Service Offerings

DAM Support Scope

Note

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

Last updated: August 22, 2023

Component

Acquia DAM

Description

Following the Acquia and Widen merger, there are currently two different customer support channels to request assistance with Acquia DAM (formerly Widen) and Acquia Drupal Cloud or Marketing Cloud products.

Please review the following list of criteria and contact the most appropriate team for assistance.

Acquia DAM (Widen) team:

  • Diagnosis of issues related to the Acquia DAM suite of applications: Assets, Entries, Insights, Portals, Templates, Workflow and Acquia-managed integrations.

  • Support will be provided in accordance with the Acquia Starter Subscription.

Contact Customer Support within the application or Widen Connect.

Acquia Drupal Cloud and Marketing Cloud teams:

  • Support for any Drupal modules required for the integration of Acquia DAM with any Acquia Drupal Cloud or Marketing Cloud product.

Partners:

  • Development and support of partner integrations.

Supported versions

  • Drupal 7.x

  • 9.x and later

Subscription information

  • Acquia DAM Starter

  • Acquia DAM Professional

Support scope

Included support services

Acquia shall make available telephone, web submission and live chat support services (“Support Services”) to respond to Users’ inquiries regarding the Services or any part thereof. Support Services shall be available Monday through Friday (excluding national holidays). Support hours, holidays and Case access are detailed in our How do I create a case for Support? article. The online knowledge base is available 24/7 at https://community.widen.com/collective.

Acquia will use priority categories to provide a consistent classification of Services issues, which allows for better communication with Customer regarding the nature of the Services issue.

Infrastructure, security, and upgrades

Acquia uses Amazon Web Services (“AWS”) for hosting the Acquia DAM web applications, including the storage, processing and distribution of digital assets. The AWS storage of digital assets uses Amazon Simple Storage Service (“Amazon S3”), which is internet storage designed to improve web-scale computing. The AWS processing of digital assets uses Amazon Elastic Compute Cloud (“Amazon EC2”), which is designed to increase computing capacity for improved web application performance. AWS’ commitment to Customer data safeguard processes and controls is detailed in AWS’ certifications and accreditations, which include SOC 2/SSAE 16/ISAE 3402, ISO 27001, FISMA Moderate, PCI DSS Level I and FIPS 140-2, among other compliance initiatives. For more information about AWS security, visit http://aws.amazon.com/security/.

AWS redundancy and durability

All data is redundantly stored in Amazon S3 on multiple devices across multiple facilities in an Amazon S3 Region. To help ensure durability, Amazon S3 synchronously stores data across multiple facilities and maintains that durability by detecting and repairing any lost redundancy. Designed to sustain the concurrent loss of data in two geographically separate facilities, Amazon S3 also regularly verifies the integrity of data stored. If corruption is detected, it is repaired using redundant data. More detailed information is available at http://aws.amazon.com/s3/.

Further, all data is backed up in a completely separate Amazon S3 Region, and redundantly stored in Amazon Glacier on multiple devices across multiple facilities and maintains that durability by detecting and repairing any lost redundancy. Designed to sustain the concurrent loss of data in two geographically separate facilities, Amazon Glacier also regularly verifies the integrity of data stored. If corruption is detected, it is repaired using redundant data. More detailed information is available at https://aws.amazon.com/glacier/.

Security upgrades

Security upgrades will occur as new security methods are introduced. The Acquia security management team investigates and improves security as needed. Customer administrators will be notified in advance regarding any anticipated downtime due to security upgrades.

Power supply

In the event of a power outage, Acquia generates its own electricity to ensure that all Acquia headquarters systems stay active until power is restored.

New feature upgrades

Concentrating on continuing development for system improvement, Acquia releases new included features on an ongoing basis to enhance existing functionality. New features are available for Implementation into existing systems during the release cycles. Some new features are proactively developed based on market research and may be offered to all Customers at an additional charge. For clarity, new features which are offered to Customers at an additional charge are optional for Customers.

Release schedule

Acquia will issue updates to Customer’s Site with additional features and improvements on a two-week release cycle, with release notes available within the knowledge base https://community.widen.com/collective. Customer administrators will receive advance notification of upcoming releases.

Interface upgrades

Acquia’s revisions to design elements of system appearance and functionality occur on an as-needed basis for ease of use. Acquia may change the interface at any time to accommodate ongoing changes in technology and User demand. Any such changes shall be communicated to Customer’s administrator(s) and support shall be provided free of charge in the event of questions.

Recovery objectives

Recovery time objective (“RTO”) and recovery point objective (“RPO”) are four (4) hours and one (1) hour, respectively. RTO is the targeted duration of time within which the Services must be restored after a disaster (or disruption) within the AWS infrastructure. RPO is the age of files that must be recovered from backup storage for normal operations to be restored after a disaster (or disruption) within the AWS infrastructure.