Service Offerings

Customer Data Platform Support Scope

Note

For additional information about Customer Data Platform, see its product documentation.

Last updated: October 27, 2023

Acquia provides Customer Data Platform (CDP) to help companies increase their revenue and profitability through its modules such as Actions and Integration, Platform and Analytics, and Machine Learning.

Component

Customer Data Platform

Supported versions

V6

Subscription information

Customer Data Platform

Critical urgency timeframe

2 hours

High urgency timeframe

8 hours*

Medium urgency timeframe

2 business days*

Low urgency timeframe

4 business days*

* Monday through Friday within the Customer Application’s Support Region business hours, excluding regional holidays

Support scope

Acquia Support will provide the following support to Customer Data Platform:

  • Acquia Support will answer questions about and diagnose problems with Campaigns, Connectors, Customer 360 Profiles, Data Export, Metrics, Data Quality and Identity Resolution, and Interactive Queries.

  • Acquia Support will assist the Customer with access requests such as adding and removing users from Customer Data Platform. Acquia will need a minimum of 2 business days to add users to the platform. Acquia will also troubleshoot access issues such as disabled users and password lockouts.

Acquia Support assists other Acquia teams with the diagnosis of problems with data refresh times, data loading record checkers, and webtag issues if identified through internal monitoring for Production and Production-UAT clients.

Acquia does not assist with business consultation or marketing best practices. Acquia Support does not add or modify customer-specific business logic. Those services are available from Acquia Professional Services.