Last updated: May 20, 2025

Acquia Optimize Product Guide¶

Multiple Accounts, Transfer Prohibited. Customer shall not have more than one (1) account and shall not sell, trade, or transfer that account to any other person or entity.

Customer Responsibilities. It is Customer’s responsibility to ensure that any of Customer’s websites are compatible with the Service Provider’s tools. If Customer is using an AJAX application, the AJAX application must be designed to allow a crawler to access its content. Customer must use the current version of a well-known Internet browser such as Firefox, Chrome, Safari, Internet Explorer, or Edge. Regardless of the Web browser or coding language used, Customer shall ensure that the Service Provider’s crawler is not blocked by any of the Customer’s technology.

Service Levels. The Services shall be available ninety-nine Percent (99.0%) of the time, measured monthly, excluding holidays and weekends and scheduled maintenance (“Monthly Target Availability”). If Customer requests maintenance during these hours, any uptime or downtime calculation will exclude the periods affected by such maintenance. Further, any downtime resulting from outages of third-party connections or utilities or other reasons beyond Acquia’s control will also be excluded from any such calculation. If the actual monthly availability during two consecutive months or three months in any six-month period was less than the Monthly Target Availability, Customer may terminate the applicable Order upon seven days advance written notice to Acquia. This right to termination is Customer’s sole and exclusive remedy, and Service Provider’s entire liability, in connection with Service availability.

Pricing and Overages. Acquia Optimize is licensed based on the number of pages scanned. The number of pages scanned is defined as the total number of pages and documents crawled by Acquia Optimize in a scan of all Customer domains within the Acquia Optimize platform, where multiple crawls of the same page or document are each individually counted as one scanned page. This information is accessible through the administrator's interface in the Acquia Optimize product, and Acquia, Inc. reserves the right to audit and validate the Customer's usage of the system at any time, typically on a monthly basis, for the purpose of ensuring compliance with the licensing terms.

If the Customer exceeds the number of pages and documents included in their licensing package for any three (3) months in a given twelve-month subscription term, the Customer must either upgrade to an appropriate licensing tier that accommodates the additional usage or reduce the number of pages scanned using available configuration options.

In the event that the Customer neither upgrades to an appropriate tier nor reduces the number of pages scanned or domains, Acquia, Inc. reserves the right to restrict the number of pages scanned to ensure compliance with the licensed limits.

Reliance on the Services; Assumption of the Risk. Customer acknowledges that Acquia Optimize is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete, or more timely sources of information. Customer acknowledges further that any reliance on the Services is at Customer’s own risk.

Restriction on Pages and Information Scanned. Acquia Optimize is intended to be used to scan only Customer’s public-facing web pages. For the avoidance of doubt, in no event shall Customer utilize Acquia Optimize to scan private areas of Customer’s websites, such as those areas that are password-protected or contain private information about Customer and/or its users, employees, contractors, officers, directors, and/or other agents. In the event Customer so utilizes Acquia Optimize in such a manner, Customer agrees and acknowledges that Acquia shall not be held liable for any damages arising from or related to the same, including but not limited to damages that may arise related to the failure to comply with data protection rules and regulations.

Customer shall utilize Acquia Optimize to scan only those URLs and domains belonging to Customer and/or for which Customer has a license to operate and manage the same. In no event shall the Software be used to scan URLs and domains outside of Customer’s control or otherwise in bad faith. To the extent permitted by law, Customer shall defend, indemnify, and hold harmless Acquia for any and all damages related to or arising from Customer’s breach of this provision.

Acquia Optimize Support Scope¶

Component¶

Acquia Optimize

Description¶

Acquia Optimize is a website optimization and compliance tool that monitors and helps you to improve your website’s accessibility score, content quality, branding, SEO, data privacy, core web vitals and more.

Acquia Optimize offers automated scans and error detection.

The Acquia Optimize support chat does not allow users to set the priority of new issues. The Customer Experience team escalates to the appropriate level of support if they are unable to help, based upon the conversation with the customer and the subsequent investigation by the support team.

At this time, Acquia Optimize support does not have Service Legal Agreements (SLAs) around how quickly a ticket is escalated to critical and how quickly the customer gets a response, as well as the time it takes to resolve low priority issues. This is because we do not have the information about the severity of the issue until the conversation is started.

Customer Support¶

This section provides information about Acquia Optimize product support scope.

• Online Training Sessions

  New users can set up live online training sessions for team members. Click the Book Online Training button on the upper right side of the Acquia Optimize application for information on how to set up a training session.

  If needed, contact the Optimize support team or use the chat and help features inside the application for more help and advice

• Email Templates Acquia Optimize provides a handy Email Template Instructions guide with email templates for various stakeholders to make it easier to set up the training sessions. ​

• Email Support

  Send an email any time to the Optimize support team. ​

• Chat Support

  Reach out to us with the Live Support Chat system inside the Acquia Optimize application for more help and advice.

• Knowledge Base

  The Acquia Optimize platform offers a Knowledge Base help center with lots of valuable guides to help you get started.

  Access the Knowledge Base (question mark icon) from the top menu bar on every page of Acquia Optimize.

• Accessibility Help Center

  The Accessibility Help Center gives information and examples about the acceptance criteria, reasoning, and ways to fix accessibility errors.

  Access it with the Help Center (graduation cap icon) next to the issue in the Accessibility Checklist page, page view, or from the Accessibility FastTrack® page.

• Webinars
  Webinars are added continuously. 
  Contact our Support team to request a webinar.
  For more information, visit:
  Acquia Optimize Webinars.​
• Acquia Optimize Content Library
  The Acquia Optimize collection of ebooks, checklists, workbooks, guides and more is available on the Acquia Optimize homepage.

• Accessibility Training

  Acquia provides extensive Accessibility training and support online. This training is available to all customers with the use of our platform. Our one-on-one sessions and webinars provide walkthroughs of the Acquia Optimize and answer many of the questions your team may have. We also offer training with a certified web accessibility consultant.

  Contact our Support team to set up a training session for your team. ​

• Acquia Optimize for Developers

  For advanced users, our developer document repository contains documentation and help files for web developers. ​Acquia Optimize for Developers. ​

• Supported versions

  Acquia Optimize is not based on a version-support model as we operate an evergreen platform, meaning our customers always receive the latest version, with new product releases happening weekly.

  Support scope¶

  Acquia Optimize follows the Acquia support scope guidelines that are defined in the Acquia SLA.

  Example Support Tickets¶

  For guidance purposes, refer to the following examples when filing support requests related to Acquia Optimize:

  Example¶	Ticket Urgency¶	Acquia Response¶
  The Acquia Optimize scan takes a long time to process.	N/A	The Acquia Optimize Customer Experience team investigates and responds to tickets generated by the customer in Intercom Chat. When an issue is determined to be more severe, the Acquia team works to resolve the issue as their highest priority and escalates the issue with a Jira Ticket in a timely manner to second level support as needed.
  A technical setup issue that requires assistance from a higher level of support.	Normal	Second-level support tickets are resolved in most cases. More serious issues are redirected in Jira to the team that can provide the next level of support.
  A bug is found in the platform.	High	Depending on the impact, other teams such as the development team may be brought in to resolve the issue as close to immediately as possible. When an issue is determined to be High priority, it is investigated and worked with a high degree of urgency. More serious issues are redirected in Jira to the senior development team.
  The Acquia Optimize platform is unavailable or so sufficiently impacted that it is unusable for a high percentage of or all customers.	Critical	The last and highest level of support for critical issues is the senior development team. ​ When an issue is determined to be Critical, the Acquia (senior development team works to resolve the issue as their highest priority. Other teams may be involved as needed in order to resolve the issue as close to immediately as possible.

Document Changelog¶

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