Service Offerings

Out-of-scope applications

The following applications are not supported by Acquia. This list is not fully inclusive, but is meant to be representative.

Although Customers may choose to install or implement these applications in their environment as part of their comprehensive solution, Acquia will not troubleshoot these or other installed and non-supported applications, and reserves the right to request Customers to disable these applications if it prevents troubleshooting efforts. If the application is hosted on an Acquia platform, Acquia reserves the right to disable the application as part of diagnostic and recovery operations.

Applications on Cloud Platform must be compatible with high-availability databases. Cloud Platform does not support applications that write to a subordinate database.

The following are considered out-of-scope for Acquia’s support offering:

  • Backdrop CMS

  • CiviCRM

  • Disqus

  • Magento

  • Moodle

  • phpBB

  • phpMyAdmin

  • piwik

  • Shibboleth

  • vBulletin

  • Applications that require compiled standalone libraries (not php extensions)

  • Custom (non-Drupal) modules constantly running ingestion scripts and or search indexing scripts

  • Version control applications that are not Git

  • WordPress

The following applications are not supported and cannot be installed on Cloud Platform:

  • Aegir

  • Behat

  • Custom daemons or services, such as Jabber or Microsoft Exchange

  • Java applications

  • Hudson / Jenkins

  • MongoDB

  • Perl/Python/Ruby scripts that require additional libraries

  • Redis

For a list of applications and programming languages that are supported by Cloud Platform, see Cloud Platform technology platform and supported software.

Local environments

Troubleshooting issues in a local environment is out-of-scope for Acquia Support.

Some of the previously listed unsupported applications (such as Behat or Jenkins) offer SaaS implementations, or can be installed in your local environment and then integrated externally with your Acquia workflow environment. Acquia Support does not provide support for specific implementation and use of integrations. Acquia Support can, however, provide general guidance on using the Cloud Platform API. To implement specific integrations, you can schedule a Professional Services engagement.


There may be limitations to using MySQL views, custom MySQL functions, stored procedures and triggers in the Acquia environment. If your application requires the use of these features, review this with the Acquia Customer Support team prior to launching your website or deploying updated code.

Decoupled Drupal

Acquia Support does not provide code review services or assist with diagnosis for node.js or decoupled Drupal applications, but those are available from Acquia Professional Services. Acquia only supports the infrastructure and Cloud interface.

You can use one of the following ways to decouple Drupal:

  • Progressively decoupled Drupal consists of interpolating a JavaScript framework into the Drupal front-end without leveraging server-side rendering through Node.js.

  • Fully decoupled Drupal involves a complete separation of concerns between the structure and presentation of content, so that front-end developers have more control and freedom. This approach results in a loss of some out-of-the-box Content Management System (CMS) functionality such as in-place editing or content preview.

Troubleshooting non-Drupal front-end applications, whether hosted on the Cloud Platform environment or not, is currently out of scope if not explicitly covered under an Acquia Support contract. Customers are responsible for the proper functioning, performance, diagnosis, and repair of non-Drupal front-end applications in a decoupled configuration.

Content Delivery Networks

Acquia Support can review general best practices for usage of Content Delivery Networks (CDNs) within Cloud Platform and discuss Varnish® caching and other website performance aspects on a general level. Website-specific performance evaluations, determination of requirements, or configuration reviews are beyond the scope of Acquia Support. Acquia fully supports the Cloud Platform CDN and Acquia Edge solutions, but does not configure or manage third-party CDN configurations on behalf of Customers. In-depth reviews, configuration, or investigation of CDN issues are available at Acquia’s standard professional services rates.

Load tests

Acquia strongly encourages customers to perform load tests in a clone of the production environment in advance of any major code release. Certain performance impacting issues can be only be found through proper load testing and is the best way to reduce launch risk. For more information about readying your website for a significant future event, see Preparing for a high-traffic event or website launch.

Acquia Support can provide best practice advice on the process of load testing, and best practice advice on how to resolve specific findings from load testing. Acquia Support does not design, conduct, or monitor a load test, nor does Support interpret or analyze the results of load tests; however, all of these services are available from Acquia as separate engagements. Contact your Account Manager for details.

For valid results, load tests must be conducted on a clone of your website’s production environment, or in the current production environment if the website is not yet launched. Acquia provides access to dedicated load balancers specifically for load testing purposes by prior arrangement. Customers cannot use shared hardware for load testing as this will negatively impact production websites for other customers. Contact Acquia Support to request access to a dedicated load balancer for testing purposes.

Customer Custom code

For custom modules, themes, and configuration, Acquia Support will attempt to identify website issues linked to custom code. Acquia may also identify particular aspects of custom code that may be responsible for the reported issue.

By nature, ephemeral problems may be masking any problems created by custom code. Even when custom code issues are reproducible in Cloud Platform, it is out of scope for Acquia Support to take any further steps to diagnose and resolve such issues. Therefore, it is the responsibility of the Customer to fix the issue. This may include the Customer’s team taking copies of the database and codebase and trying to reproduce and fix the problem locally, and then testing the solution before deploying to Cloud Platform again.

In some cases, Acquia Support may suggest a possible fix, or alternatively next steps to troubleshoot further. However, for any issues with custom code, it is the responsibility of the Customer to implement the actual fix and test if for any regressions. When the cause responsible for the custom code becoming inoperable on our platform cannot be identified, it is the responsibility of the Customer to resolve the problem.

Your account manager may be able to provide guidance on engaging with professionals that can help with custom code issues. For example, Acquia Professional Services or Partner engagement. Alternatively, the Customer can contact a Drupal development team in their region.