Cloud Platform
Understanding the scope
This page describes the scope of Remote Administration (RA).
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:
RA has limitations regarding support for Site Factory subscribers. Site Factory supports only standard RA services.
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:
| Estimated time to complete the task | How Acquia will respond |
|---|---|
| An hour or less | Acquia will complete the task as requested. |
| Between one and four hours | Acquia will estimate the time required to complete the task, and request subscriber approval to use the estimated RA hours to complete the task. |
| Greater than four hours | Tasks estimated at greater than four hours are typically out of scope. Acquia will recommend breaking the task into several tasks to be handled over time, or Acquia will decide that the task is out of scope and recommend the subscriber use internal or third-party resources to complete the task. |
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, Acquia Support may choose to support only the later version. Acquia Support 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
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
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:
The RA automated update process will update Drupal Core to the next minor version only if there is a security update available.
If the RA automated update process fails to provide you with an update and your Drupal Core version is older than one version behind the latest one, RA cannot provide you with a manual update branch and may recommend a Professional Services engagement.
General policies about modifications:
Contributed modules whose code does not match the official release of the identical version are considered custom code. Acquia Support only applies updates to such modules at its discretion. Updating customized code may require a significant development effort to be handled by your internal development resources, through a separately contracted Acquia Partner, or through an Acquia Professional Services engagement. If you would like to update a modified module, a Support Engineer will recommend a discussion with the Account Management team, who can discuss a Partner developer or Professional Services agreement.
Custom modules are solely the responsibility of the subscriber. Acquia RA can help troubleshoot issues that may arise from custom modules, and conflicts between custom modules and core or contributed module updates. However, in these instances, Acquia RA does not modify or fix custom code. If requested, a Support Engineer will recommend a discussion with the Account Management team, who can discuss a Partner developer or Professional Services agreement.
.htaccess changes as part of a Drupal Core update..htaccess.Some module updates require that corresponding entity updates be made. You’ll need developer assistance for Entity updates that cannot be applied by any of the following methods:
Acquia will not configure, diagnose, administer, or repair:
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:
composer.json and composer.lock files. The Team will then recommend reducing the scope of your project versions.If this content did not answer your questions, try searching or contacting our support team for further assistance.
RA has limitations regarding support for Site Factory subscribers. Site Factory supports only standard RA services.
Cloud PlatformAcquia’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:
| Estimated time to complete the task | How Acquia will respond |
|---|---|
| An hour or less | Acquia will complete the task as requested. |
| Between one and four hours | Acquia will estimate the time required to complete the task, and request subscriber approval to use the estimated RA hours to complete the task. |
| Greater than four hours | Tasks estimated at greater than four hours are typically out of scope. Acquia will recommend breaking the task into several tasks to be handled over time, or Acquia will decide that the task is out of scope and recommend the subscriber use internal or third-party resources to complete the task. |
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, Acquia Support may choose to support only the later version. Acquia Support 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
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.
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:
The RA automated update process will update Drupal Core to the next minor version only if there is a security update available.
If the RA automated update process fails to provide you with an update and your Drupal Core version is older than one version behind the latest one, RA cannot provide you with a manual update branch and may recommend a Professional Services engagement.
General policies about modifications:
Contributed modules whose code does not match the official release of the identical version are considered custom code. Acquia Support only applies updates to such modules at its discretion. Updating customized code may require a significant development effort to be handled by your internal development resources, through a separately contracted Acquia Partner, or through an Acquia Professional Services engagement. If you would like to update a modified module, a Support Engineer will recommend a discussion with the Account Management team, who can discuss a Partner developer or Professional Services agreement.
Custom modules are solely the responsibility of the subscriber. Acquia RA can help troubleshoot issues that may arise from custom modules, and conflicts between custom modules and core or contributed module updates. However, in these instances, Acquia RA does not modify or fix custom code. If requested, a Support Engineer will recommend a discussion with the Account Management team, who can discuss a Partner developer or Professional Services agreement.
.htaccess changes as part of a Drupal Core update..htaccess.Some module updates require that corresponding entity updates be made. You’ll need developer assistance for Entity updates that cannot be applied by any of the following methods:
Acquia will not configure, diagnose, administer, or repair:
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:
composer.json and composer.lock files. The Team will then recommend reducing the scope of your project versions.If this content did not answer your questions, try searching or contacting our support team for further assistance.