How to contact Acronis Support with follow-up material

[Jim-M]

What is the process to contact Acronis Support for follow-up with an ongoing ATI Workstation product problem?

I've opened an formal support request and have received an email response with and Acronis #697XXX.
That message also included a request for some additional logs, but doesn't provide any clue as to how or where they are to be forwarded. It only asks that they be compressed before sending.

They also make a point in requesting that multiple tickets not be opened for the same problem, but provide no clear method to send additional data for a current problem being worked.

What have others done?

[Acronis Support]

Hello Jim,

Thank you for choosing Acronis Workstation Disk Backup Software.

Please accept our apologies for the delay with the response.

You should simply reply to the letter that you received from Acronis Support, i.e. click on the Reply button in your e-mail client, so that your e-mail will contain the corresponding request number in it's subject (it will be something like "RE: [Acronis #725486] Cloning problem"). Please answer the questions (if any) and attach the requested files (e.g. log, system information, etc.) to your e-mail. We will investigate the issue and try to provide you with a solution as soon as possible.

Thank you.
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Alexey Popov