Service Offerings
Source CMS Product Guide
| Sites |
| Up to 3 |
| Views | 250,000 per month |
| Automated backup retention | 90 days |
| Revision history extension | 90 days |
| DB and file system storage | 25GB DB and 25GB of FS storage |
| AI tokens | 18M tokens* per site per year |
| Uptime | 99.95% |
| Writing Assistant | 15 pages per site |
| Optional Add-Ons |
|---|
| Additional Views per month |
| Additional AI tokens |
| Additional storage (database or filesystem) |
| Additional site pages for Writing Assistant |
Each Cloud Platform subscription includes a traffic capacity entitlement to support traffic up to the number of monthly views specified in the applicable Order Form per SKU, collectively and individually referred to as Traffic Limits. Such traffic, both actual and capacity limits, must be viewable in the Cloud Platform Management Console.
For every Cloud Platform subscription, the Unique Visits capacity limit must equal 30% of the Views capacity limit.
To calculate Views, Acquia includes only successful responses to requests. Redirection, client errors, and server errors are all excluded from Views. In addition, option requests do not count against Traffic Limits.
To calculate Views, Acquia may remove, where applicable and identifiable, at Acquia’s sole discretion, certain common types of bot traffic from the customer’s Views calculation. Additional information on such exclusions can be found at Acquia’s documentation.
To provide flexibility to and remove surprises for our customers, Acquia provides all customers with a 30% capacity buffer. If a customer exceeds the monthly Traffic Entitlement by less than 30%, Acquia does not charge overages to that customer. Acquia encourages customers, upon exceeding their monthly Traffic Entitlement, to engage with Acquia to evaluate this traffic with the goal of reducing any unnecessary or undesirable traffic in an effort to return below their monthly Traffic Entitlement.
At the time of contract renewal, or at the start of any new term within a multi-year contract, any customer who has exceeded their Traffic Entitlement in any 4 or more of the most recent 12 months must upgrade their Traffic Entitlement. This upgrade must increase traffic capacity to an available subscription tier such that it exceeds usage volumes in 10 of the most recent 12 months unless otherwise agreed to by Acquia. For example, if a customer has a 10 million View subscription and uses 12 million Views for 11 months and 20 million Views for 1 month, Customer would need to upgrade their subscription to exceed 12 million Views, acknowledging the 20 million View month was an outlier).
If a customer exceeds the monthly Traffic Entitlement by more than 30%, the customer will have the option to pay applicable additional fees for such usage (“Overage Fees”) in accordance with terms set forth in the Agreement (such Overage Fees will be assessed on traffic over the 30% capacity buffer) or else be required to enter into an appropriate Traffic Entitlement upgrade for the remainder of the subscription term. Unless otherwise specified in an applicable Order Form, any such Overage Fees shall be determined by the applicable fee schedule set forth in Acquia’s then current commercial price book.
Example 1: Customer A has a subscription for up to 5 million Views per month. Over their 12 month subscription period, they have 6 months below 5 million Views and 6 months between 5 million and 6 million Views. Because there are 0 months exceeding the 30% capacity buffer, Customer A does not pay any overages, but must upgrade their subscription upon their contract anniversary date to a higher Views entitlement because they exceeded their subscription entitlement 4 or more times.
Example 2: Customer B has a subscription for up to 5 million Views per month. Over their 12 month subscription period, they have 10 months below 5 million Views and 2 months that reach 12 million Views. Because 12 million Views exceeds the 30% capacity buffer, Overage fees would be assessed, but because only 2 months exceeded the 5 million Views entitlement, Customer B would not need to upgrade their subscription upon their contract anniversary date.
Acquia reserves the right to invoice customers at the end of each month if they are over the 30% capacity buffer and have not responded to communications from Acquia or engaged with their account team directly.
To assist customers with a smooth, surprise-free launch, Acquia offers an initial period of Overage Forgiveness to all new customers. Overage Forgiveness provides Customers a period during which Acquia will not invoice any Overage Fees because monthly Views exceed the customer Traffic Entitlement. Unless otherwise specified in an applicable Order Form, the Overage Forgiveness Period is defined as three (3) months from the beginning of production traffic in the initial term of a Cloud Platform Subscription Term (“Overage Forgiveness Period”).
Acquia reserves the right to enforce (i) per-View resource limits on Customer applications, which may include maximum memory, CPU, data transfer/bandwidth, and/or IOPS and (ii) maximum use limits on Customer application background processes, which may include frequency of scheduled processes and resources per scheduled process, all as set forth in the product Documentation (each a “Resource Limit”).
Resource Limits apply to all subscriptions, applications, and environments running on Cloud Next technologies. Stated limits may be higher for customers with increased entitlements otherwise formalized in Customer’s contract or Acquia’s Support Users Guide.
For Resource Limits not readily visible to Customer in the Cloud Platform user interface, Customer will not be held responsible for Resource Limits violations occurring before formal notification is sent to Customer by Acquia. Notifications will be sent when Acquia, during routine audits of Cloud Next platform utilization, becomes aware of excessive usage beyond Resource Limits. Upon receipt of notice, Customer will be provided with a 60 day window to reduce usage or else purchase a Performance Boost to increase Resource Limits.
In the event Acquia becomes aware that Customer’s application is exceeding its allocated Resource Limits as described in Section 2.3 above, Acquia notifies the customer and takes reasonable actions to increase such Resource Limits in an effort to maintain website availability. Customer agrees that Acquia, in its reasonable discretion, may unilaterally increase Resource Limits to the next standard size available, dynamically allocate additional temporary capacity, or else allocate a Performance Boost add-on, at Acquia’s then current rates. Additional Cloud Capacity allocated beyond Resource Limits guidelines may be removed or limited at any point in time. Customer agrees to pay for any such additional capacity for the remainder of the Term. Acquia reserves the right to not provision additional resources if Customer has any outstanding amounts due. Acquia reserves the right to remove Customer from monitoring in the event that a recommended or completed Resource Limit increase is refused or otherwise disputed by Customer. Downtime incurred while Customer instances are out of monitoring will be excluded from service level policy calculations.
Each Cloud Platform subscription includes specified limits on Filesystem Storage and Database Storage resulting in an established “Storage Capacity Limit.” Customer may allocate this storage capacity to any application covered by the subscription. Database and file backups, excluding Disaster Recovery snapshots, will count toward Storage Capacity Limits.
In the event Acquia becomes aware that Customer has reached, or may reach, its Storage Capacity Limit, Acquia will notify Customer and will take reasonable actions to increase the storage capacity in an effort to maintain website availability. Customer agrees that Acquia, in its reasonable discretion, can unilaterally increase storage to the next standard storage size available at Acquia’s then current daily rates. Such additional storage capacity will remain provisioned for the remainder of the applicable Subscription Term and Customer agrees to pay for such additional storage capacity for the remainder of such Subscription Term. Acquia reserves the right to not provision additional storage capacity if Customer has any outstanding accounts receivable due under its account.
Source CMS integrates seamlessly with Acquia's Digital Experience Platform and supports various third-party integrations to extend its capabilities.
Backup and Restore: Automated daily backups and restore functionality.
Source CMS can be used as a headless CMS to deliver content to:
Source CMS includes native integrations with the following Acquia products and services:
Source CMS provides several mechanisms for extending its functionality:
Source CMS customers can utilize AI-powered content and component generation as a core feature to accelerate their build processes.
Acquia reserves the right to update or change the LLM being used at any point providing there is continuity of service.
Source CMS supports phishing-resistant multi-factor authentication (MFA) for Acquia ID logins. This feature supports FIDO2 (WebAuthn) authenticators, such as security keys (like YubiKey) and biometric methods (like fingerprint or facial recognition).
Product privacy notice for Acquia ID.
Acquia provides Launchpad as a unified user interface for authorized users to authenticate, view, and access Acquia’s core products, add-ons, and support resources. Launchpad is powered by Acquia ID, enabling a single-sign-on (SSO) experience across the Acquia ecosystem.
Launchpad provides authenticated access to Customer’s provisioned core products based on their specific entitlements and subscriptions. These products may include, but are not limited to, Cloud Platform, Source CMS, and Acquia Web Governance.
Authorized users can access add-ons through the Launchpad interface, provided the Customer’s subscription includes the necessary entitlements. Supported add-ons include Cloud IDE, Code Studio, Acquia Edge, Acquia Search powered by Searchstax, and Pipelines. Launchpad also facilitates access to Acquia’s learning resources like Acquia Academy, Acquia TV, and documentation.
Launchpad integrates access to Acquia Support resources, allowing users to view support articles, manage support cases, and check the status of Acquia products. It may also include access to Acquia Copilot, an AI-powered assistant designed to provide information based on Acquia’s product documentation.
Through Launchpad, users can manage individual account settings such as credentials and profile information, and utilize the App Picker for faster navigation between different Acquia product interfaces.
AI entitlements are made up of both input and output tokens. Acquia reserves the right to increase or decrease the tokens available. Any changes will be communicated before being made. AI tokens are shared across all Sites within a subscription. You can purchase an entitlement for additional tokens through your Account Manager.
Acquia takes measures to protect against abuse including but not limited to limiting usage based on AI tokens and other real time failure tracking. Acquia reserves the right to add additional protections against abuse.
The Customer represents that it will not place excessive burdens on the Source CMS platform’s CPUs, servers, or other resources, including customer support services. Acquia reserves the right to enforce (i) per-View resource limits on Customer sites, which may include maximum memory (including any configurable memory allocations), CPU, data transfer/bandwidth, and/or IOPS and (ii) maximum use limits on Customer application background processes, which may include frequency of scheduled processes and resources per scheduled process.
Source CMS provides AI-powered content generation as a tool to assist in speeding up build processes. While Acquia will make every effort to ensure that the output from the AI tools is accurate, it is the sole responsibility of the contracted party to check for legal compliance and suitability of the content before it is published on the platform.
As a Software-as-a-Service (SaaS) offering, Source CMS has certain limitations and usage implications of which customers should be aware.
Regional Availability
Acquia will use commercially reasonable efforts to make Source CMS available for 99.95% during any calendar month during the applicable Subscription Term (the “Service Level Commitment”, as applicable).
Availability will be calculated per calendar month, as follows*:
where:
total means the total number of minutes for the calendar month.
non-excluded means the downtime/unavailability that is not excluded.
excluded means the Service Commitment exclusions defined below.
* The formula changes as applicable to the uptime SLA purchased by the customer.
Unavailability means that Source CMS is unresponsive or responds with an error.
If and to the extent Acquia fails to meet the applicable Service Level Commitment or a calendar month, for each one-half hour of unavailability Customer will receive a one-day extension of their Subscription (each a “Service Extension”); provided (i) Customer informs Acquia within fifteen days of the purported outage providing a full description of the service interruption, including logs if applicable, and (ii) requests a Service Extension in writing (email acceptable). When Customer entitlement to a Service Extension is confirmed by Acquia in writing (through email or support ticket), Acquia will apply such Service Extension to the end of the then-current applicable Subscription Term. If Customer has accumulated Service Extensions during two consecutive months or three months in any six-month period, Customer may terminate the applicable Order upon seven days advance written notice to Acquia. In the event of an unavailability of Source CMS that is directly attributable to flaws in Customer’s environment (including customer's code) where, despite reasonable notification from Acquia that such flaws are adversely impacting availability and Customer fails to correct such flaws, then Acquia may terminate the applicable Order upon 30-days written notice to Customer. The Service Extension and termination rights constitute Customer’s exclusive remedy and Acquia’s sole liability and obligation for any failure to maintain the Service Level Commitment.
The Service Commitment does not apply to any unavailability, outage, suspension, or termination of:
In addition, unavailability of some specific features or functions within the website while other features remain available will not constitute Unavailability of the website, so long as the unavailable features or functions are not, in the aggregate, material to the website.
In the event of any outages described above, Acquia will use commercially reasonable efforts to minimize any disruption, inaccessibility and/or inoperability of the website in connection with outages, whether scheduled or not. Such efforts will include instances in another Availability Zone if available.
Acquia is committed to delivering industry-leading, reliable hosting services. Acquia’s policy regarding changes and updates to infrastructure in use by subscribers is to make the changes with as little subscriber impact as possible. Delivering these services requires, on occasion, system maintenance.
Source CMS is built on Acquia Cloud Platform. The Cloud Platform Enterprise 99.95% SLA applies to unscheduled downtime and does not include scheduled maintenance downtime.
Acquia Cloud Platform Enterprise high availability cloud architecture ensures the vast majority of system maintenance takes place without impact to services.
Acquia notifies subscribers at least 48 hours in advance of a scheduled system maintenance that carries a risk of website downtime. This maintenance is scheduled from 11:00 PM (23:00) to 7:00 AM (07:00) local time for the application’s service region.
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.
Acquia Support will implement customer-requested changes that carry a risk of outage at a time mutually agreeable to the customer and Acquia.
Acquia ensures application availability and provides unlimited support for infrastructure issues that impact application availability or functionality as outlined in the documentation. Acquia will also address how-to and best-practice questions to assist customers in obtaining the most value from the product.
Acquia offers guidance for custom code in the user documentation. Acquia will not troubleshoot custom code unless the customer is seeing unexpected behavior. When customers are seeing unexpected behavior, Acquia will make reasonable efforts to troubleshoot in collaboration with the customer. Additionally, Acquia provides guidance for creating and publishing content in the user documentation. Acquia will not troubleshoot creating and publishing content, unless the customer is seeing unexpected behavior. When customers are seeing unexpected behavior related to creating and publishing content, Acquia will make reasonable efforts to troubleshoot in collaboration with the customer.
Source CMS leverages Acquia Cloud. The Cloud Platform will make hourly internal disaster recovery snapshots of Customer Data. Acquia will retain these snapshots on a diminishing schedule for three months. These backups will be used to restore Customer website(s) at another location within the same Region in the event of a total data center loss or a loss of multiple disk systems. Acquia will not provide Customer access to these snapshots.
Upon request made by Customer within 7 days of termination or expiration of the Subscription Services, Acquia will make Customer Data and Customer Sites available to Customer for export or download. At the end of such a 7-day period, Acquia will delete or otherwise render inaccessible any Customer Data and Customer Sites, unless legally prohibited. Acquia has no obligation to retain the Customer Data for Customer purposes after this 7-day post termination period. Acquia withholds the right to modify the exported site to protect intellectual property.
Source CMS may include experimental features and capabilities that are made available to you for the purposes of evaluation and feedback. These are clearly labelled as “beta”, “Acquia Labs”, “non-GA”, “pilot”, or “developer preview " in the interface. THESE SERVICES ARE NOT CONSIDERED "SERVICES" HEREUNDER AND ARE PROVIDED "AS IS" WITH NO EXPRESS OR IMPLIED WARRANTY AND ACQUIA SHALL HAVE NO INDEMNIFICATION OBLIGATIONS NOR LIABILITY OF ANY TYPE WITH RESPECT TO THE TRIAL SERVICES.
Security and compliance for Source CMS is a shared responsibility between Acquia, our infrastructure providers (such as AWS), and our customers. Source CMS provides a secure, scalable platform where customers can operate their unique sites through data model architectural patterns. Additional information regarding the Shared Responsibility Model may be found in Acquia’s Security Annex. To the extent of a discrepancy between this Product and Services Guide and the Security Annex as to the Shared Responsibility Model, this Product and Services Guide shall control.
Acquia is responsible for:
Customers are responsible for:
Infrastructure providers supply the physical hardware, network, and foundational cloud services. They are responsible for:
| Date | Update |
|---|---|
| July 14, 2026 | Added section on Views and limitations. |
| May 20, 2026 | Added reference to SearchStax as an optional add-on. |
| May 4, 2026 | Removed section regard something ing the option to export Source CMS sites. |
| February 12, 2026 | Added support for AUS region to section 6. |
| January 6, 2026 | Added sections for Launchpad. |
| December 12, 2025 | Added entitlement details for Writing Assistant in section 1. Added Content Optimization to feature set in section 2. |
| December 2, 2025 | Updated section 2.1 to include integration with Acquia Search powered by SearchStax. |
| November 6, 2025 | Added section on secure login with Acquia ID. Improved numbering for clarity. |
| October 30, 2025 | Updated details about automatic backups and restore functionality in section 2. |
| September 11, 2025 | Adjusted details related to views, automated backups and retention, storage capacity, removed bandwidth constraint, search, and AI tokens. Clarified optional add-ons, protections against abuse, and regional availability. Changed the name of the "Experience Builder" feature to "Drupal Canvas". |
| August 5, 2025 | Adjusted details related to database backups. |
| July 31, 2025 | Document published. |
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Service Offerings