Service Level Policy - Product Guide
Last updated: May 17, 2021
This Service Level Policy governs the use of Cloud Platform Enterprise
and Site Factory (each, a PaaS) under the terms of the applicable
Order between Acquia and Customer.
1. Service Commitment
Acquia will use commercially reasonable efforts to make production PaaS
infrastructure available for 99.95% or, if applicable, and purchased by Customer
under the terms of the applicable Order, a premium SLA add-on of 99.99% (the
“99.99% Uptime SLA”) during any calendar month during the applicable Subscription
Term (the “Service Level Commitment”, as applicable).
2. Definitions
Availability will be calculated per calendar month, as follows
*

where:
- total means the total number of minutes for the calendar month.
- non-excluded means the downtime/unavailability that is not excluded.
- excluded means the Service Commitment exclusions defined below.
Unavailability means that the PaaS infrastructure is unresponsive or
responds with an error.
3. Service Extension
If and to the extent Acquia fails to meet the applicable Service Level
Commitment or a calendar month, for each one-half hour of unavailability
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 outage 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 an unavailability of the PaaS 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.
4. Service Commitment Exclusions
The Service Commitment does not apply to any Unavailability, outage,
suspension or termination of any Acquia PaaS performance issues:
- that are caused by factors outside of Acquia’s reasonable control,
including any force majeure event, network intrusions or denial of service
attacks;
- any outages that result from any actions or inactions of Customer or any
third parties engaged by Customer, missing Customer Data, errors caused by
Customer code or Drupal configuration errors, or usage capacity in excess
of the Customer purchased amount;
- any outages caused by programming errors in Customer’s website(s),
programming bugs in the third-party extensions/modules made available
through Cloud Platform or Site Factory Platform, Drupal
Modules with Site Factory;
- any outages 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 (e.g., failure to upsize to recommended hardware
configuration);
- any outages lasting less than one minute but no more than three such
outages in a 24 hour period;
- any outages related to emergency maintenance to Customer’s website(s) (for
example, to install security fixes);
- any outages related to the dev or staging environment;
- any outages resulting from scheduled maintenance (typically 11 PM to 7 AM
at the data center location identified on Customer’s Order), if Acquia
notified Customer 48 hours prior to the commencement of the maintenance
work (there will be no more than two hours of scheduled maintenance
downtime per calendar year);
- Unavailability 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;
- acts or omissions caused by Customer’s CDN.
In addition, unavailability of some specific features or functions within the
website while other features remain available will not constitute
Unavailability of the website, so long as the unavailable features or
functions are not, in the aggregate, material to the website.
In the event of any outages described above, Acquia will use commercially
reasonable efforts to minimize any disruption, inaccessibility and/or
inoperability of the website in connection with outages, whether scheduled or
not. Such efforts will include instances in another Availability Zone if
available.
5. Premium Add-On 99.99% Service Level Commitment
Acquia will provide the 99.99% Service Level Commitment only if purchased by
the Customer, as indicated in the Order.
Customers who have purchased the 99.99% Premium Service Level Commitment must
meet the following conditions for the premium Service Level Commitment to apply,
unless otherwise set forth in the applicable Order:
- Customer must use one of Acquia’s CDN products, and follow all configuration
recommendations.
- Customer’s application(s) must be running on the Cloud Next version
of Cloud Platform.
- Customer must remain within the boundaries of Acquia’s documented Resource
Limits policies, as applicable for their Subscription.
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.