This topic describes Acquia's policies and procedures for change management and system maintenance on Acquia Cloud.
Hardware and maintenance
Acquia hosts Acquia Cloud customers using Amazon Web Services (AWS) data centers; Amazon has overall responsibility for the hardware that serves the website. Amazon maintains service agreements with the hardware and software manufacturers in use in its data centers, which is necessary to achieve ISO 27002 and SAS70/SSAE16 audit certifications.
Acquia uses custom APIs and central management tools to provision new hosting clusters, attach storage volumes, and install software and dependencies in order to provide uniformity in each customer's environment. Acquia also uses these central management tools to manage OS and platform configurations and to apply security patches across all systems.
System maintenance and downtime
Acquia is committed to delivering industry-leading, reliable hosting services. Acquia’s policy regarding changes and updates to infrastructure in use by customers is to make these changes with as little customer impact as possible. Delivering these services requires, on occasion, system maintenance.
Acquia Cloud Enterprise's 99.95% SLA applies to unscheduled downtime and does not include scheduled maintenance downtime.
The Acquia Cloud Enterprise high availability cloud architecture ensures that the vast majority of system maintenance takes place without impact to services.
Acquia notifies customers by email at least 48 hours in advance of a scheduled system maintenance that carries a risk of customer website downtime. This maintenance is scheduled outside of US business hours — from 11PM to 7AM Eastern (North America) Time (find UTC equivalent).
From time to time, a website or infrastructure emergency may require immediate maintenance. Acquia reserves the right to perform emergency maintenance to correct website problems, address critical security issues, and respond to critical alerts. Reasonable efforts will be made to avoid website downtime.
Customer requested maintenance
Acquia Support will implement customer-requested changes that carry a risk of outage at a time mutually agreeable to the customer and Acquia.