--- title: "Acquia Support Exchange" date: "2026-07-29T07:18:44+00:00" summary: "Schedule a 1-on-1 session with an Acquia Support Engineer. Get expert guidance, troubleshooting help, and best practices—free for eligible customers." image: type: "article" url: "/acquia-cloud-platform/help/98696-acquia-support-exchange" id: "2741106b-5ac3-42ba-a3ee-f9316aaa3801" --- **Acquia Support Exchange: Connect Directly with a Support Engineer** Acquia Support Exchange is a complimentary service that enables eligible customers to schedule a dedicated, 30-minute session with an Acquia Support Engineer.  These live sessions provide personalized technical guidance, help troubleshoot non-critical issues, answer product-specific technical questions, provide configuration assistance, and share technical and operational best practices to help you get the most from your Acquia products. The service is limited to the Acquia support scope and is conducted in English only. Review and understand the scope of Acquia support before you book the call, for more information, visit [https://docs.acquia.com/service-offerings/product-support-scope](https://docs.acquia.com/service-offerings/product-support-scope). Overview and key benefits ------------------------- After you book a session, an engineer reviews your request in advance to ensure that the meeting is focused, productive, and tailored specifically to your needs.  * ****Dedicated Expertise****: Gain direct time with a Support Engineer. * ****Proactive Preparation****: Assigned engineers review your request, relevant case history, and available technical information before the meeting to ensure a productive discussion. * ****Efficient Resolution****: Live conversations allow faster alignment on complex or nuanced topics. Use Cases for Support Exchange ------------------------------ Support Exchange is ideal for non-critical requests where a live discussion accelerates progress. * ****Troubleshooting:**** Diagnose and discuss non-critical technical issues, errors. * **Configuration Assistance:** Receive guidance on supported product configuration, settings, and general product usage within the scope of Acquia Support. * **Technical & Operational Best Practices:** Discuss configuration improvements and technical recommendations based on product documentation, support experience, and observations from available support tools where applicable. * ****General Discussions:**** Technical Q&A with an expert. Important: Do not use Support Exchange for urgent issues, business-critical issues, or production outages. Support Exchange sessions must be scheduled in advance and do not provide emergency responses. For Severity 1 (Critical) incidents, production outages, or service interruptions requiring immediate attention, continue to use standard Acquia Support channels to ensure the fastest resolution. Supported Products ------------------ Support Exchange is available for select Acquia products. To access the list of eligible products, access the booking page. How to Book a Session --------------------- ![Acquia Support Exchange Flyer](https://acquia.widen.net/content/epnnmkxyec/web/a4312_Acquia%20Support%20Exchange%20Flyer.gif?animate=true&v=8be9e8a4-4d66-4066-940d-a4eeb8acfdbe) ### Step 1: Preparation Guidelines To maximize your 30-minute session, ensure that you: * ****Schedule sessions****: Reserve sessions at least 48 hours in advance. * ****Provide context****: Include a clear description of your question or issue. * ****Include references****: Attach relevant ticket numbers, URLs, or environment details. * ****Ensure availability****: Plan to attend the full 30-minute window. * **Share existing cases:** If your request relates to an existing Support case, include the case number when submitting your booking. ### Step 2: Booking Process To book a session: 1. Click ****Book a Support Exchange Session****. 2. Select your product. 3. Choose an available date and time. 4. Complete the request form with details about your topic. 5. Check your inbox for a confirmation email containing meeting details and join links. Frequently Asked Questions -------------------------- #### Is Support Exchange included with my support subscription? Yes. Support Exchange is available to eligible customers at no additional charge for supported products. #### Can I book a session for the same day?  No. Support Exchange sessions require a minimum 48-hour lead time. This lead time provides your assigned engineer sufficient time to review your request, gather relevant information, and prepare for the discussion. #### What type of guidance can I expect during a Support Exchange session?  Support Exchange focuses on technical assistance from Acquia Support Engineers. This assistance includes troubleshooting, product functionality, configuration assistance, general product usage guidance, and technical recommendations that fall in the scope of Acquia Support. #### What if my request falls outside the scope of Acquia Support?  If your request requires assistance outside the scope of Acquia Support, your Support Engineer explains the next steps and guides you to the appropriate Acquia team. #### How long is each session? Each session is scheduled for 30 minutes. #### Can I discuss multiple topics during one session? Yes, as long as the topics relate to each other and fit within the 30-minute timeframe. If additional technical discovery is required, the assigned engineer will outline appropriate next steps. #### What happens after my session ends? If follow-up action or further investigation is required, the engineer documents session notes and continues working with you through standard support ticket channels. #### Can I use Support Exchange for critical issues? No. Submit critical and production-impacting incidents through standard Acquia Support channels for immediate routing and response. Get Started ----------- To reserve a dedicated session with an Acquia Support Engineer, visit [Book a Support Exchange Session](http://supportexchange.acquia.com/).