To ensure high availability for hosted applications, Cloud Platform Enterprise includes internal, security, and infrastructure monitoring services and support 24 hours a day, seven days a week (24/7).
The current status of Cloud Platform services is always available at status.acquia.com.
Internal monitoring
Acquia’s infrastructure monitoring services give instant access to vital, real-time, and historical metrics of the infrastructure provisioned in AWS, which includes the applications Acquia manages for its subscribers. Acquia monitors multiple metrics, which are linked to alerts by email, SMS, and pager.
Acquia monitors dozens of system parameters and periodically tunes various thresholds across different system types to optimize platform monitoring. Acquia doesn’t publish alert thresholds due to the quantity and changing nature of these operational parameters. Systems are configured to provide the best managed service possible and to meet or exceed platform uptime commitments.
Acquia’s monitoring systems use alerting and escalation to ensure our teams are notified when alerts are generated. Acquia team members work on three continents and respond to alerts 24/7.
Acquia uses New Relic Application Performance Monitoring (APM), a web application performance management tool, which enables live monitoring of Drupal and other PHP applications, tuning for optimal application performance, and help with troubleshooting issues.
Acquia doesn’t independently monitor the health and performance of the applications you host on Cloud Platform. If your application’s health or performance are impacted by infrastructure-related issues detected by our monitoring systems, then the preceding notification and mitigation practices will apply. If the application is down or impaired as a result of application-layer issues which don’t impact the stability of the application’s infrastructure, then Acquia will provide assistance only if you contact Acquia Support by phone or Support ticket.
Acquia provides New Relic Application Performance Monitoring (APM) Pro for all non-trial Cloud Platform subscriptions. You can use this feature to monitor application performance and availability. You can configure uptime monitoring within New Relic to notify your team members when issues are detected. New Relic APM monitoring does not proactively contact Acquia Support. If you detect any issues with uptime monitoring requiring Acquia’s help to resolve, and your subscription includes Acquia Support tickets, create a Support ticket and Acquia will assist you with your investigation.
Security monitoring
Aquia leverages the defense-in-depth approach for security monitoring.
This includes:
- Internet threat intelligence and OSINT monitoring
- External bug reporting
- Automated and manual log reviews from internal and external feeds
- Acquia-managed tools located on the network and host layers
Infrastructure monitoring
Amazon monitors critical infrastructure availability and health including power and environmental conditions, network and Internet peering. The Acquia Support team monitors any infrastructure issues impacting our subscribers.
Self-service monitoring
Acquia provides New Relic Application Performance Monitoring (APM) Pro for all non-trial Cloud Platform subscriptions. For more information, see claiming your New Relic APM Pro account.
Leveraging 24/7 Support
Acquia Support is available 24/7 to respond to critical, application-impacting issues. For more information, see the Support Users Guide.