Service Offerings

Cloud IDE Support Scope

Note

For additional information about Cloud IDE, see its product documentation.

Last updated: August 22, 2023

Cloud IDE is a browser-based source code editor and a Drupal development stack running on the Cloud Platform.

Component

Cloud IDE

Description

Acquia Cloud integrated development environments (IDEs) have two components:

  • A built-in IDE based on the open source engine, Theia.

  • A Drupal runtime environment that mimics traditional local development stacks, but also mimics Cloud Platform environment stack configurations.

Support scope

Cloud Platform

Acquia supports the underlying infrastructure, user interface, and functionality of each component, but is not responsible for integrations to external systems or external code repositories, or the Drupal application built within the IDE. A Customer may use their allotted Advisory Support hours, but Acquia cannot assist with specific recommendations or troubleshooting. The remote IDE environment does not support load testing.

Acquia Cloud IDEs are development environments and are treated as such for the purposes of support ticket urgency and triage. Your Acquia Cloud IDE entitlement will inherit the ticket response time from your Cloud Platform Enterprise subscription.

Example Support Tickets

For guidance purposes, refer to the following examples when filing support requests related to Cloud IDEs:

Example

Ticket Urgency

Acquia Response

Acquia Cloud IDEs are slow

Normal

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

Acquia Cloud IDEs are not performing as expected

Normal

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

Acquia Cloud IDEs are unreachable or down

Critical

Acquia will investigate as a Critical issue, per the entitlement of the Customer’s Cloud Platform Enterprise subscription.

Cannot delete, or create new Acquia Cloud IDE

Critical

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