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Acquia Cloud Site Factory Product Guide

Acquia Cloud Site Factory logo For additional information about Acquia Cloud Site Factory, see its product documentation.

Last updated: September 5, 2018

Acquia Cloud Site Factory® provides a platform for creating and managing Drupal multisite deployments. Users can build, manage, and update websites using powerful multisite tools on top of the Acquia Cloud platform.

Acquia Cloud Site Factory leverages the Acquia Cloud Enterprise platform, which is a fully managed, high availability, scalable, clustered platform built for complex Drupal websites with high performance and uptime requirements.

Key components of the Acquia Cloud Site Factory platform include the following:

  • The Acquia Cloud Site Factory Administrative Console which provides web and API based management of Acquia Cloud Site Factory configuration and of websites running in the Factory
  • Factory Stacks are managed Drupal code platforms and dedicated infrastructure

Acquia will provide the Acquia Cloud Site Factory services described below only if purchased by the Customer, as indicated in the Order.

  1. Support Services

    The level of Support Services for Acquia Cloud Site Factory shall be determined in accordance with the Subscription tier purchased by the Customer, as indicated in the Order and detailed in section 2.

    1.1 Diagnosis Support

    Diagnosis support entitles the Customer to engage Acquia in the diagnosis of the Acquia Cloud Site Factory platform and Drupal functionality issues during the development or operation of the Customer’s website(s) on the Acquia Cloud Site Factory platform. Acquia will identify and diagnose the root cause of such reported issue and provide the Customer with recommendations for repair to be implemented by the Customer. Diagnosis support includes support issues with the following:

    • Site Factory Platform administration features and configuration
    • Website(s) configuration and per-website theme configuration
    • Website(s) not operating as expected in the Acquia Cloud Site Factory platform Drupal instance

    Customer customizations to Drupal core files may limit Acquia’s ability to diagnosis issues. Acquia may recommend or require the Customer to remove such customizations and replace them with alternate solutions using standard Drupal core and contributed modules, or other standard, published core patches. Furthermore, diagnosis support may be limited with modified Drupal contributed modules, certain integrations, or custom modules. Substitutions may be recommended by Acquia but are made at the sole discretion of the Customer. Diagnosis support does not include assistance with the installation, configuration, maintenance, or troubleshooting of other applications which the Customer has installed on its website(s). Acquia reserves the right to disable any non-supported applications to troubleshoot Drupal issues. Acquia may require the Customer to upgrade to a later or more stable release of a Drupal module or component for Acquia to continue with the diagnosis of an issue.

    1.2 Site Factory Platform Support

    In addition to the diagnosis support described above and the advisory support services as described in this section, Acquia Cloud Site Factory Support Subscriptions include the following Acquia Cloud Site Factory platform support services:

    • Feature and maintenance updates, fixes, security alerts, and critical updates to the Acquia Cloud Site Factory platform
    • How-to and technical assistance regarding the use of the Acquia Cloud Site Factory platform, including the following:
      • Customer access to the Acquia Cloud Site Factory platform
      • Customer management of websites and users through the Acquia Cloud Site Factory Administrative Console
      • Customer configuration and customization through Customer-side code and theming of website(s) through the Acquia Cloud Site Factory platform
      • Customer deployment of a Drupal codebase to staging and production environments
    1.3 Acquia Support Services Process

    The Customer may contact Support Services in accordance with the Support Users Guide and in accordance with the available urgency levels. Initial response times for support requests vary on the urgency level and the Customer’s Subscription tier.

  2. Acquia Cloud Site Factory Subscriptions

    Acquia will provide a site building and management system that is accessed through a browser-based user interface. Acquia Cloud Site Factory subscriptions allow the Customer to do the following actions:

    • Perform administrative actions such as create, duplicate, export, and delete site(s) through the Acquia Cloud Site Factory Administrative Console
    • Configure and customize a Drupal codebase to a production environment through

    The Customer is responsible for maintaining and testing the Customer’s Drupal codebase in the Acquia Cloud Site Factory platform staging environment, and deploying the codebase as required. Acquia will update the Acquia Cloud Site Factory Administrative Console and resources with Factory Stacks.

    Acquia Cloud Site Factory standard subscription entitlements include an initial Factory Stack, described as follows:

      Enterprise 25 * Enterprise 100 Enterprise 150 Enterprise 200 Enterprise 250 Enterprise 375 Enterprise 500 Enterprise 750 Custom
      (formerly Starter) (formerly Small     (formerly Medium)   (formerly Large)    
    Page views/month 250K 1M 3M 4M 5M 7.5M 10M 15M Custom
    Maximum number of websites 25 100 150 200 250 375 500 750 Custom
    Acquia product support Unlimited Unlimited Unlimited Unlimited Unlimited Unlimited Unlimited Unlimited Unlimited
    Drupal support tickets Unlimited Unlimited Unlimited Unlimited Unlimited Unlimited Unlimited Unlimited Unlimited
    Advisory hours 12 12 12 12 12 12 12 12 12
    Critical response SLA 1 hour, 24x7 1 hour, 24x7 1 hour, 24x7 1 hour, 24x7 1 hour, 24x7 1 hour, 24x7 1 hour, 24x7 1 hour, 24x7 1 hour, 24x7
    Search queries/year 10M 10M 10M 10M 10M 10M 10M 10M 10M
    Search docs indexed/year 250K 250K 250K 250K 250K 250K 250K 250K 250K

    * An Enterprise 25 subscription is for new Acquia Cloud Site Factory customers only, and must be part of a multi-year subscription. After the first year, the subscription must increase to an Acquia Cloud Site Factory Enterprise 100 or greater.

    Acquia Cloud Site Factory also includes SMB subscription entitlements similar to the previously described standard density offerings, with database sizes of no greater than 200MB per site, and file storage no greater than 500MB per site. The SMB offerings are described as follows:

      SMB 25 * SMB 50 * SMB 100 SMB 300 SMB 600 SMB 900
    Page views/month < 80K < 400K < 800K < 1.2M < 1.6M < 4M
    Maximum number of websites 25 50 100 300 600 900
    Acquia product support Unlimited Unlimited Unlimited Unlimited Unlimited Unlimited
    Drupal support tickets Unlimited Unlimited Unlimited Unlimited Unlimited Unlimited
    Advisory hours 12 12 12 12 12 12
    Critical response SLA 1 hour, 24x7 1 hour, 24x7 1 hour, 24x7 1 hour, 24x7 1 hour, 24x7 1 hour, 24x7
    Search queries/year 10M 10M 10M 10M 10M 10M
    Search docs indexed/year 250K 250K 250K 250K 250K 250K

    * SMB 25 and 50 subscriptions are for new Acquia Cloud Site Factory customers only, and must be part of a multi-year subscription. After the first year, these subscriptions must increase to an Acquia Cloud Site Factory SMB 100 or greater.

    2.1 Factory Stacks

    Factory Stacks can be added to Acquia Cloud Site Factory subscriptions. Each Factory Stack includes its own page views/month, maximum number of sites, and Drupal support tickets (as described in the previous table). Entitlements are not shared across Factory Stacks in a single Acquia Cloud Site Factory subscription.

    2.2 Elite

    As an optional add-on, any of the subscription tiers mentioned in this section can be upgraded to an Elite level. This will change the entitlements for the subscription as follows:

    Entitlement  
    Drupal Support Tickets Unlimited
    Advisory Hours 16
    Critical Response SLA 30 min, 24x7
    Search queries/year 50M
    Search docs indexed/year 500K
    2.3 Platform Services

    Acquia will maintain the Customer’s website(s) on the Acquia Cloud Site Factory platform during the Subscription Term. Acquia will use commercially reasonable efforts to prevent unauthorized access to the servers hosting the Customer’s website(s) and will promptly notify the Customer of any known security breaches. The Customer may submit an unlimited number of support requests related to the Acquia Cloud Site Factory platform, and as long as the root cause of the requests demonstrate that the issues are due to the Acquia Cloud Site Factory platform and not the Customer’s website(s), those tickets will not be counted towards Customer’s support ticket allotment.

    2.4 Data Centers

    The Acquia Cloud Site Factory platform utilizes an infrastructure that 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 websites or the security of Customer data. The Acquia Cloud Site Factory environment consists of major Regions and Availability Zones. Availability Zones are separate, yet interconnected, data centers in major Regions in Acquia’s global infrastructure. The Acquia Cloud Site Factory platform utilizes a highly available, redundant architecture that distributes replicated redundant server types (load balancing, caching, web and database servers) across multiple Availability Zones in the same Region. In the event that service in Customer’s assigned Availability Zone (or Region) is severely impacted, Acquia will use commercially reasonable efforts to restore the services in an alternate Availability Zone in the same Region.

    2.5 Backups

    Acquia will maintain a comprehensive backup solution which includes, without limitation, website code, static assets/files, and databases. Acquia will automatically export MYSQL database one time per day and retain these backups for three days. At the Drupal code layer, Customer-developed code may be managed and deployed by the Customer using Acquia’s Git code repository service for Acquia Cloud Site Factory PaaS subscriptions. This service allows for roll back and re-deployment of Drupal code, effectively backing up the Drupal layer so that the website’s code can be redeployed to a new web server instance as needed. In addition, Acquia conducts daily backups of website(s) files and maintains a complete and current copy of each website that will be used in the event the website must be restored by Acquia due to failure of the Service. These backups are performed as follows:

    • Daily over the previous week
    • Weekly over the previous month
    • Monthly thereafter.
    2.6 Disaster Recovery

    The Acquia Cloud Site Factory platform 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 in the same Region in the event of a total data center loss or a loss of multiple disk systems. Acquia will not provide the Customer access to these backups, and will not use these snapshots to restore website(s) due to data-loss or deletion by Customer.

    2.7 Emergency Capacity

    In the event that Acquia becomes aware that the Customer’s Acquia Cloud Site Factory platform becomes (or may become) overloaded due to greater than normal usage, in an effort to maintain website performance Acquia will notify the Customer and will take reasonable actions to increase the server capacity. The Customer agrees that Acquia, in its reasonable discretion, can unilaterally add capacity up to three times the contracted capacity, and such additional capacity will remain provisioned for a minimum of five calendar days. Such additional capacity will be billed based on Acquia’s then current pricing per 1,000 page views, and per website over Customer’s allotted coverage for page views and websites set forth in the Customer’s Order. Acquia will also make reasonable efforts to contact the Customer when it is determined a server upgrade is required. Acquia reserves the right to not provision additional server capacity if the Customer has any outstanding amounts due, or if it determines that additional capacity is unlikely to significantly improve performance, including, without limitation, when the overload is caused by an error in the Customer’s software (for example, PHP code), the Customer’s configuration of the Acquia Cloud Site Factory platform, Acquia Cloud Site Factory platform Drupal instance, Customer Drupal instance or during a denial-of-service attack. Acquia reserves the right to bill the Customer for traffic associated with a denial-of-service attack.

    2.8 Page Views

    For Acquia Cloud Site Factory platform management and billing purposes, Page Views shall be calculated as the number of requests that are made to the Customer’s application on the Acquia Cloud Site Factory server(s) as may be counted by Acquia through industry standard means, which may include one or more of the following: applicable logs, CDN forwarded requests, trackers on Customer’s application for machine and other traffic, or as may otherwise be reasonably determined by Acquia.

    2.9 Best Practices

    The Customer understands that they are responsible to build applications and workflows according to both Drupal and Acquia Cloud Site Factory best practices, unless otherwise understood and agreed by Acquia, including the following:

    • Maintaining a configured PHP memory limit of no more than 256 MB for each website
    • Storing no more than 1000 files per filesystem directory, and totalling no more than an average of 5 GB of file storage per website
    • Maintaining no more than 1s PHP response time as indicated in server logs

    For more information about best practices for your Acquia Cloud Site Factory websites, see the Acquia Cloud Site Factory product documentation .

    2.10 Excessive Burdens

    The Customer represents that it will not place excessive burdens (as indicated by Drupal and Acquia Cloud Site Factory best practices) on the Acquia Cloud Site Factory platform’s CPUs, servers, or other resources, including customer support services. The Customer understands that bandwidth connection speeds and other similar indices of capacity are maximum numbers. Consistently reaching these capacity numbers and/or significant deviation from application best practices as indicated in section 2.9 may result in Acquia’s need to place restrictions on the Customer’s use of the Acquia Cloud Site Factory platform services. The Customer further agrees that Acquia may place restrictions on the Customer’s use of the Services, including Support Services, to the extent they exceed the use of these resources for similarly situated customers.

    2.11 Connector Module

    The Customer agrees to keep the Acquia Cloud Site Factory Connector module up-to-date, meaning no more than three (3) versions behind the latest stable version announced on Acquia’s documentation website.

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.