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Maintenance Communications
To ensure the security and performance of Acquia products and services, Acquia conducts regular maintenance adhering to the standards defined in Shared Responsibility model.
Acquia uses the following processes for maintenance:
| Process | Description | Method of communication |
| Platform-wide | Maintenance that is rolled out to the entire platform either simultaneously or on a region-by-region basis. This is a required maintenance delivered to all products or services across the platform. This process cannot accommodate customer scheduling requests. | Acquia Maintenance |
| Product/service specific | Maintenance that is specific to an individual Acquia product or service. This maintenance process is unique to the type of product or service being updated, such as module updates, software upgrades, and product version upgrades. This process may accommodate customer scheduling requests depending on the product or service. | Acquia Maintenance |
| Individual customer scheduling | Maintenance that is specific to an individual customer application or instance. This maintenance is unique to the customer and does not impact a larger platform, or product or service audience. This process can often accommodate customer scheduling requests. | Direct email or Support case |
Acquia makes every reasonable effort to limit communications to customers directly affected by an issue. Depending on the scope and urgency, Acquia may choose to use several communication channels to reach customers promptly.
Acquia notifies customers about the following types of events:
| Type of maintenance | Scheduling period | Description |
|---|---|---|
| Scheduled maintenance | Between 11:00 PM and 7:00 AM local time | Planned maintenance to ensure the security or performance of your application. Acquia typically notifies about this maintenance through Acquia Maintenance. To reduce the impact to you and your website visitors, Acquia aims to schedule the maintenance between 11:00 PM and 7:00 AM local time in your hosting region. |
| Unscheduled maintenance | Begins when a security issue is announced or if your instance becomes impaired and requires maintenance | Urgent maintenance to ensure the security or performance of your application.
For some unscheduled maintenance events such as critical security events, Acquia works to resolve the issue and notifies you promptly. |
| Product changes or improvements | Scheduled 30 to 90 days in advance | Product changes or improvements to:
|
Acquia Maintenance is the main channel Acquia uses to communicate to customers about maintenance for Acquia products and services. Acquia may choose any of the following communication channels:
| Channel | Description |
|---|---|
| Acquia Maintenance | Communicating about maintenance for a platform-wide or product/service-wide maintenance on maintenance.acquia.com. This is a private page accessible to all Acquia customers using Acquia ID. Customers can subscribe to Acquia Maintenance for customized notifications about maintenance for specific products/services using the following same instructions provided here: Acquia Status. |
Sending notifications through emails. By default, emails are sent to all users with the permission: Include as a collaborator on all tickets by default. To provide a new role to a team member or to edit a role to assign permissions, see Working with roles and permissions. | |
| In product messaging (IPM) | Sending notifications directly in the product user interface. |
| Acquia Status | Communicating about product/service outages and availability on status.acquia.com. Customers can subscribe to Acquia Status for customized notifications about incidents for specific products/services. |
Based on the nature and urgency of the message, Acquia may either use one particular channel or multiple channels in conjunction.
These changes are typically scheduled 30 to 90 days in advance to ensure that the customers have enough time to make the required changes to take advantage of new developments.
The channel used to communicate a change depends on the length of the campaign, the number of customers involved, and the impact of the change on application performance or the user interface. These changes often occur with a product release. Therefore, Acquia notifies about these changes through release notes and release notifications. Acquia may notify customers about specific changes or improvements through Acquia maintenance, email communication, Support tickets, or direct outreach from the Account Manager or Technical Account Manager. Acquia sends at least two notifications about such a change.
| End-of-life (EOL) campaigns | Timing of the changes are scheduled to allow customers enough time to make any necessary changes to their applications | EOL campaigns to ensure that all components of Acquia products, product features, and other Acquia services remain secure, supported, and up-to-date. Obsolete platform components may impact website performance or security and may require changes to subscriber applications. These campaigns typically span 3 to 6 months so that Acquia gets time to work with customers to ensure minimal application impact. The timing of the changes are scheduled so that customers get enough time to make any necessary changes to their applications. During EOL campaigns, Acquia contacts customers several times through various communication channels, such as an announcement on our Software end-of-life schedule, updates on Acquia Maintenance, pages in the Acquia Docs and knowledge base, email notices, Support cases, and direct outreach from an Account Manager, Technical Account Manager, or Acquia Support. |
| Support tickets | Sending notifications directly to customers through Support tickets. By default, all new Support tickets copy customers with the Include as a collaborator on all tickets by default permission. To provide a new role to a team member or to edit a role to assign permissions, see Working with roles and permissions. |
| EOL calendar | Publishing the end-of-life dates for Acquia’s products on the Software end-of-life schedule. |
If this content did not answer your questions, try searching or contacting our support team for further assistance.
| End-of-life (EOL) campaigns | Timing of the changes are scheduled to allow customers enough time to make any necessary changes to their applications | EOL campaigns to ensure that all components of Acquia products, product features, and other Acquia services remain secure, supported, and up-to-date. Obsolete platform components may impact website performance or security and may require changes to subscriber applications. These campaigns typically span 3 to 6 months so that Acquia gets time to work with customers to ensure minimal application impact. The timing of the changes are scheduled so that customers get enough time to make any necessary changes to their applications. During EOL campaigns, Acquia contacts customers several times through various communication channels, such as an announcement on our Software end-of-life schedule, updates on Acquia Maintenance, pages in the Acquia Docs and knowledge base, email notices, Support cases, and direct outreach from an Account Manager, Technical Account Manager, or Acquia Support. |
| Support tickets | Sending notifications directly to customers through Support tickets. By default, all new Support tickets copy customers with the Include as a collaborator on all tickets by default permission. To provide a new role to a team member or to edit a role to assign permissions, see Working with roles and permissions. |
| EOL calendar | Publishing the end-of-life dates for Acquia’s products on the Software end-of-life schedule. |
If this content did not answer your questions, try searching or contacting our support team for further assistance.
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