Service Offerings
Service Level Agreement (SLA)
| Standard | Plus | Premium | Elite | |
|---|---|---|---|---|
| Critical urgency timeframe* | 1 hour | 1 hour | 1 hour | 30 minutes |
| Critical response timeframe* | 24x7 | 24x7 | 24x7 | 24x7 |
| High urgency timeframe* | 8 hours** | 4 hours** | 2 hours** | 1 hour** |
| Medium urgency timeframe* | 24 hours** | 24 hours** | 24 hours** | 24 hours** |
| Low urgency timeframe | 24 hours** | 24 hours** | 24 hours** | 24 hours** |
| Acquia Support | 4 support contacts | 4 support contacts | 10 support contacts | Unlimited support contacts |
| Remote Administration*** | Standard | Standard | Standard | Standard |
| Advisory Hours per year*** | 2 | 6 | 12 | 16 |
* Timeframe for first Support response
** Monday through Friday within the Customer Application’s Support Region business hours, excluding regional holidays
*** Available for Cloud Platform Professional, Cloud Platform Enterprise, and Site Factory products only
A Developer Subscription/Partner Subscription is limited to support of the Acquia Infrastructure only, with no Drupal support. Support for this subscription level is available during regular business hours (8:00 AM to 5:00 PM) only. Support can be obtained by using information from the Acquia product documentation and the Support Knowledge Base; no phone support is available.
This table also includes Acquia Cloud Enterprise legacy subscriptions.
| Starter | Basic | Business | Premium | |
|---|---|---|---|---|
| Critical urgency timeframe* | 2 hours | 1 hour | 1 hour | 1 hour |
| High urgency timeframe* | 8 hours** | 4 hours** | 3 hours** | 2 hours** |
| Medium urgency timeframe* | 1 business day** | 1 business day** | 6 hours** | 4 hours** |
| Low urgency timeframe* | 2 business days** |
* Timeframe for first Support response
** Monday through Friday within the Customer Application’s Support Region business hours, excluding regional holidays
*** Available for Cloud Platform Professional, Cloud Platform Enterprise, and Site Factory products only
Remote Administration is not available to customers with an Acquia Insight subscription (application not hosted on Cloud Platform).
Gratis subscriptions provided to the Drupal community are not eligible for tickets, advisory hours, or Remote Administration, and are subject to Acquia’s Terms of Use.
Some legacy subscriptions included entitlements for a limited number of tickets. These limits are no longer enforced.
| Standard | Elite | |
|---|---|---|
| Critical urgency timeframe* | 1 hour | 30 minutes |
| Critical response time* | 24x7 | 24x7 |
| High urgency timeframe* | 2 hours** | 1 hour** |
| Medium urgency timeframe* | 4 hours** | 2 hours** |
| Low urgency timeframe* | 24 hours** | 24 hours** |
| Remote Administration*** | Standard | Standard |
* Timeframe for first Support response
** Monday through Friday within the Customer Application’s Support Region business hours, excluding regional holidays
*** Available for Cloud Platform Professional, Cloud Platform Enterprise, and Site Factory products only.
The Acquia DAM (Widen) Support entitlement offers a Support timeframe of 24 hours.
Acquia Edge subscriptions adhere to Acquia's standard Service Level Policy.
| Service | Description |
|---|---|
| Elite |
|
| Enterprise |
|
| 2 hours** |
| 1 hour** |
| Medium urgency timeframe* | 24 hours** | 24 hours** | 24 hours** | 24 hours** |
| Low urgency timeframe | 24 hours** | 24 hours** | 24 hours** | 24 hours** |
| Acquia Support | 4 support contacts | 4 support contacts | 10 support contacts | Unlimited support contacts |
| Remote Administration*** | Standard | Standard | Standard | Standard |
| Advisory Hours per year*** | 2 | 6 | 12 | 16 |
* Timeframe for first Support response
** Monday through Friday within the Customer Application’s Support Region business hours, excluding regional holidays
*** Available for Cloud Platform Professional, Cloud Platform Enterprise, and Site Factory products only
A Developer Subscription/Partner Subscription is limited to support of the Acquia Infrastructure only, with no Drupal support. Support for this subscription level is available during regular business hours (8:00 AM to 5:00 PM) only. Support can be obtained by using information from the Acquia product documentation and the Support Knowledge Base; no phone support is available.
This table also includes Acquia Cloud Enterprise legacy subscriptions.
| Starter | Basic | Business | Premium | |
|---|---|---|---|---|
| Critical urgency timeframe* | 2 hours | 1 hour | 1 hour | 1 hour |
| High urgency timeframe* | 8 hours** | 4 hours** | 3 hours** | 2 hours** |
| Medium urgency timeframe* | 1 business day** | 1 business day** | 6 hours** | 4 hours** |
| Low urgency timeframe* | 2 business days** | 2 business days** | 1 business day** | 1 business day** |
| Acquia Support | Unlimited | Unlimited | Unlimited | Unlimited |
| Remote Administration*** | Add-On: Standard only | Standard | Standard | Standard |
| Advisory Hours per year*** | 0 | 2 | 6 | 12 |
| Bandwidth per month (Cloud Platform Enterprise)*** | 125 GB | 500 GB | 1 TB | 2 TB |
* Timeframe for first Support response
** Monday through Friday within the Customer Application’s Support Region business hours, excluding regional holidays
*** Available for Cloud Platform Professional, Cloud Platform Enterprise, and Site Factory products only
Remote Administration is not available to customers with an Acquia Insight subscription (application not hosted on Cloud Platform).
Gratis subscriptions provided to the Drupal community are not eligible for tickets, advisory hours, or Remote Administration, and are subject to Acquia’s Terms of Use.
Some legacy subscriptions included entitlements for a limited number of tickets. These limits are no longer enforced.
| Standard | Elite | |
|---|---|---|
| Critical urgency timeframe* | 1 hour | 30 minutes |
| Critical response time* | 24x7 | 24x7 |
| High urgency timeframe* | 2 hours** | 1 hour** |
| Medium urgency timeframe* | 4 hours** | 2 hours** |
| Low urgency timeframe* | 24 hours** | 24 hours** |
| Remote Administration*** | Standard | Standard |
* Timeframe for first Support response
** Monday through Friday within the Customer Application’s Support Region business hours, excluding regional holidays
*** Available for Cloud Platform Professional, Cloud Platform Enterprise, and Site Factory products only.
The Acquia DAM (Widen) Support entitlement offers a Support timeframe of 24 hours.
Acquia Edge subscriptions adhere to Acquia's standard Service Level Policy.
| Service | Description |
|---|---|
| Elite |
|
| Enterprise |
|
| Pro Plus |
|
| Professional |
|
| Cloud Platform Enterprise |
|
| Cloud Platform Professional |
|
| 1 business day** |
| 1 business day** |
| Acquia Support | Unlimited | Unlimited | Unlimited | Unlimited |
| Remote Administration*** | Add-On: Standard only | Standard | Standard | Standard |
| Advisory Hours per year*** | 0 | 2 | 6 | 12 |
| Bandwidth per month (Cloud Platform Enterprise)*** | 125 GB | 500 GB | 1 TB | 2 TB |
| Pro Plus |
|
| Professional |
|
| Cloud Platform Enterprise |
|
| Cloud Platform Professional |
|
If this content did not answer your questions, try searching or contacting our support team for further assistance.
If this content did not answer your questions, try searching or contacting our support team for further assistance.
Service Offerings