Service Offerings
DAM Product Guide
Last updated: 15 June 2025
Acquia DAM is a web-based centralized solution that simplifies how brand, marketing, and product content is organized, accessed, and delivered to market. It combines the power of digital asset management (DAM) and product information management (PIM) in one platform, enabling teams to find what they need, coordinate content related workflows, and publish up-to-date content across digital and print channels.
Acquia DAM includes the following capabilities. Features marked with (*) are not included at all subscription levels, but may be included as add-ons. Features marked with (‡) are no longer included with new subscriptions or add-ons
Includes all features of Standard Portals, and the following:
Line item and/or bundle subscription discounts are based on maintaining the configuration of services purchased on the same Order Form. Thus, no reductions in subscriptions can occur during any subscription term that has already begun. The prohibition of subscription reductions during any then current also applies to multi-year subscriptions terms.
CI-HUB Connectors may not be refunded, they require annual renewal, and any reduction in the number of Connectors requires that the Customer notify Acquia in writing at least thirty (30) days in advance of the annual renewal date.
An authorized user (“User”) is defined as a specific individual belonging to a role defined by an Acquia DAM administrator (whether administrator, uploader/contributor, power User or general User) and any User associated with an API key. The administrator may create or remove Users at his or her discretion; however, creation of User accounts intended for use by more than one specific individual is not permitted.
For bundles where “Test Site - 1 year” is included, Customer is responsible for requesting the activation of the test site when needed.
If the CI HUB software is included in this SOW, Customer acknowledges that installation and configuration of the CI HUB software requires that each end user agree to the CI HUB Service License Terms (collectively, the “End User Agreement”), which is available for your review at CI HUB Service License Terms. Customer hereby agrees (a) that each employee of Customer who agrees to the End User Agreement is authorized to do so on Customer’s behalf, or (b) to have an authorized representative present to agree to the End User Agreement for each end user as required by the licensor thereof. Customer hereby warrants that any and all end users who agree to the End User Agreement will not in any way breach or be in default under the terms and conditions of the End User Agreement. A breach by any such end user of any term or condition of any such End User Agreement will be an event of default pursuant to the Agreement.
(Generative) AI features are included across DAM and are supported by Acquia directly or through partnerships. All features should be used within Acquia’s (Generative) AI User Guidelines.
All Acquia DAM AI features are opt-in and disabled by default. These features use pre-trained models. Customer data such as image assets and metadata are not used to train AI models.
These features are supported directly by Acquia and leverage Amazon AWS infrastructure. All customer data stays within Acquia’s AWS environment. PII masking techniques are leveraged to obfuscate any PII.
Acquia DAM offers generative AI features supported directly by Acquia and leverage Amazon AWS infrastructure.
Acquia DAM also offers generative AI features supported through partners:
Acquia develops and supports a variety of native integrations to connect Customer’s digital assets and/or metadata with Customer’s other software applications in order to streamline processes and automate repetitive tasks. All native integrations function by running continuously in the background, with no UI components, and require a trigger based on specific criteria in order to perform desired actions. Native integrations comprise predefined data integrations and process automations, and are included with retail pricing packages. For more advanced or custom integrations, the REST API is available for custom development by Customer.
For a full listing of available managed integrations, see Acquia DAM Integrations.
Integration team develops integration within the assigned development sprint.**
**Changes to requirements during development may require rescoping and rescheduling.
Customer tests to confirm integration conforms to agreed integration requirements document criteria.***
***Additional changes and testing may require the project to move into the next available sprint.
Customer will reach out to the Support team for any requested changes.****
****If necessary, the Support team will reassign to the Integration team for further development.
The Acquia Support team will engage the Integration team as necessary, but once the integration is live, the Support team can address Customer requests for updates to integration functionality and troubleshooting.
These integrations are developed and supported by an Acquia partner. For a full listing of available native integrations, see Acquia DAM Integrations.
For any partner integration requests, Acquia will refer the Customer directly to the partner. The Customer will be under a separate contract with the partner, and all associated invoicing, scoping, support and maintenance will be handled by the partner.
The partner handles all ongoing support and maintenance.
If the Customer requests an integration for a technology not currently available as either a native or partner integration, these are considered new technologies. New technologies will be investigated and considered for development if they align with the planned integration roadmap, customer demand, and technical feasibility.
This Service Level Agreement (“SLA”) governs the use of Acquia DAM (the “Service”) under the terms of the applicable Order between Acquia and Customer.
During the Subscription Term of any Order, the Service will provide a Monthly Uptime Percentage to Customer of at least 99.9% (the “Service Level Commitment”). If Acquia does not meet the Service Level Commitment, and if Customer meets its obligations under the SLA, Customer will be eligible to receive the Service Extensions as described below. The SLA states Customer’s sole and exclusive remedy for any failure by Acquia to meet the Service Level Commitment. Capitalized terms used in the SLA, but not defined in the SLA, have the meaning set forth in the Subscription and Services Agreement.
The following definitions apply to the SLA:
“Excused Downtime” means downtime to perform Scheduled Maintenance and downtime caused by circumstances beyond Acquia’s reasonable control including, without limitation, acts of God, acts of government, flood, fire, earthquakes, civil unrest, acts of terror, strikes or other labor problems (other than those involving Acquia employees, agents or contractors), computer or telecommunications failures or delays involving hardware or software not within Acquia’s possession or control, and network intrusions or denial of service attacks (other than those involving Acquia employees, agents, contractors or equipment).
“Monthly Uptime Percentage” means the total number of minutes in a month, minus the number of minutes of Service Interruption in a month, divided by the total number of minutes in a month.
“Service Interruption” means the properly configured Service is not able to serve any traffic directed to it, provided such interruption is not a result of any actions of Customer, its users or any third parties other than Acquia’s data center provider. Service Interruptions shall not include Scheduled Maintenance or SLA Exclusions.
“Scheduled Maintenance” means any scheduled outages or downtime for maintenance, upgrades, enhancements or changes to the Services. Acquia shall provide at least seven (7) days’ notice of any Scheduled Maintenance and at least two (2) days’ notice of any emergency maintenance. Scheduled Maintenance shall be performed during a maintenance window defined by Acquia infrastructure and development staff, during off hours (defined as evening or weekend hours, CT), provided that each such Scheduled Maintenance is expected to be no longer than approximately thirty (30) minutes.
“Unscheduled Maintenance” is urgent maintenance performed to ensure the security or performance of the Services. This maintenance may begin as soon as a security issue is announced or the Service becomes impaired and requires maintenance to return to its optimal performance. Acquia will notify you by updates to status.widen.com.
Acquia will provide a generic notification message to users when the Services will not be available because of Scheduled Maintenance. All users may subscribe to http://status.widen.com/ and receive email, text message, Atom or RSS Feed notification regarding site issues and related updates.
Acquia is responsible for managing Service Interruptions that are within Acquia’s control, that are discovered by Customer, Customer users, or by Acquia. Customers may notify Acquia of a Service Interruption via telephone, web submission or live chat to the Support Team during US/UK business hours as published in the Acquia DAM Community at https://community.acquia.com/acquiadam/s/, Monday through Friday (excluding US/UK national holidays). Once Acquia becomes aware of a Service Interruption, Acquia will use commercially reasonable efforts to resolve the Service Interruption and provide reasonable periodic status reports regarding Service Interruption resolution.
The SLA does not apply to any errors: (i) caused by factors outside of Acquia’s reasonable control; (ii) that resulted from Customer’s software or hardware or third-party software or hardware, or both; (iii) that resulted from abuses or other behaviors by Customer that violate the Agreement; (iv) any outages resulting from Scheduled Maintenance; or (v) Service Interruption that relates to any malware, viruses, Trojan horses, spyware, worms or other malicious or harmful code in the website that (1) was not introduced by Acquia or (2) was not introduced as a result of Acquia’s failure to perform the Services in compliance with the standard included herein or in the Subscription and Services Agreement.
If and to the extent Acquia fails to meet the applicable Service Level Commitment for a calendar month, for each one-half hour of Service Interruption 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 interruption 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 (via 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 a Service Interruption that is directly attributable to flaws in Customer’s environment (including the underlying 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 SLA represents a portion of the agreement between Customer and Acquia. Acquia reserves the right, at its discretion, to change, modify, add or remove portions of the SLA as well as add new SLAs by posting the updates on the Acquia Support Center website. Customer agrees that it will be deemed to have accepted such changes by continuing to use the Services. Customer will be notified in advance of any updates to the SLA or any new SLAs, and updates will take effect thirty (30) days after posting of the updated or new SLA. Changes will not result in a degradation in the level of services provided during the period for which fees for such Services have been paid.
Upon request made by Customer within 7 days of termination or expiration of the Subscription Services, Acquia can make Customer Data and Customer Applications available to Customer for export or download. Acquia will provide the requested Customer Data and Customer Applications to Customer within 30 days after the request from Customer. Thirty (30) days after termination or expiration of the Subscription Services or after such 30-day period where Customer Data and Customer Applications have been provided to Customer, Acquia will delete or otherwise render inaccessible any Customer Data and Customer Applications, unless legally prohibited. Acquia has no obligation to retain the Customer Data for Customer purposes after this 30-day post termination period.
Acquia Inc. reserves the right to change the Products and Services Guide based on prevailing market practices and the evolution of our products. Changes will not result in a degradation in the level of services provided during the period for which fees for such services have been paid.
| Date | Update |
| 16 June 2025 | Removed mentions of Moovly from Features section, and from Generative AI section. |
| 23 April 2025 | Added quick links, amended features and add-ons included in new subscriptions, amended section on Artificial Intelligence and Computer Vision Features, moved Syndic8 content from Features section to Entity section. |
If this content did not answer your questions, try searching or contacting our support team for further assistance.
Last updated: 15 June 2025
Acquia DAM is a web-based centralized solution that simplifies how brand, marketing, and product content is organized, accessed, and delivered to market. It combines the power of digital asset management (DAM) and product information management (PIM) in one platform, enabling teams to find what they need, coordinate content related workflows, and publish up-to-date content across digital and print channels.
Acquia DAM includes the following capabilities. Features marked with (*) are not included at all subscription levels, but may be included as add-ons. Features marked with (‡) are no longer included with new subscriptions or add-ons
Includes all features of Standard Portals, and the following:
Line item and/or bundle subscription discounts are based on maintaining the configuration of services purchased on the same Order Form. Thus, no reductions in subscriptions can occur during any subscription term that has already begun. The prohibition of subscription reductions during any then current also applies to multi-year subscriptions terms.
CI-HUB Connectors may not be refunded, they require annual renewal, and any reduction in the number of Connectors requires that the Customer notify Acquia in writing at least thirty (30) days in advance of the annual renewal date.
An authorized user (“User”) is defined as a specific individual belonging to a role defined by an Acquia DAM administrator (whether administrator, uploader/contributor, power User or general User) and any User associated with an API key. The administrator may create or remove Users at his or her discretion; however, creation of User accounts intended for use by more than one specific individual is not permitted.
For bundles where “Test Site - 1 year” is included, Customer is responsible for requesting the activation of the test site when needed.
If the CI HUB software is included in this SOW, Customer acknowledges that installation and configuration of the CI HUB software requires that each end user agree to the CI HUB Service License Terms (collectively, the “End User Agreement”), which is available for your review at CI HUB Service License Terms. Customer hereby agrees (a) that each employee of Customer who agrees to the End User Agreement is authorized to do so on Customer’s behalf, or (b) to have an authorized representative present to agree to the End User Agreement for each end user as required by the licensor thereof. Customer hereby warrants that any and all end users who agree to the End User Agreement will not in any way breach or be in default under the terms and conditions of the End User Agreement. A breach by any such end user of any term or condition of any such End User Agreement will be an event of default pursuant to the Agreement.
(Generative) AI features are included across DAM and are supported by Acquia directly or through partnerships. All features should be used within Acquia’s (Generative) AI User Guidelines.
All Acquia DAM AI features are opt-in and disabled by default. These features use pre-trained models. Customer data such as image assets and metadata are not used to train AI models.
These features are supported directly by Acquia and leverage Amazon AWS infrastructure. All customer data stays within Acquia’s AWS environment. PII masking techniques are leveraged to obfuscate any PII.
Acquia DAM offers generative AI features supported directly by Acquia and leverage Amazon AWS infrastructure.
Acquia DAM also offers generative AI features supported through partners:
Acquia develops and supports a variety of native integrations to connect Customer’s digital assets and/or metadata with Customer’s other software applications in order to streamline processes and automate repetitive tasks. All native integrations function by running continuously in the background, with no UI components, and require a trigger based on specific criteria in order to perform desired actions. Native integrations comprise predefined data integrations and process automations, and are included with retail pricing packages. For more advanced or custom integrations, the REST API is available for custom development by Customer.
For a full listing of available managed integrations, see Acquia DAM Integrations.
Integration team develops integration within the assigned development sprint.**
**Changes to requirements during development may require rescoping and rescheduling.
Customer tests to confirm integration conforms to agreed integration requirements document criteria.***
***Additional changes and testing may require the project to move into the next available sprint.
Customer will reach out to the Support team for any requested changes.****
****If necessary, the Support team will reassign to the Integration team for further development.
The Acquia Support team will engage the Integration team as necessary, but once the integration is live, the Support team can address Customer requests for updates to integration functionality and troubleshooting.
These integrations are developed and supported by an Acquia partner. For a full listing of available native integrations, see Acquia DAM Integrations.
For any partner integration requests, Acquia will refer the Customer directly to the partner. The Customer will be under a separate contract with the partner, and all associated invoicing, scoping, support and maintenance will be handled by the partner.
The partner handles all ongoing support and maintenance.
If the Customer requests an integration for a technology not currently available as either a native or partner integration, these are considered new technologies. New technologies will be investigated and considered for development if they align with the planned integration roadmap, customer demand, and technical feasibility.
This Service Level Agreement (“SLA”) governs the use of Acquia DAM (the “Service”) under the terms of the applicable Order between Acquia and Customer.
During the Subscription Term of any Order, the Service will provide a Monthly Uptime Percentage to Customer of at least 99.9% (the “Service Level Commitment”). If Acquia does not meet the Service Level Commitment, and if Customer meets its obligations under the SLA, Customer will be eligible to receive the Service Extensions as described below. The SLA states Customer’s sole and exclusive remedy for any failure by Acquia to meet the Service Level Commitment. Capitalized terms used in the SLA, but not defined in the SLA, have the meaning set forth in the Subscription and Services Agreement.
The following definitions apply to the SLA:
“Excused Downtime” means downtime to perform Scheduled Maintenance and downtime caused by circumstances beyond Acquia’s reasonable control including, without limitation, acts of God, acts of government, flood, fire, earthquakes, civil unrest, acts of terror, strikes or other labor problems (other than those involving Acquia employees, agents or contractors), computer or telecommunications failures or delays involving hardware or software not within Acquia’s possession or control, and network intrusions or denial of service attacks (other than those involving Acquia employees, agents, contractors or equipment).
“Monthly Uptime Percentage” means the total number of minutes in a month, minus the number of minutes of Service Interruption in a month, divided by the total number of minutes in a month.
“Service Interruption” means the properly configured Service is not able to serve any traffic directed to it, provided such interruption is not a result of any actions of Customer, its users or any third parties other than Acquia’s data center provider. Service Interruptions shall not include Scheduled Maintenance or SLA Exclusions.
“Scheduled Maintenance” means any scheduled outages or downtime for maintenance, upgrades, enhancements or changes to the Services. Acquia shall provide at least seven (7) days’ notice of any Scheduled Maintenance and at least two (2) days’ notice of any emergency maintenance. Scheduled Maintenance shall be performed during a maintenance window defined by Acquia infrastructure and development staff, during off hours (defined as evening or weekend hours, CT), provided that each such Scheduled Maintenance is expected to be no longer than approximately thirty (30) minutes.
“Unscheduled Maintenance” is urgent maintenance performed to ensure the security or performance of the Services. This maintenance may begin as soon as a security issue is announced or the Service becomes impaired and requires maintenance to return to its optimal performance. Acquia will notify you by updates to status.widen.com.
Acquia will provide a generic notification message to users when the Services will not be available because of Scheduled Maintenance. All users may subscribe to http://status.widen.com/ and receive email, text message, Atom or RSS Feed notification regarding site issues and related updates.
Acquia is responsible for managing Service Interruptions that are within Acquia’s control, that are discovered by Customer, Customer users, or by Acquia. Customers may notify Acquia of a Service Interruption via telephone, web submission or live chat to the Support Team during US/UK business hours as published in the Acquia DAM Community at https://community.acquia.com/acquiadam/s/, Monday through Friday (excluding US/UK national holidays). Once Acquia becomes aware of a Service Interruption, Acquia will use commercially reasonable efforts to resolve the Service Interruption and provide reasonable periodic status reports regarding Service Interruption resolution.
The SLA does not apply to any errors: (i) caused by factors outside of Acquia’s reasonable control; (ii) that resulted from Customer’s software or hardware or third-party software or hardware, or both; (iii) that resulted from abuses or other behaviors by Customer that violate the Agreement; (iv) any outages resulting from Scheduled Maintenance; or (v) Service Interruption that relates to any malware, viruses, Trojan horses, spyware, worms or other malicious or harmful code in the website that (1) was not introduced by Acquia or (2) was not introduced as a result of Acquia’s failure to perform the Services in compliance with the standard included herein or in the Subscription and Services Agreement.
If and to the extent Acquia fails to meet the applicable Service Level Commitment for a calendar month, for each one-half hour of Service Interruption 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 interruption 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 (via 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 a Service Interruption that is directly attributable to flaws in Customer’s environment (including the underlying 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 SLA represents a portion of the agreement between Customer and Acquia. Acquia reserves the right, at its discretion, to change, modify, add or remove portions of the SLA as well as add new SLAs by posting the updates on the Acquia Support Center website. Customer agrees that it will be deemed to have accepted such changes by continuing to use the Services. Customer will be notified in advance of any updates to the SLA or any new SLAs, and updates will take effect thirty (30) days after posting of the updated or new SLA. Changes will not result in a degradation in the level of services provided during the period for which fees for such Services have been paid.
Upon request made by Customer within 7 days of termination or expiration of the Subscription Services, Acquia can make Customer Data and Customer Applications available to Customer for export or download. Acquia will provide the requested Customer Data and Customer Applications to Customer within 30 days after the request from Customer. Thirty (30) days after termination or expiration of the Subscription Services or after such 30-day period where Customer Data and Customer Applications have been provided to Customer, Acquia will delete or otherwise render inaccessible any Customer Data and Customer Applications, unless legally prohibited. Acquia has no obligation to retain the Customer Data for Customer purposes after this 30-day post termination period.
Acquia Inc. reserves the right to change the Products and Services Guide based on prevailing market practices and the evolution of our products. Changes will not result in a degradation in the level of services provided during the period for which fees for such services have been paid.
| Date | Update |
| 16 June 2025 | Removed mentions of Moovly from Features section, and from Generative AI section. |
| 23 April 2025 | Added quick links, amended features and add-ons included in new subscriptions, amended section on Artificial Intelligence and Computer Vision Features, moved Syndic8 content from Features section to Entity section. |
If this content did not answer your questions, try searching or contacting our support team for further assistance.