Service Offerings

Acquia CLI Support Scope

Note

For additional information about Acquia CLI, see its product documentation.

Last updated: August 22, 2023

Component

Acquia CLI is an open source command-line interface for interacting with Cloud Platform services.

Description

Acquia Command Line Interface (CLI) is a PHP-based, Open Source tool that acts as an API wrapper that works with the Cloud Platform environment to simplify development workflows.

Supported versions

Acquia supports the Cloud infrastructure that Acquia CLI can connect to, but is not responsible for integrations with non-Acquia systems. Customers may use their allotted Advisory Support hours to engage Acquia on strategies for external integrations at a high level for general best practices. It is not the expectation that Support will be responsible for troubleshooting these external integrations, but may be able to provide context as applicable during these Advisory Support hours.

Subscription information

Acquia CLI is available as part of Cloud Platform and does not require a subscription.

Support scope

The Acquia CLI provides a convenient alternative to invoking the Cloud Platform API manually and is treated as such for the purposes of Support ticket urgency and triage. This should inherit the ticket response time from your Cloud Platform subscription.

Example Support Tickets

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

Example

Ticket Urgency

Acquia Response

The Acquia CLI commands take a long time to process.

Normal

Acquia will investigate based on the entitlement level of the Customer’s Cloud Platform Enterprise subscription.

The Acquia CLI commands are not functioning as advertised.

Normal

Acquia will investigate based on the entitlement level of the Customer’s Cloud Platform Enterprise subscription.

The Acquia CLI is not able to be downloaded or updated.

High

Acquia will investigate system availability as High issue based on the entitlement of the Customer’s Cloud Platform Enterprise subscription. This does not qualify for Critical urgency due to the optional nature of the CLI in the development cycle.

The Acquia CLI has performed an unexpected operation not matching the command or having unintended consequences on a Cloud Platform environment.

Critical

Acquia will investigate per the entitlement level of the Customer’s Cloud Platform Enterprise subscription.