Issue¶

I am an Acquia Cloud Enterprise customer and Acquia Support verified they are working on my deprovision request, but I am not sure what to expect next or why it is taking so long to complete.

Resolution¶

Please note: If you are ACP customer and would like to delete your application, please refer to the Cancellation instructions here: https://docs.acquia.com/support/billing/#billing-cancel

If you are an ACE customer and would like to delete an additional environment or an application, please first review the deletion instructions here: https://docs.acquia.com/acquia-cloud/subs/#cloud-delete-subs

The process Acquia has in place for application/environment deprovisions starts with deactivating the appropriate web servers so that they no longer take up resources on your application.

We then wait around a week before the final deprovision step. We do this because in the past we have had a number of customers who have changed their minds on their deprovisions. As this is a permanent action that cannot be reversed, the lag time allows for any potential decision reversals.

While your team may be confident in your deletion request, we made this decision to ensure that we are providing the best customer service that we can for all our customers across the platform. We appreciate your patience and understanding.