Acquia Lift Product Guide

Submitted by [email protected] on Mon, 10/24/2016 - 13:59

Last updated: September 5, 2017

Acquia Lift unifies Customer content and profile data from multiple sources to deliver in-context, personalized experiences across any channel or device.

Acquia will provide the Acquia Lift Subscription Service described below only if purchased by Customer, as indicated in the Order.

  1. Acquia Lift Elements
    A subscription to Acquia Lift includes the following elements that will enable the Customer to assist with its content personalization and content distribution goals:
    • Profile Manager - Capture and unify customer data into a single visitor profile
    • Experience Builder - Interface for creating and executing personalized digital experiences
    • Content Hub - Distribute content and discover existing content
    1. Profile Manager
      Profile Manager unifies person profile data collected from Customer’s Drupal or non-Drupal websites and, if the Customer purchases Acquia Lift - Premium or Acquia Lift Starter - Premium, other sources, such as CRM and email. It tracks the behavior of anonymous and identified customers throughout their customer journey — from first point of interaction as an anonymous person through to becoming a repeat, loyal customer. Profile Manager creates a unified profile for each person based on their historical and real-time behavior, described as follows:
      • Real-time profiling and segmentation:
        • Real-time collection of data and behavior for anonymous and identified people
        • Person profile configuration and search
        • Segment builder and size estimation tool
        • Real-time person segmentation
        • JavaScript API
        • Ability to export up to 31 days of person-data using the user interface
      • Analytics:
        • Pre-built reports and dashboards that provide information about people's behavior and trends, including person, touch and events, segments, conversion, and engagement.
      • Data retention:
        • Person profile behavioral data (touches and events) is retained for 13 months.
      • Up to 100,000 monthly unique people. Additional people require add-on packs.

      The data collected by Profile Manager is non-personal information typically about user's online activity and interests, similar to web analytics (for example, a user read a specific article, opened an email newsletter, or prefers content related to movies). The IP address of the person is stored in order to determine their geography, but optionally can be masked before stored. Additional information can be collected about a person solely at the discretion of Customer.
      In order to unify profile data from other sources such as marketing automation, identifiers such as email addresses or user ids can also optionally be stored. It is solely at Customer's discretion to determine which identifiers they wish to store in Profile Manager, if any. Identifiers can also optionally employ a one-way encryption hash.
      Profile Manager data is stored in the cloud in a NoSQL database and a data warehouse, in order to support the real-time profiling and segmentation, and analytics functions described above. Depending on the Subscription purchased, this data can be viewed using the Profile Manager user interface and optionally accessed using APIs and data warehouse connection. Profile Manager data is owned by Customer.

    2. Experience Builder
      Experience Builder unifies content and profile data from multiple sources to deliver in-context, personalized experiences on Drupal or non-Drupal websites. It provides a drag-and-drop user interface that overlays on top of any website to allow a user to build rules that define which content to test or target to different segments of users. The content that is available to a user for building personalizations is based on all content published to Content Hub from one or more content sources.
      • Testing and targeting of web visitors:
        • Experience Builder user interface for defining rules and content directly on any webpage
        • A/B testing
        • Content targeting
        • Goals and events management
      • Analytics:
        • Performance reports for A/B tests and targeting.
    3. Content Hub
      Content Hub is a cloud-based content distribution and discovery service that enables customers to author, search, and share content throughout a complex network of websites and channels. Content Hub connects content bi-directionally, enabling global enterprises to discover, reuse, and distribute content throughout their entire organization in a secure cloud environment.
      • Content Hub empowers content curators, managers, and creators to take control of their content with a robust set of content discovery and sharing tools, including:
        • A content repository that aggregates and normalizes content and data from any enterprise content source or system.
        • Content discovery tools, including automatic updates and faceted search, to break down content silos and enable enterprise content managers to quickly find relevant content from other enterprise websites, departments, or technologies.
        • Automated subscription updates from content authors to content consumers in near real time, respecting local changes and workflow rules.
      • 99.9% Content Hub SLA on the Content Hub Service.
      • Content Hub Drupal connector modules including ongoing module releases.
      • Publish content into Content Hub from an unlimited number of Drupal websites using Acquia-provided connector modules with storage not to exceed 500,000 documents.
      • Subscribe to content into up to five (5) Drupal websites using Acquia-provided connector modules.
      • Access the Content Hub API to build custom integrations with non-Drupal applications.
  2. Subscription Packages
    Acquia Lift is available in four editions:
    • Acquia Lift - Standard
    • Acquia Lift - Premium
    • Acquia Lift Starter - Standard
    • Acquia Lift Starter - Premium
    1. Acquia Lift - Standard
      Acquia Lift - Standard includes:
      • Profile Manager, as previously described
      • Experience Builder, as previously described
      • Content Hub, as previously described
    2. Acquia Lift - Premium

      Acquia Lift - Premium extends the capabilities of Acquia Lift - Standard for omni-channel use cases. It provides all of the functionality of Acquia Lift - Standard plus the following:

      • Real-time profiling and segmentation:
        • Ability to export unlimited amount of data using APIs in addition to the 31 day export that is available in the user interface of the base Profile Manager
      • Testing and targeting of web visitors:
        • Decision API for creating rules and retrieving decisions in support of testing and targeting on non-web channels
      • Exchange person data with existing sources such as CRM systems, marketing automation tools, and third party data sources to augment the person profile and share this person data and associated segments with other channels, such as email platforms:
        • File import API
        • File export APIs
        • Push API
        • REST APIs
      • Prebuilt integrations with complementary marketing systems:
        • Marketo
          • Marketo leads imported to Acquia Lift as People
          • Marketo activities imported to Acquia Lift as Events
          • Configurable lead field and activity mappings
      • Dedicated data warehouse
        • Dedicated Redshift database, containing Acquia Lift unified profiles (person, touch, event, rankings, segments, identities).
        • One provisioned user account for connecting to the database, optionally secured with a self-signed certificate.
        • The standard configuration for the database connection provides up to 2 TB of storage in one Region for up to five concurrent queries.
      • Analytics:
        • Utilizes dedicated data warehouse above for faster performance compared to Acquia Lift - Standard.
      • Decision API - Customers can utilize Decision API for creating rules and retrieving decisions in support of testing and targeting on non web-channels
      • Content Hub, as previously described.
    3. Acquia Lift Starter - Standard
      Acquia Lift Starter - Standard is a component of Acquia Lift - Standard edition, purchased as a stand-alone subscription. Acquia Lift Starter - Standard is intended for data collection from the web channel, and includes:
      • Profile Manager element as indicated above.
      • Non-production use of Experience Builder - Customers can utilize testing and targeting functionality for non-production use upon request (for example, development and testing, or evaluation).
      • Non-production use of Content Hub as indicated above: Customers can utilize content distribution and discovery functionality for non-production use upon request (for example, development and testing, or evaluation).
    4. Acquia Lift Starter - Premium
      Acquia Lift Starter - Premium is a component of Acquia Lift - Premium edition, purchased as a stand-alone subscription. Acquia Lift Starter - Premium unifies profile data from any channel or system. It provides all of the functionality of Acquia Lift Starter - Standard plus the following:
      • Real-time profiling and segmentation:
        • Ability to export unlimited amount of data using APIs in addition to the 31day export that is available in the user interface of the base Profile Manager
      • Exchange person data with existing sources such as CRM systems, marketing automation tools, and third party data sources to augment the person profile and share this person data and associated segments with other channels, such as email platforms:
        • File import API
        • File export APIs
        • Push API
        • REST APIs
      • Prebuilt integrations with complementary marketing systems:
        • Marketo
          • Marketo leads imported to Acquia Lift as People
          • Marketo activities imported to Acquia Lift as Events
          • Configurable lead field and activity mappings
      • Dedicated data warehouse
        • Dedicated Redshift database, containing Acquia Lift unified profiles (person, touch, event, rankings, segments, identities).
        • One provisioned user account for connecting to the database, optionally secured with a self-signed certificate.
        • The standard configuration for the database connection provides up to 2 TB of storage in one Region for up to five concurrent queries.
      • Analytics:
        • Utilizes dedicated data warehouse above for faster performance compared to Acquia Lift Starter - Standard option.
      • Non-production use of Experience Builder - Customers can utilize testing and targeting functionality for non-production use upon request (for example, development and testing, or evaluation).
      • Non-production use of Decision API - Customers can utilize Decision API for creating rules and retrieving decisions in support of testing and targeting on non web-channels for non-production use upon request (for example, development and testing, or evaluation).
      • Non-production use of Content Hub as indicated above. Customers can utilize content distribution and discovery functionality for non-production use upon request (for example, development and testing, or evaluation).
    5. Developer Account
      Customers who require a separate developer account (Acquia Lift Account and Content Hub instance) for development and testing can have one upon request for non-production use. This developer account does not include a dedicated Redshift connection. Objects like rules, slots, events, segments, and content are not synchronized between a customer's production account and the developer account.
  3. Subscription Add-on Packs
    All subscriptions of Profile Manager and Acquia Lift are licensed based on:
    • The number of total monthly unique people, across all channels and websites, as measured by Acquia Lift analytics, based on the monthly average over the previous 12 months. 100,000 monthly unique people are included with each edition.
    • The number of subscribing websites (and applications if allowed), as measured by the number of websites/applications that content to the Content Hub service and register webhooks to update their content. Five (5) subscribing websites are included with edition.
    1. People add-on packs (for Data Collection and Personalization use cases)

      Unique people add-on packs are available in the following allotments:

      • add-on 100,000 additional monthly unique people
      • add-on 500,000 additional monthly unique people
      • add-on 1,000,000 additional monthly unique people
      • add-on 5,000,000 additional monthly unique people
    2. Content Subscriber add-on packs (for Content Syndication/Content Hub use cases)
      Subscribing website add-on packs are available in the following allotments:
      • add-on 10 subscribing websites/applications. Publish content into Content Hub from an unlimited number of Drupal websites using Acquia-provided connector modules with storage limit increased by 500,000 documents.
      • add-on 50 subscribing websites/applications. Publish content into Content Hub from an unlimited number of Drupal websites using Acquia-provided connector modules with storage limit increased by 1,000,000 documents.
      • add-on 100 subscribing websites/applications. Publish content into Content Hub from an unlimited number of Drupal websites using Acquia-provided connector modules with storage limit increased by 2,000,000 documents.
      • add-on 500 subscribing websites/applications. Publish content into Content Hub from an unlimited number of Drupal websites using Acquia-provided connector modules with storage limit increased by 7,500,000 documents.
  4. Support Services
    Customer’s subscription to Acquia Lift includes unlimited diagnosis support for Acquia Lift as described in the Supportability Matrix in the Support Users' Guide. Customer can contact Acquia Support in accordance with the Support Users Guide and in accordance with stated Urgency Levels. Initial response times for support requests vary on the urgency level and Customer’s Subscription tier as described in the Support Users Guide.
  5. Service Level Policy for Content Hub
    Acquia will use commercially reasonable efforts to make the Content Hub infrastructure available for 99.9% during any calendar month during the applicable Subscription Term (“Content Hub SLA”). Availability and Unavailability shall be calculated in accordance with the formula set forth in Acquia's Service Level Policy. In the event Acquia does not meet the Content Hub SLA for a calendar month, the parties shall be entitled to the rights and remedies set forth in the Service Extensions section, subject to the following Service Commitment Exclusions.
    1. Service Commitment Exclusions
      The Service Commitment does not apply to any unavailability, outage, suspension, or termination of any Acquia SaaS performance issues:
      i. due to factors outside Acquia reasonable control
      ii. that resulted from Customer's or third party hardware or software
      iii. that resulted from actions or inactions of Customer or third parties
      iv. caused by Customer's use of the Content Hub Service after Acquia advised Customer to modify its use of the Service, if Customer did not modify its use as advised
      v. during beta and trial Services (as determined by Acquia)
      vi. attributable to the acts or omissions of Customer or Customer's employees, agents, contractors, or vendors, or anyone gaining access to Acquia’s Service by means of Customer's Authorized Users' accounts or equipment
  6. Included Enablement Packages
    As part of their subscription, Customers will receive one of the following onboarding packages:
    • Acquia Lift Starter - Standard - Enablement Service
    • Acquia Lift Starter - Premium - Enablement Service
    • Acquia Lift for Personalization - Standard - Enablement Service
    • Acquia Lift for Personalization - Premium - Enablement Service
    • Acquia Lift for Content Syndication - Standard - Enablement Service
    • Acquia Lift for Content Syndication - Premium - Enablement Service

    Customers working on a new website build or who do not have initial personalization or data management use cases defined should also purchase an Initiate Workshop.

    1. Acquia Lift Starter - Standard - Enablement Service
      The Acquia Lift Starter - Standard - Enablement Service is an onboarding package designed for customers whose primary focus is data collection from the web channel. It is comprised of remotely delivered onboarding services provided by functional and technical experts from the Customer Success team. This package performs the technical installation of the product, trains the Customer on the fundamentals of Acquia Lift, and helps the Customer configure the product. Regular check-ins are established to help the Customer evolve and adapt their strategy.
      During enablement, Acquia may find that additional code and configuration changes to Customer’s Drupal website are necessary for 100% Acquia Lift compatibility. Non-Drupal and self-hosted customers will be responsible for technical installation of the Acquia Lift components on their websites, with guidance from Acquia.
      Customers working on a new website build or who do not have initial use case defined should purchase an Initiate Workshop.
    2. Acquia Lift Starter - Premium - Enablement Service
      The Acquia Lift Starter - Premium - Enablement Service is an onboarding package designed for customers whose primary focus is data collection from a variety of systems or channels. It is comprised of remotely delivered onboarding services provided by functional and technical experts from the Customer Success team. This package performs the technical installation of the product, trains the Customer on the fundamentals of Acquia Lift, and helps the Customer configure the product. The package also provides consultation on using the Acquia Lift APIs and pre-built integrations to integrate Acquia Lift with other systems, and using the data warehouse. Regular check-ins are established to help the Customer evolve and adapt their strategy.
      During enablement, Acquia may find that additional code and configuration changes to Customer’s Drupal website are necessary for 100% Acquia Lift compatibility. Non-Drupal and self-hosted customers will be responsible for technical installation of the Acquia Lift components on their websites, with guidance from Acquia.
      Customers working on a new website build or who do not have initial use case defined should purchase an Initiate Workshop.
    3. Acquia Lift for Personalization - Standard - Enablement Service
      The Acquia Lift for Personalization - Standard - Enablement Service is an onboarding package designed for customers whose primary focus is personalization on the web channel. It is comprised of remotely delivered onboarding services provided by functional and technical experts from the Customer Success team. This package performs the technical installation of the product, trains the Customer on the fundamentals of Acquia Lift, establishes an initial set of personalization use cases, and helps the Customer configure an initial set of campaigns and measure their performance. Regular check-ins after the initial set of campaigns are established are designed to help the Customer implement additional personalization use cases and evolve and adapt their strategy.
      During enablement, Acquia may find that additional code and configuration changes to Customer’s Drupal website are necessary for 100% Acquia Lift compatibility. Non-Drupal and self-hosted customers will be responsible for technical installation of the Acquia Lift components on their websites, with guidance from Acquia.
      Customers working on a new website build or who do not have initial use case defined should purchase an Initiate Workshop.
    4. Acquia Lift for Personalization - Premium - Enablement Service
      The Acquia Lift for Personalization - Premium - Enablement Service is an onboarding package designed for customers who are focused on omni-channel personalization. It is comprised of remotely delivered onboarding services provided by functional and technical experts from the Customer Success team. This package performs the technical installation of the product, trains the Customer on the fundamentals of Acquia Lift, establishes an initial set of personalization use cases, and helps the Customer configure an initial set of campaigns and measure their performance. The package also provides consultation on using the Acquia Lift APIs and pre-built integrations to integrate Acquia Lift with other systems, and using the data warehouse. Regular check-ins after the initial set of campaigns are established are designed to help the Customer implement additional personalization use cases and evolve and adapt their strategy.
      During enablement, Acquia may find that additional code and configuration changes to Customer’s Drupal website are necessary for 100% Acquia Lift compatibility. Non-Drupal and self-hosted customers will be responsible for technical installation of the Acquia Lift components on their websites, with guidance from Acquia.
      Customers working on a new website build or who do not have initial use case defined should purchase an Initiate Workshop.
    5. Acquia Lift for Content Syndication - Standard - Enablement Service
      The Acquia Lift for Content Syndication - Standard - Enablement Service is an onboarding package designed for customers whose primary focus is content syndication through Drupal websites. It is comprised of remotely delivered onboarding services provided by functional and technical experts from the Customer Success team. This package performs the technical installation of the product, trains the Customer on the fundamentals of Acquia Lift, establishes an initial content syndication use cases, and helps the Customer configure the content discovery interface.
      During enablement, Acquia may find that additional code and configuration changes to Customer’s Drupal website are necessary for 100% Acquia Lift compatibility. Self-hosted customers will be responsible for technical installation of the Acquia Lift components on their websites, with guidance from Acquia.
      Customers working on a new website build or who do not have initial use case defined should purchase an Initiate Workshop.
    6. Acquia Lift for Content Syndication - Premium - Enablement Service
      The Acquia Lift for Content Syndication - Premium - Enablement Service is an onboarding package designed for customers who are focused on content syndication across various technologies/platforms. It is comprised of remotely delivered onboarding services provided by functional and technical experts from the Customer Success team. This package performs the technical installation of the product, trains the Customer on the fundamentals of Acquia Lift, establishes an initial set of Content Syndication use cases, and helps the Customer configure the content discovery interface. The package also provides consultation on using the Acquia Lift APIs and pre-built integrations to integrate Acquia Lift with other systems.
      During enablement, Acquia may find that additional code and configuration changes to Customer’s Drupal website are necessary for 100% Acquia Lift compatibility. Non-Drupal and self-hosted customers will be responsible for technical installation of the Acquia Lift components on their websites, with guidance from Acquia.
      Customers working on a new website build or who do not have initial use case defined should purchase an Initiate Workshop.

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