Tasks in the scope of Remote Administration services¶

Subscribers may request Acquia perform website modification tasks, including making minor and occasional functionality adjustments typically needed for an operating website. The following Drupal administration tasks typically fall in the scope of Standard Acquia RA services:

• Automated security updates for unmodified Drupal core as released by the Drupal Security team.
• Automated security updates to contributed modules as released on Drupal.org. All security updates are limited to those in the same major version release (for example: 7.x-3.1 to 7.x-3.3).
• Automated updates to Acquia-developed modules.
• Automated generation of a composer.json file for websites running the current Drupal version on request.

Legacy Premium RA¶

Legacy Premium RA includes the following items:

• Manual security updates where an automated security update fails or is not possible.
• Contributed module bug-fix updates (on request), limited to the same major version release (for example: 7.x-3.1 to 7.x-3.3, but not 7.x-2.6 to 7.x-3.3).
• Contributed module recommendation, installation, and configuration.
• Creating and modifying views and content types (tasks must be completable in less than one hour).
• Tuning website performance using the user interface (tasks must be completable in less than one hour).
• Troubleshooting and manual configuration of a composer.json file only when required to successfully add security updates by automation.

Website modification tasks outside this scope of services can be handled by the subscriber, through Acquia’s Professional Services (for an added cost), or through an Acquia Partner. For any clarification on the scope of services, contact Acquia Support for more help.

Scope and time Legacy Premium¶

Acquia’s Legacy Premium RA agreement provides for 10 hours of remote administration activity per month, including any time required to deploy security updates. Website modification tasks are limited to those completable in the allotted RA service hours. Hours exceeding the maximum RA services hours may be subject to excess usage fees.

RA subscriber requests can vary considerably. The difference between administrative or maintenance tasks and larger tasks, such as new development or project work, is not always clear. Acquia uses the following guidelines to decide whether any single task is in the scope of services, from a time required perspective:

Limited support areas Legacy Premium¶

RA offers limited support to both development (dev) and modified contributed (contrib) modules.

• Dev modules

  If a problem can be traced back to a development module fixed by a later version, the RA team may choose to support only the later version. The RA team may also offer to update to the later version.

  Acquia always recommends, whenever possible, subscribers use stable releases over development versions of contributed modules, unless there is a special feature in a development version not included in later stable releases.

  The subscriber’s development team is responsible for troubleshooting and customizing development versions of modules, or Acquia Professional Services can handle these tasks.

• Modified contrib modules

  Note

  The following applies to known Drupal.org issues only.

  If a module is patched to address a known issue resolved in a later version of the module, the Remote Administration Team can update the module to the later version.

  Contributed modules with code not matching the official release of the identical version are considered custom code. Acquia’s RA services do not cover customizing these types of modules. For more information, see Out-of-scope areas.

Out-of-scope areas¶

Acquia RA does not support websites, subscriptions, or applications which do not meet our Requirements.

Certain website maintenance activities required to properly maintain a fully functioning website fall outside the scope of RA Services and must be handled by the subscriber. The subscriber is responsible for coordinating their own internal resources, or engaging Acquia Professional Services for an added cost or a third-party vendor to perform these tasks under a separate arrangement. These tasks include, but are not limited to:

Large or problematic website updates¶

The RA update process may not complete as expected due to the size of your Git repository, databases, number of multisites or PHP memory requirements. In each case, the Remote Administration Team will respond in one of the following ways:

• Large number of multisites
  • RA will request a list of websites to update against.
• Memory limit errors
  • For Composer websites, the Remote Administration Team will review your composer.json and composer.lock files. RA will recommend reducing the scope of your project versions.
  • For drush-updated websites, RA will request a list of websites to update against.
• Large Git repositories
  • The Remote Administration Team will send documentation on reducing your repository size.
  • For Legacy Premium RA subscribers, the Remote Administration Team will assist with reducing repository size with the understanding that the repository history may not be saved.
• Large databases
  • The Remote Administration Team will request a multisite with a smaller database to update against.
  • If possible, the RA Team will copy the database from another environment to update against, and will request you set your preferences to not copy the database during this process. Alternately, your team can manually copy the database to the non-production environments.
  • The Remote Administration Team can clear or truncate cache tables on the production environment.