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 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'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.
Acquia uses OSSEC, an open-source, host-based Intrusion Detection System (IDS). OSSEC performs real-time alerting and active response. Its main use is to detect brute force login attempts and to alert our Operations and Security teams.
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.
Acquia provides tools that you can use to monitor the state of your websites, including the Acquia Cloud Statistics page and the Acquia site health monitoring service. You can opt to receive email notification of critical issues detected by the site health monitoring service.
Acquia’s Support team is available 24/7 to respond to critical, website-impacting issues. Acquia Support is available by the Acquia Support Subscription for both problems and assistance for issues related to Acquia Cloud and Drupal. For more information, see the Support Users Guide.