The few times I've paid for support from Acronis it has been totally and utterly a waste of time. Their non stop backup product isn't bad when it works but when it doesn't their support is pretty pointless and hopeless. Their advice usually consists of them telling you to reinstall the product and start from scratch (this losing all your backups) or install an upcoming new version.
Perhaps they should sort out their support before they look in new directions. I won't be buying any more Acronis products!