Monitoring and support

To ensure high availability for hosted websites, Acquia Cloud Enterprise includes internal, security, and infrastructure monitoring services and support 24 hours a day, seven days a week (24/7).

Acquia Cloud's current status is always available at status.acquia.com and is also updated on twitter.com/acquia_support.

Internal monitoring

Acquia uses the Nagios monitoring platform to provide instant access to vital, real-time, and historical metrics of the servers it provisions in the AWS infrastructure, which includes the websites that Acquia manages for its customers. Acquia monitors over 40 metrics, which are linked to alerts by email, SMS, and pager. Metrics include, but are not limited to, the following:

  • Disk usage
  • CPU usage
  • Memory usage and swap activity
  • Running processes
  • Database size and available storage space

Acquia monitors dozens of system parameters and periodically tunes various thresholds across different system types to optimize platform monitoring. Acquia does not publish alert thresholds due to the quantity and changing nature of these operational parameters. Systems are managed 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 that our Operations team is notified when alerts are generated. Acquia Operations team members work on three continents and respond to alerts 24/7.

Acquia does not independently monitor the health and performance of the applications you host on Acquia Cloud. If your website's application health or performance are impacted by server-related issues detected by our monitoring systems, then the previously mentioned notification and mitigation practices will apply. If, however, the website is down or impaired as a result of application-layer issues which do not impact the stability of the website’s servers, then Acquia will be able to provide assistance only if the Acquia Support team is contacted by phone or Support ticket.

Acquia Cloud provides a self-service feature called site health monitoring. You can use this feature to monitor application performance and availability, and it can be configured to notify members of your team in the event that issues are detected. Site health monitoring does not automatically contact Acquia Support, and many issues detected by this feature either quickly resolve themselves or can be resolved without the assistance of Acquia Support. If you detect any issues with this feature that require Acquia’s assistance to resolve, and your subscription includes Acquia Support tickets, create a Support ticket and we will be happy to assist you with your investigation.

Security monitoring

Acquia uses OSSEC, an open-source, host-based Intrusion Detection System (IDS), which performs log analysis, integrity checking, and time-based alerting.

Infrastructure monitoring

Amazon monitors critical infrastructure availability and health including power and environmental conditions, network and Internet peering, and hardware. The Acquia Support team is kept abreast of any infrastructure issues that can impact our customers.

Self-service monitoring

Acquia provides tools that you can use to monitor the state of your websites, including the Acquia site health monitoring service. You can opt to receive email notifications of critical issues detected by the site health monitoring service.

24/7 Support

Acquia’s Support team is available 24/7 to respond to critical, website-impacting issues. For more information, see the Support Users Guide.

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