Service Offerings
Multi-Experience Operations Product Guide
Add-ons are purchased at the subscription level and are available for use with whichever Codebase a Customer wishes within the subscription.
Acquia will provide access to the Cloud Platform management console and API for authorized users, enabling Customers to view and manage Drupal applications on Multi-Experience Operations. Customers are responsible for granting and revoking user access to the management console and API.
Acquia will monitor Platform availability for Customer production environments with standard monitoring checks performed on a regular interval. Such monitoring may exclude degradation resulting from Customer’s application. Acquia reserves the right to remove a Customer application from such monitoring in the event of a recurring problem(s) where Customer rejects the Acquia Support recommendation for remediation. Downtime incurred while Customer application(s) are out of monitoring will be excluded from service level policy Availability calculation.
Acquia will provide the following services for the Customer’s Drupal application(s) on the Platform:
1.3.1. Source code repository service
Enables Customer’s developers to track and manage multiple versions of the application.
1.3.2. Build and deployment services
Enables Customer’s developers to build Drupal applications and copy code, data and files between environments.
1.3.3. Development environments
Drupal environments for development activities by Customer’s Multi-Experience Operations users.
1.3.4. Staging environments
Drupal environments for content staging activities by Customer’s Multi-Experience Operations users.
1.3.5. Production environments
Drupal environments for production deployment of Customer’s Drupal applications for use by Customer’s end users.
Acquia will provide technical support as described in the Support Users Guide for Customer’s Drupal applications on the Platform during the Subscription Term as indicated in the Order.
Acquia provides an integrated content delivery network (CDN) that customers may use to accelerate the delivery of web assets. The Platform CDN leverages global points of presence (POPs) to help customers deliver faster experiences, no matter where their users are located. Use of the Platform CDN requires customers to make authoritative DNS configuration changes to direct visitor requests to the Customer domain through the CDN. The CDN is managed by Acquia and does not support any custom configuration. Customers may control the caching behavior of the Platform CDN through HTTP Cache-Control headers and Drupal tag-based invalidation, and full purge of the CDN cache. The Platform CDN does not support the customer’s custom VCL configurations at the CDN or the Multi-Experience Operations Varnish tiers, or “stacked” CDN implementations where a reverse proxy-based CDN or WAF service is configured in front of or behind the Platform CDN.
For all Multi-Experience Operations customers who have elected to utilize the Platform CDN, the following Resource Limits policy will apply:
Item | Limit | Implications |
|---|---|---|
Bandwidth | 200 GB/month | Acquia Account Manager will engage with the Customer to explore upgrades to Acquia Edge CDN. |
Domain | 10 | Acquia Account Manager will engage with the Customer to explore upgrades to Acquia Edge CDN. |
SSL certificate | 10 | Acquia Account Manager will engage with the Customer to explore upgrades to Acquia Edge CDN. |
Cache file size | 20 MB | Exceeding this limit when trying to cache a file results in a 503 Response object too large error. |
Vary objects count | 200 soft, 400 hard | Exceeding the soft limit results in no error. Newer variants displace the oldest. Active fetches from backend are limited to 400 variants. Exceeding this hard limit results in a Too many variants response. Once the fetches complete, objects will be removed until the soft limit is reached. |
URL size | 8 KB | Exceeding the limit results in a Too long request string error. |
Cookie size | 32 KB | Exceeding the limit results in Platform CDN stripping the cookie and setting req.http.Fastly-Cookie-Overflow = 1. |
Request header size | 69 KB | Depending on the circumstances, exceeding the limit can result in Platform CDN closing the client connection abruptly, or it can result in the client either receiving a 502 Gateway Error response with an I/O error in the body, or receiving a 503 Service Unavailable response with a Header overflow error in the body. |
Response header size | 69 KB | Exceeding the limit results in a 503 backend read error. See Common 503 errors for more info. |
Request header count | 96 | Exceeding the limit results in a Header overflow error. A small portion of this limit is reserved for internal Platform CDN use, making the practical limit closer to 85. |
Response header count | 96 | Exceeding the limit results in a Header overflow error. A small portion of this limit is reserved for internal Platform CDN use, making the practical limit closer to 85. |
req.body size | 8 KB | Exceeding the limit results in the req.body variable being blank. Request body payload is available in req.body only for payloads smaller than 8 KB. req.postbody is an alias for req.body. |
Surrogate key size | 1 KB | Exceeding the limit results in purging API failures stating “Surrogate key too long, must be less than 1024 bytes.” Any keys that exceed the limit will be dropped instead of truncated. |
Surrogate key header size | 16 KB | Exceeding the limit results in no error and any keys past the one that exceeds the limit will be dropped. |
The Multi-Experience Operations data center is physically remote from Acquia’s office facilities. A disaster affecting one or more of Acquia’s offices would not impact the availability of Customer website(s) or Customer Data. The Multi-Experience Operations environment consists of major Regions and Availability Zones. Availability Zones are separate yet interconnected data centers within major Regions in Acquia’s global infrastructure. Multi-Experience Operations uses a highly available redundant architecture that distributes replicated redundant server types (load balancing, caching, web and database servers) across multiple Availability Zones within the same Region. Acquia will use commercially reasonable efforts to restore the services in an alternate Availability Zone within the same Region (or alternate Region if Multi-Region Failover service has been purchased) in the event service in Customer’s assigned Availability Zone (or Region) is severely impacted.
Acquia will maintain a comprehensive backup solution which includes website code, static assets or files, and databases. Acquia will create Customer database backups one time per day and retain these backups for three days. Acquia will also provide Customer the ability to create on-demand database backups. During the Subscription Term, Acquia will retain these on-demand backups for Customer until Customer chooses to delete them. Backups will count against the storage space purchased in Customer’s Order. Customer may download these database backups and restore a previous backup on the backups tab of the Cloud Platform user interface.
A version history of all changes to Customer’s Drupal code will be maintained in the source code repository service as described above.
Acquia conducts daily backups of each website file, which will be used in the event Acquia must restore the website due to a failure of the Service. Backups are retained daily over the previous week, weekly over the previous month, and monthly thereafter.
Multi-Experience Operations will make hourly internal disaster recovery snapshots of Customer Data. Acquia will retain these snapshots on a diminishing schedule for three months. These backups will be used to restore Customer website(s) at another location within the same Region in the event of a total data center loss or a loss of multiple disk systems. Acquia will not provide Customer access to these snapshots and will not use these snapshots to restore websites due to data-loss or deletion by Customer.
Multi-Experience Operations supports phishing-resistant multi-factor authentication (MFA) for Acquia ID logins. This feature supports FIDO2 (WebAuthn) authenticators, such as security keys (like YubiKey) and biometric methods (like fingerprint or facial recognition). For the product privacy notice, visit Acquia ID.
The following table shows the proposed base entitlements for each subscription tier. Additional sites, views, environments, and storage are purchased as add-ons.
MEO Standard | MEO Plus | MEO Premium | MEO Elite | |
|---|---|---|---|---|
Codebases Included | 1 | 1 | 1 | 1 |
Sites Included | 5 | 5 | 5 | 5 |
Prod Env Included | 1 | 1 | 1 | 1 |
Non-Prod Included | 2 per codebase | 2 per codebase | 2 per codebase | 2 per codebase |
Support Level | Standard | Plus | Premium | Elite |
Each MEO subscription includes a traffic capacity entitlement to support traffic up to the number of monthly Views (as defined below) specified in the applicable Order Form (per SKU) (collectively and individually “Traffic Limits”). Such traffic, both actual and capacity limits, shall be viewable in the MEO Management Console.
Additional information on Views can be found in Acquia’s documentation.
When calculating Views, Acquia includes only successful responses to requests. Redirection, client errors, and server errors are all excluded from Views. In addition, option requests do not count against Traffic Limits.
When calculating Views, Acquia may remove, where applicable and identifiable, at Acquia’s sole discretion, certain common types of bot traffic from the customer’s Views calculation. Additional information on such exclusions can be found at Acquia’s documentation.
To provide flexibility to and remove surprises for our customers, Acquia provides all customers with a 30% capacity buffer. Should a customer exceed their monthly Traffic Entitlement by less than 30%, that customer will not be charged overages. Acquia encourages customers, upon exceeding their monthly Traffic Entitlement, to engage with Acquia to evaluate this traffic with the goal of reducing any unnecessary or undesirable traffic in an effort to return below their monthly Traffic Entitlement.
At the time of contract renewal, or at the start of any new term within a multi-year contract, any customer who has exceeded their Traffic Entitlement in any 4 or more of the most recent 12 months must upgrade their Traffic Entitlement. This upgrade must increase traffic capacity to an available subscription tier such that it exceeds usage volumes in 10 of the most recent 12 months unless otherwise agreed to by Acquia. (e.g. if a Customer has a 10 million View subscription and uses 12 million Views for 11 months and 20 million Views for 1 month, Customer would need to upgrade their subscription to exceed 12 million Views, acknowledging the 20 million View month was an outlier).
Should a customer exceed their monthly Traffic Entitlement by more than 30%, the customer will have the option to pay applicable additional fees for such usage (“Overage Fees”) in accordance with terms set forth in the Agreement (such Overage Fees will be assessed on traffic over the 30% capacity buffer) or else be required to enter into an appropriate Traffic Entitlement upgrade for the remainder of the subscription term. Unless otherwise specified in an applicable Order Form, any such Overage Fees shall be determined by the applicable fee schedule set forth in Acquia’s then current commercial price book.
Example 1: Customer A has a subscription for up to 5 million Views per month. Over their 12 month subscription period, they have 6 months below 5 million Views and 6 months between 5 million and 6 million Views. Because there are 0 months exceeding the 30% capacity buffer, Customer A does not pay any overages, but must upgrade their subscription upon their contract anniversary date to a higher Views entitlement because they exceeded their subscription entitlement 4 or more times.
Example 2: Customer B has a subscription for up to 5 million Views per month. Over their 12 month subscription period, they have 10 months below 5 million Views and 2 months that reach 12 million Views. Because 12 million Views exceeds the 30% capacity buffer, Overage fees would be assessed, but because only 2 months exceeded the 5 million Views entitlement, Customer B would not need to upgrade their subscription upon their contract anniversary date.
Acquia reserves the right to invoice customers at the end of each month if they are over the 30% capacity buffer and have not responded to communications from Acquia or engaged with their account team directly.
2.2.1. Overage Forgiveness
To assist customers with a smooth, surprise-free launch, Acquia offers an initial period of Overage Forgiveness to all new customers. Overage Forgiveness provides Customers a period during which Acquia will not invoice any Overage Fees resulting from monthly Views exceeding Customer’s Traffic Entitlement. Unless otherwise specified in an applicable Order Form, the Overage Forgiveness Period is defined as three (3) months from the beginning of production traffic in the initial term of a MEO Subscription Term (“Overage Forgiveness Period”).
Acquia reserves the right to enforce (i) per-View resource limits on Customer applications, which may include maximum memory (including any configurable memory allocations), CPU, data transfer/bandwidth, and/or IOPS and (ii) maximum use limits on Customer application background processes, which may include frequency of scheduled processes and resources per scheduled process, all as set forth in the product Documentation (each a “Resource Limit”).
Resource Limits are defined as follows:
Views | Cloud Capacity Units (CCU) | Bandwidth |
|---|---|---|
100,000 | 10 | 2 TB |
250,000 | 12 | 2 TB |
500,000 | 14 | 2 TB |
750,000 | 16 | 2 TB |
1,000,000 | 18 | 2 TB |
1,250,000 | 20 | 2 TB |
1,500,000 | 21 | 2 TB |
1,750,000 | 22 | 2 TB |
2,000,000 | 23 | 2 TB |
2,500,000 | 25 | 2.5 TB |
3,000,000 | 27 | 3 TB |
3,500,000 | 29 | 3.5 TB |
4,250,000 | 32 | 4.25 TB |
5,000,000 | 35 | 5 TB |
6,250,000 | 40 | 6.25 TB |
7,500,000 | 45 | 7.5 TB |
8,750,000 | 50 | 8.75 TB |
10,000,000 | 55 | 10 TB |
12,500,000 | 65 | 12.5 TB |
15,000,000 | 75 | 15 TB |
17,500,000 | 85 | 17.5 TB |
20,000,000 | 95 | 20 TB |
20,000,000 + | For subscriptions in excess of 20 million Views, CCU limits will be stated on Order Forms. | Increases by 2.5 TB for each 2,500,000 increase in Views |
In this model, Cloud Capacity Units are calculated by Acquia based on CPU utilization, memory utilization, and data transfer within and between MEO infrastructure layers. A formulaic calculation of CCUs can be found in Cloud Platform FAQ.
Resource Limits can also be increased by purchasing Performance Boosts.
Resource Limits apply to all subscriptions, applications, and environments running on Cloud Next technologies. Stated limits may be higher for customers with increased entitlements otherwise formalized in Customer’s contract or Acquia’s Support Users Guide.
For Resource Limits not readily visible to Customer in the MEO user interface, Customer will not be held responsible for Resource Limits violations occurring before formal notification is sent to Customer by Acquia. Notifications will be sent when Acquia, during routine audits of Cloud Next platform utilization, becomes aware of excessive usage beyond Resource Limits. Upon receipt of notice, Customer will be provided with a 60 day window to reduce usage or else purchase a Performance Boost to increase Resource Limits.
In the event Acquia becomes aware that Customer’s application is exceeding its allocated Resource Limits as described in Section 2.3 above, Acquia will notify Customer and will take reasonable actions to increase such Resource Limits in an effort to maintain website availability. Customer agrees that Acquia, in its reasonable discretion, may unilaterally increase Resource Limits to the next standard size available, dynamically allocate additional temporary capacity, or else allocate a Performance Boost add-on, at Acquia’s then current rates. Additional Cloud Capacity allocated beyond Resource Limits guidelines may be removed or limited at any point in time. Customer agrees to pay for any such additional capacity for the remainder of the Term. Acquia reserves the right to not provision additional resources if Customer has any outstanding amounts due. Acquia reserves the right to remove Customer from monitoring in the event that a recommended or completed Resource Limit increase is refused or otherwise disputed by Customer. Downtime incurred while Customer instances are out of monitoring will be excluded from service level policy calculations.
Each MEO subscription includes specified limits on Filesystem Storage and Database Storage resulting in an established “Storage Capacity Limit.” Customer may allocate this storage capacity to any application covered by the subscription. Database and file backups, excluding Disaster Recovery snapshots, will count toward Storage Capacity Limits.
In the event Acquia becomes aware that Customer has reached, or may reach, its Storage Capacity Limit, Acquia will notify Customer and will take reasonable actions to increase the storage capacity in an effort to maintain website availability. Customer agrees that Acquia, in its reasonable discretion, can unilaterally increase storage to the next standard storage size available at Acquia’s then current daily rates. Such additional storage capacity will remain provisioned for the remainder of the applicable Subscription Term and Customer agrees to pay for such additional storage capacity for the remainder of such Subscription Term. Acquia reserves the right to not provision additional storage capacity if Customer has any outstanding accounts receivable due under its account.
The Enterprise Security Package includes the following features and capabilities:
Log Forwarding entitles Customer to securely forward logs from Cloud Platform to up to two remote destinations. Supported log file types and remote destinations are listed in the product documentation. Acquia reserves the right to remove access to Log Forwarding, in its sole and reasonable discretion, if Customer’s application generates excessive volumes of logs and Customer refuses to reduce logging. Customer is responsible for uptime and network connectivity of the remote destination.
IP Address allowlisting entitles the Customer to specify the IP addresses from which Customer’s application on Cloud Platform will accept inbound HTTPS traffic through a Custom Varnish ACL.
Customers with the Enterprise Security Package can enable GeoIP for their application. GeoIP entitles the Customer to identify the country of origin of HTTP requests, which can be used to diagnose issues arising from traffic spikes, help identify unusual access trends, or assist in crafting targeted content. For more information, see Using GeoIP information.
Customers with the Enterprise Security Package can modify their VCL file by following the instructions at Custom Varnish configuration. Multi-Experience Operations installs Varnish Cache, a caching reverse proxy, in front of all Multi-Experience Operations load balancing infrastructure. To modify the behavior of Varnish, you must create a custom Varnish configuration using Varnish’s domain-specific programming language, VCL. Acquia does not test a Customer’s custom VCL file. Customers can purchase an engagement with Acquia Professional Services for assistance with their custom VCL implementation.
Network isolation provides a dedicated, isolated network segment in the Cloud Platform infrastructure specifically for the Customer’s application(s), logically separated from the public multi-tenant network. All Cloud Platform environments provisioned in a single network isolation subscription must reside in the same geographic region. The private network supports a minimum of zero and a maximum of one hundred Cloud Platform environments.
Private SSH access enables the configuration of inbound Access Control Lists (ACLs) to restrict SSH access to specific source IP addresses. Customer may configure ACLs for a maximum of twenty-five unique IP addresses or CIDR blocks. Private SSH may be configured to accept traffic through the public internet or, where applicable, through private VPN or VPC peering connections.
Private VPN egress enables an IPsec site-to-site Virtual Private Network (VPN) connection between the Customer’s private network and a Customer-managed external network to facilitate secure access to non-Acquia resources. The entitlement includes the provisioning of one VPN connection. Additional VPN connections up to a hard limit of ten total VPNs per private network may be provisioned subject to additional fees.
VPC peering enables a direct networking connection between the Customer’s private network and a specific Customer-managed Amazon Web Services (AWS) Virtual Private Cloud (VPC). This allows traffic to route between the networks using private IPv4 addresses. The entitlement includes the provisioning of one VPC peering connection. Additional VPC peering connections up to a hard limit of ten total peers per private network may be provisioned subject to additional fees. Service availability is subject to the specific AWS region of the Customer's private network.
Acquia may make available, for Customer provisioning, a one site license for Site Studio with each MEO subscription.
Acquia may make available, for Customer provisioning, a single IDE entitlement with each MEO subscription.
New Relic Application Performance Monitoring (“New Relic APM”) licenses are included with MEO subscriptions. New Relic APM provides Customer with access to New Relic APM Pro. New Relic APM Pro includes Lite access to Synthetics, Insights, and Browser. Access to such services is subject to change.
Use Restrictions: Use of New Relic APM is restricted to applications hosted on MEO and cannot be utilized by non-Acquia services.
Use Limitations: Use of New Relic is subject to the following resource limits:
MEO subscriptions are limited to 100 GB of data ingest per month per subscription, and 100,000 APM Pro Events per month per subscription. All customers are limited to 1 Full User per subscription.
Should Customer’s usage exceed the resource limits for their subscription by 20% for a given month, they will be charged an overage fee determined by the applicable fee schedule set forth in Acquia’s then current commercial price book. Should Customer’s usage exceed a limit by less than 20% for a single month and subsequently usage is reduced below limit, Customer will not be charged for those overages. Should the Customer exceed subscription limits by any amount for two consecutive months, then overages will be applicable at the stated rate. Customer will also have to pay the backdated amount.
Upon request made by Customer within 7 days of termination or expiration of the Subscription Services, Acquia will make Customer Data and Customer Applications available to Customer for export or download. At the end of such 7-day period, Acquia will delete or otherwise render inaccessible any Customer Data and Customer Applications, unless legally prohibited. Acquia has no obligation to retain the Customer Data for Customer purposes after this 7-day post termination period.
Acquia Inc. reserves the right to change the Products and Services Guide based on prevailing market practices and the evolution of our products. Changes will not result in a degradation in the level of services provided during the period for which fees for such services have been paid.
Date | Update |
|---|---|
| January 7, 2026 | Updated the Enterprise Security Package section. |
October 31, 2025 | Created the Multi-Experience Operations Product Guide |
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Request header size | 69 KB | Depending on the circumstances, exceeding the limit can result in Platform CDN closing the client connection abruptly, or it can result in the client either receiving a 502 Gateway Error response with an I/O error in the body, or receiving a 503 Service Unavailable response with a Header overflow error in the body. |
Response header size | 69 KB | Exceeding the limit results in a 503 backend read error. See Common 503 errors for more info. |
Request header count | 96 | Exceeding the limit results in a Header overflow error. A small portion of this limit is reserved for internal Platform CDN use, making the practical limit closer to 85. |
Response header count | 96 | Exceeding the limit results in a Header overflow error. A small portion of this limit is reserved for internal Platform CDN use, making the practical limit closer to 85. |
req.body size | 8 KB | Exceeding the limit results in the req.body variable being blank. Request body payload is available in req.body only for payloads smaller than 8 KB. req.postbody is an alias for req.body. |
Surrogate key size | 1 KB | Exceeding the limit results in purging API failures stating “Surrogate key too long, must be less than 1024 bytes.” Any keys that exceed the limit will be dropped instead of truncated. |
Surrogate key header size | 16 KB | Exceeding the limit results in no error and any keys past the one that exceeds the limit will be dropped. |
3,000,000 |
27 |
3 TB |
3,500,000 | 29 | 3.5 TB |
4,250,000 | 32 | 4.25 TB |
5,000,000 | 35 | 5 TB |
6,250,000 | 40 | 6.25 TB |
7,500,000 | 45 | 7.5 TB |
8,750,000 | 50 | 8.75 TB |
10,000,000 | 55 | 10 TB |
12,500,000 | 65 | 12.5 TB |
15,000,000 | 75 | 15 TB |
17,500,000 | 85 | 17.5 TB |
20,000,000 | 95 | 20 TB |
20,000,000 + | For subscriptions in excess of 20 million Views, CCU limits will be stated on Order Forms. | Increases by 2.5 TB for each 2,500,000 increase in Views |
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