Service Offerings

Support Users Guide

Revision date: May 31, 2023.

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This Support Users Guide describes the specific Support services provided by Acquia to our customers. Acquia will update this guide from time-to-time to reflect enhancements to our service and policy updates.



Contacting Acquia Support

Provides information about different methods to contact Acquia Support and the process to create Support tickets.

Supported software life cycle

Provides an overview of Acquia’s version support policy, details of the support life cycle phases, and descriptions of supported software environments.

Customer resources

Provides information about the resources Acquia offers users for support, Acquia’s support policy, and customer success tips.

Infrastructure, security, & upgrades

Provides information about Acquia’s platform maintenance and security upgrades, emergency maintenance and resizing, infrastructure support, and Varnish Configuration Language (VCL) policy.

Root Cause Analysis (RCA)

Provides information about Acquia’s root cause analysis policy and process.

Service Level Agreement (SLA)

Provides information about Acquia’s service level agreements for each subscription.

Out-of-scope applications

Provides information about applications, environments, and services that are out of Acquia’s support scope.

Acquia Product Support Scope

Provides information about the scope of support for each of Acquia’s products and services.

Other Services Support Scope

Provides information about the scope of support for other services.

Acquia Inc. reserves the right to change the Support Users 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.