Service Offerings

Personalization Support Scope

Note

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

Personalization unifies customer content and profile data from multiple sources to deliver in-context, personalized experiences across any channel or device.

Last updated: August 22, 2023

Component

  • Acquia Personalization Classic

  • Acquia Personalization

    • Profile Manager

    • Experience Builder

    • Content Hub

Supported versions

Subscription information

  • Acquia Personalization - Premium

  • Acquia Personalization Starter - Premium

Personalization**

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

** Applies to stand-alone Personalization only. Personalization bundled with Drupal Cloud follows Drupal Cloud scope of support services.

Support scope

Acquia Support will diagnose problems with the Acquia Personalization module, the Acquia Personalization administrative interface, or customer-created personalizations. Acquia Support will not be responsible for troubleshooting code-level integrations between Acquia Personalization and Drupal. Acquia Support can discuss configuring campaigns or understanding Acquia Personalization reports as part of advisory hours.

Acquia Support will provide the following support to these Acquia Personalization components:

  • Profile Manager: Diagnose problems with the Acquia Personalization Web Administrative interface.

  • Experience Builder: Diagnose problems with the Acquia Personalization module, Experience Builder UX, and associated customer-created rules and segments.

  • Content Hub: Unlimited product support when connected to Drupal using Acquia-provided connector modules.

  • Content Hub:

    • Acquia ensures application availability and provides unlimited support for Content Syndication infrastructure issues which impact application availability or functionality as outlined in the documentation.

    • Acquia provides Content Syndication application support when connected to Drupal using Acquia-provided connector modules. Application support means Acquia will assist with diagnosis and repair of standard application functions including configuration, syndication of content between Content Hub-connected Drupal sites, and server resource troubleshooting during syndication.

    • Acquia will address how-to’s and best practices questions to assist customers in obtaining the most value from the system.

    • When using the Content Syndication API, support is limited to verifying network connectivity between Content Syndication and the connected application and to troubleshooting data flow issues through log analysis of Acquia applications. Acquia does not diagnose custom or third-party applications connected to Content Syndication.

    • The health or integrity of customer content is a customer responsibility apart from Acquia’s scope of service, which is limited to assuring the system can distribute content. Content Syndication includes a configurable email notification of stale content per website for customer awareness.

Acquia Support will not be responsible for troubleshooting code-level integrations between Acquia Personalization and Drupal. Acquia Support can discuss configuring campaigns or understanding Acquia Personalization reports as part of advisory hours.