Acquia Cloud Plus Product Guide

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Last updated: January 9, 2019

Acquia Cloud is a managed Platform as a Service for Customers’ Drupal application(s). Acquia Cloud is offered in three tiers depending on desired features and functionality, Plus, Premium, and Elite. Acquia Cloud Premium and Acquia Cloud Elite contain all the features of Acquia Cloud Plus as well as the following additional features:

Product Additional Features
Acquia Cloud Premium Premium level Support*, Enterprise Security Package, Team TAM
Acquia Cloud Elite Elite level Support*, Enterprise Security Package, Team TAM

* Acquia Cloud Plus, Acquia Cloud Premium and Acquia Cloud Elite are subject to the Service Level Policy, and includes the product features set forth below.

  1. Platform Services

    • 1.1 Acquia Cloud Management Console and API

      Acquia will provide access to the Acquia Cloud management console and API for authorized users, enabling Customer to view and manage Drupal applications on Acquia Cloud. Customer will be responsible for granting and revoking user access to the management console and API.

    • 1.2 Platform Monitoring Services

      Acquia will monitor Platform availability for Customer production environments with standard monitoring checks performed on a regular interval. Such monitoring may exclude degradation resulting from Customer’s application. Acquia reserves the right to remove a Customer application from such monitoring in the event of a recurring problem(s) where Customer rejects the Acquia Support recommendation for remediation. Downtime incurred while Customer application(s) are out of monitoring will be excluded from service level policy Availability calculation.

    • 1.3 Drupal Application Management Services

      Acquia will provide the following services for the Customer’s Drupal application(s) on the Platform:

      • 1.3.1 Source code repository service
        Enables Customer’s developers to track and manage multiple versions of the application
      • 1.3.2 Build and deployment services
        Enables Customer’s developers to build Drupal applications and copy code, data and files between environments
      • 1.3.3 Development environments
        Drupal environments for development activities by Customer’s Acquia Cloud users
      • 1.3.4 Staging environments
        Drupal environments for content staging activities by Customer’s Acquia Cloud users
      • 1.3.5 Production environments
        Drupal environments for production deployment of Customer’s Drupal applications for use by Customer’s end users
    • 1.4 Node.js Services

      Acquia Cloud provides application platform services for Node.js applications. Deploying Node.js applications on Acquia Cloud requires that the Customer purchase a Node.js platform package along with their Acquia Cloud Enterprise subscription.

      • 1.4.1 The Node.js Service has four main components:
        1. Source code repository service – Enables developers to track and manage multiple versions of the application
        2. Automated build and deployment service – Deploys build artifacts to the development and production environments
        3. Node.js development environment – For development activities by Customer’s Acquia Cloud users
        4. Node.js production environment – For production deployment
      • 1.4.2 The Node.js Service includes support for the services listed above
        and the underlying platform infrastructure. Support for Customer’s Node.js application code and any third-party dependencies deployed by the Customer is not included.
    • 1.5 Drupal Application Support Services

      Acquia will provide technical support as described in the Support Users Guide for Customer’s Drupal applications on the Platform during the Subscription Term as indicated in the Order.

    • 1.6 Data Centers

      The Acquia Cloud is physically remote from Acquia’s office facilities. A disaster affecting one or more of Acquia’s offices would not impact the availability of Customer website(s) or Customer Data. The Acquia Cloud environment consists of major Regions and Availability Zones. Availability Zones are separate yet interconnected data centers within major Regions in Acquia’s global infrastructure. Acquia Cloud uses a highly available redundant architecture that distributes replicated redundant server types (load balancing, caching, web and database servers) across multiple Availability Zones within the same Region. Acquia will use commercially reasonable efforts to restore the services in an alternate Availability Zone within the same Region (or alternate Region if Multi-Region Failover service has been purchased) in the event service in Customer’s assigned Availability Zone (or Region) is severely impacted.

    • 1.7 Backups

      Acquia will maintain a comprehensive backup solution which includes website code, static assets/files, and databases. Acquia will automatically create Customer database backups one time per day and retain these backups for three days. Acquia will also provide Customer the ability to create on-demand database backups. During the Subscription Term, Acquia will retain these on-demand backups for Customer until Customer chooses to delete them. Backups will count against the storage space purchased in Customer’s Order. Customer may download these database backups as well as restore a previous backup on the backups tab of the Acquia Cloud interface.

      A version history of all changes to Customer’s Drupal code will be maintained in the source code repository service as described above.

      Acquia conducts daily backups of each website file, which will be used in the event Acquia must restore the website due to a failure of the Service. Backups are retained daily over the previous week, weekly over the previous month, and monthly thereafter.

    • 1.8 Disaster Recovery

      The Acquia Cloud 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 and will not use these snapshots to restore websites due to data-loss or deletion by Customer.

  2. Capacity Management

    • 2.1 Traffic Capacity

      Each Acquia Cloud subscription includes a traffic capacity entitlement to support traffic up to the number of monthly views and unique visits (each as defined below) specified in the applicable Order Form (per SKU) (collectively and individually “Traffic Limits”). Such traffic, both actual and capacity limits, shall be viewable in the Acquia Cloud Management Console.

      • View means a request that is made to the Customer’s application on the Acquia Platform, excluding static files (CSS, image, etc.)
      • Unique Visit means one or more requests to the Customer’s application from the same client device within the same hour. Acquia will use industry-standard methods that may include headers or browser cookies to identify client applications.

      Acquia may remove, where applicable and identifiable, at Acquia’s sole discretion, certain common types of bot traffic from the customer’s Views and Unique Visits calculation. Customer will be responsible for any Views and Unique Visits consumed by a Denial of Service attack.

    • 2.2 Traffic Overages

      If Customer’s actual usage exceeds the capacity entitlement purchased in the applicable Order Form, Acquia shall be entitled to invoice Customer, and Customer agrees to pay the applicable additional fees for such usage (“Overage Fees”) in accordance with the terms set forth in the Agreement. 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.

      • 2.2.1 Overage Forgiveness
        Overage Forgiveness provides an overage forgiveness period during which Customer will not be invoiced for any Overage Fees resulting from monthly Views or Unique Visits exceeding Customer’s entitlement. Unless otherwise specified in an applicable Order Form, the Overage Forgiveness Period is defined as three (3) months from the beginning of the initial term of an Acquia Cloud Subscription Term (“Overage Forgiveness Period”).
    • 2.3 Resource Limits

      Acquia reserves the right to enforce (i) per-View resource limits on Customer applications, which may include maximum memory (including any configurable memory allocations), CPU 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”).

    • 2.4 Emergency Resource Limit Increase

      In the event Acquia becomes aware that Customer’s application is exceeding its allocated Resource Limits as described in Section 2.3 above, Acquia will notify Customer and will take 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 or else allocate a Performance Boost add-on, at Acquia’s then current rates. Unless otherwise agreed, such additional Resource Limits will remain provisioned for the remainder of the Subscription Term. Customer agrees to pay for such additional resource limits 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.

    • 2.5 Storage Capacity Limits

      Each Acquia Cloud 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 on disk will count toward Storage Capacity Limits.

    • 2.6 Emergency Storage Capacity Increase

      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.

  3. Enterprise Security Package

    The Enterprise Security Package includes the following features:

    • 3.1 Log Forwarding
      Log Forwarding entitles Customer to securely forward logs from Acquia Cloud to up to two remote destinations. Supported log file types and remote destinations are listed in the product documentation. Acquia reserves the right to remove access to Log Forwarding, in its sole and reasonable discretion, if Customer’s application generates excessive volumes of logs and Customer refuses to reduce logging. Customer is responsible for uptime and network connectivity of the remote destination.
    • 3.2 IP Address Whitelisting
      IP Address Whitelisting entitles the customer to specify the IP addresses from which Customer’s application on Acquia Cloud will accept inbound HTTPS traffic.
  4. Acquia Cloud Performance Boost Add-on

The Acquia Cloud Performance Boost add-on doubles the resource limits (described in Section 2.3) for the duration of the Subscription Term. The Performance Boost add-on does not impact storage capacity limits.

Contact supportStill need assistance? Contact Acquia Support

Acquia: Think Ahead

53 State Street, 10th Floor
Boston, MA 02109
United States
Phone: 888-922-7842

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