--- title: "Service Level Agreement (SLA)" date: "2024-02-14T06:18:38+00:00" summary: "Explore Acquia's SLA response times and support tiers for Cloud Enterprise, Professional, Site Factory, DAM, and Edge subscriptions." image: type: "page" url: "/service-offerings/service-level-agreement-sla" id: "663d4a56-db19-4160-a1cd-43487daae326" --- * [Cloud Enterprise subscriptions](#cloud-enterprise-subscriptions) * [Cloud Professional subscriptions](#cloud-professional-subscriptions) * [Site Factory subscriptions](#site-factory-subscriptions) * [Acquia Edge subscriptions](#Acquia-Edge-subscriptions) * [Acquia DAM (Widen) subscriptions](#Acquia-DAM-subscriptions) * [Acquia Conversion Optimization (VWO) subscriptions](#acquia-conversion-optimization-vwo-subscriptions) * [Acquia Edge subscriptions](#Acquia-Edge-subscriptions) * [Legacy Acquia subscriptions](#legacy-acquia-subscriptions) Cloud Enterprise subscriptions ------------------------------   Standard Plus Premium Elite **Critical urgency timeframe**\* 1 hour 1 hour 1 hour 30 minutes **Critical response timeframe\*** 24x7 24x7 24x7 24x7 **High urgency timeframe\*** 8 hours\*\* 4 hours\*\* 2 hours\*\* 1 hour\*\* **Medium urgency timeframe\*** 24 hours\*\* 24 hours\*\* 24 hours\*\* 24 hours\*\* **Low urgency timeframe** 24 hours\*\* 24 hours\*\* 24 hours\*\* 24 hours\*\* **Acquia Support** 4 support contacts 4 support contacts 10 support contacts Unlimited support contacts **Remote Administration**\*\*\* Standard Standard Standard Standard **Advisory Hours per year**\*\*\* 2 6 12 16 _\* Timeframe for first Support response_ _\*\* Monday through Friday within the Customer Application's Support Region business hours, excluding regional holidays_ \*\*\* _Available for Cloud Platform Professional, Cloud Platform Enterprise, and Site Factory products only_ Cloud Professional subscriptions -------------------------------- Note A Developer Subscription/Partner Subscription is limited to support of the Acquia Infrastructure only, with no Drupal support. Support for this subscription level is available during regular business hours (8:00 AM to 5:00 PM) only. Support can be obtained by using information from the Acquia product documentation and the Support Knowledge Base; no phone support is available. This table also includes Acquia Cloud Enterprise legacy subscriptions.   Starter Basic Business Premium **Critical urgency timeframe\*** 2 hours 1 hour 1 hour 1 hour **High urgency timeframe\*** _8 hours\*\*_ _4 hours\*\*_ _3 hours\*\*_ _2 hours\*\*_ **Medium urgency timeframe\*** _1 business day\*\*_ _1 business day\*\*_ _6 hours\*\*_ _4 hours\*\*_ **Low urgency timeframe\*** _2 business days\*\*_ _2 business days\*\*_ _1 business day\*\*_ _1 business day\*\*_ **Acquia Support** Unlimited Unlimited Unlimited Unlimited **Remote Administration\*\*\*** Add-On: Standard only Standard Standard Standard **Advisory Hours per year\*\*\*** 0 2 6 12 **Bandwidth per month (Cloud Platform Enterprise)\*\*\*** 125 GB 500 GB 1 TB 2 TB _\* Timeframe for first Support response_ _\*\* Monday through Friday within the Customer Application's Support Region business hours, excluding regional holidays_ \*\*\* _Available for Cloud Platform Professional, Cloud Platform Enterprise, and Site Factory products only_ Remote Administration is not available to customers with an Acquia Insight subscription (application not hosted on Cloud Platform). Gratis subscriptions provided to the Drupal community are not eligible for tickets, advisory hours, or Remote Administration, and are subject to Acquia's Terms of Use. Some legacy subscriptions included entitlements for a limited number of tickets. These limits are no longer enforced. Site Factory subscriptions --------------------------   Standard Elite **Critical urgency timeframe\*** 1 hour 30 minutes **Critical response time\*** 24x7 24x7 **High urgency timeframe\*** 2 hours\*\* 1 hour\*\* **Medium urgency timeframe\*** 4 hours\*\* 2 hours\*\* **Low urgency timeframe\*** 24 hours\*\* 24 hours\*\* **Remote Administration**\*\*\* Standard Standard _\* Timeframe for first Support response_ _\*\* Monday through Friday within the Customer Application's Support Region business hours, excluding regional holidays_ \*\*\* _Available for Cloud Platform Professional, Cloud Platform Enterprise, and Site Factory products only._ DAM subscriptions ----------------- The Acquia DAM (Widen) Support entitlement offers a Support timeframe of 24 hours. Acquia Conversion Optimization (VWO) subscriptions -------------------------------------------------- Acquia Conversion Optimization, powered by VWO, is available in Enterprise tier for Insights - Web, Testing - Web, and Personalize - Web subscriptions.   During standard hours Outside standard hours **First response time** 4 hours 24 hours **Support availability** 24×6 (Monday 5am IST – Saturday 5am IST, excluding Indian public holidays) — Support tickets may be submitted via the [Acquia Support portal](https://acquia.com/support) or directly through the VWO Dashboard under **Need Help**. For full details on what is covered, see the [Acquia Conversion Optimization Support Scope](/service-offerings/acquia-conversion-optimization-support-scope "Acquia Conversion Optimization Support Scope") page. Acquia Edge subscriptions ------------------------- Support for Acquia Edge is provided by Acquia Support and is governed by the same support response timeframes as the customer's underlying Cloud Platform Enterprise or Site Factory subscription. For response timeframes, refer to the **Cloud Enterprise subscriptions** or **Site Factory subscriptions** tables above, as applicable to your subscription tier. For infrastructure availability commitments, see Acquia's [Service Level Policy](/service-offerings/service-level-policy-product-guide "Service Level Policy - Product Guide"). Legacy Acquia subscriptions --------------------------- Service Description Elite * 24/7 support for Critical issues * Highest level of response time available * Unlimited support tickets * Access to Technical Account Manager * Remote Administration (RA) included * Bundled Advisory Hours per your agreement * Access to Cloud Platform & product information tools * Requires Cloud Platform Enterprise * Phone support Enterprise * 24/7 support for Critical issues * Enhanced support response time * Unlimited support tickets * RA included * Bundled Advisory Hours per your agreement * Access to Cloud Platform & product information tools * Requires Cloud Platform Enterprise * Phone support Pro Plus * 24/7 support for Critical issues * Limited bundle of Advisory Hours per your agreement * Access to Cloud Platform & product information tools * Requires Cloud Platform Enterprise * Phone support Professional * Business hour support (by ticket only) * Access to Cloud Platform & product information tools * No phone support Cloud Platform Enterprise * 24/7 support for with proactive response to website issues * Unlimited infrastructure support tickets * 24/7 infrastructure monitoring * High availability options * Drupal tuned stack * Drupal developer tools * Phone support Cloud Platform Professional * Self-service support and server management * Unlimited infrastructure support tickets * 24/7 infrastructure monitoring * Monitored to ensure server availability * Drupal tuned stack * Drupal developer tools * No phone support