Acquia Support is available 24x7 to assist with any critical issues that you discover on your environments after an upgrade. For any assistance, create a Support ticket. After you provide steps to reproduce the issue, Acquia Support attempts to identify the source of the anomalous behavior.

Typically, Acquia attempts to resolve the issue without the need for a reversion to your Cloud Classic infrastructure. However, certain issues might require you to make changes to your application’s code or configuration. In such cases, Acquia cannot make the changes on your behalf. However, Acquia Support can share recommendations on possible remediation approaches.

For critical issues, Acquia coordinates with your teams to determine if the fastest and safest path to resolution is a reversion to your Cloud Classic infrastructure. If Acquia cannot contact your team in a timely manner, Acquia might revert your application to restore normal operations on the impacted environments immediately.