Do not include passwords, one-time passwords, MFA recovery codes, private keys, API secrets, payment authentication data, or unnecessary personal information.

Support hours, service levels, restore authority, and disaster-recovery escalation depend on the applicable service and agreement. The [Soteria Cloud contact page](https://web.soteriacloud.com/contact) is the source for current public contact and support information.