When an incident occurs with Acquia DAM, our top priority is to resolve it quickly and provide clear, timely updates to our customers. We understand that service disruptions can be frustrating, so we want to make sure you always know where to find the latest information. We use different communication channels depending on the severity of the incident.
Our communication process
To get the most relevant information, please check these channels based on the issue that you are experiencing:
Acquia Status Page: This is our primary channel for real-time alerts about major service outages or disruptions. For any significant issue that affects the core functionality of Acquia DAM, this is the first place to look. We provide updates every 30-60 minutes, including any new information or an estimated time for resolution.
Acquia DAM Community Forum: We use this channel to share details on known bugs that might affect a specific feature or functionality, while the core service remains usable. We will include any available workarounds to help you continue your work and will provide updates here until the bug is resolved. This also allows us to facilitate discussion with admins who may experience the same issue.
Acquia Trust Center: This resource details our security posture and allows you to request access to our security documentation. We want to be transparent about our commitment to protect your data.
How to report an issue and get notified
You can always contact our Support team directly to report an issue. We will open a case for you and make sure you receive a notification as soon as the issue, regardless of its severity, is resolved.
Why there is not a known issues page
Instead of a static "known issues" page, we have chosen a more proactive and dynamic approach to communication. A traditional list of known issues can quickly become outdated and may lead to unnecessary concern.
Our strategy is to provide real-time, relevant information through the right channels at the right time. For major incidents, the Status Page offers immediate, transparent updates. For issues that impact a specific feature, our Support and Community channels provide a direct, personalized way to get help and stay informed. This approach allows us to manage incidents efficiently and communicate in a clear and timely manner. We are committed to keeping you informed and minimizing disruption to your workflow.
Our approach to reporting incidents
How we communicate about Acquia DAM incidents
When an incident occurs with Acquia DAM, our top priority is to resolve it quickly and provide clear, timely updates to our customers. We understand that service disruptions can be frustrating, so we want to make sure you always know where to find the latest information. We use different communication channels depending on the severity of the incident.
Our communication process
To get the most relevant information, please check these channels based on the issue that you are experiencing:
Acquia Status Page: This is our primary channel for real-time alerts about major service outages or disruptions. For any significant issue that affects the core functionality of Acquia DAM, this is the first place to look. We provide updates every 30-60 minutes, including any new information or an estimated time for resolution.
Acquia DAM Community Forum: We use this channel to share details on known bugs that might affect a specific feature or functionality, while the core service remains usable. We will include any available workarounds to help you continue your work and will provide updates here until the bug is resolved. This also allows us to facilitate discussion with admins who may experience the same issue.
Acquia Trust Center: This resource details our security posture and allows you to request access to our security documentation. We want to be transparent about our commitment to protect your data.
How to report an issue and get notified
You can always contact our Support team directly to report an issue. We will open a case for you and make sure you receive a notification as soon as the issue, regardless of its severity, is resolved.
Why there is not a known issues page
Instead of a static "known issues" page, we have chosen a more proactive and dynamic approach to communication. A traditional list of known issues can quickly become outdated and may lead to unnecessary concern.
Our strategy is to provide real-time, relevant information through the right channels at the right time. For major incidents, the Status Page offers immediate, transparent updates. For issues that impact a specific feature, our Support and Community channels provide a direct, personalized way to get help and stay informed. This approach allows us to manage incidents efficiently and communicate in a clear and timely manner. We are committed to keeping you informed and minimizing disruption to your workflow.
Did not find what you were looking for?
If this content did not answer your questions, try searching or contacting our support team for further assistance.
Our approach to reporting incidents | Acquia Product Documentation
Acquia DAM
Our approach to reporting incidents
Did not find what you were looking for?
If this content did not answer your questions, try searching or contacting our support team for further assistance.
Acquia DAM