Last updated: January 29, 2025¶

1. Introduction¶

1.1. High level overview of Product and/or Service¶

Acquia Search powered by SearchStax is a search service delivered as Software as a Service (SaaS) for Cloud Platform and Site Factory. This service empowers Drupal marketers to improve site search experiences with agile tools so that Drupal website visitors can find and discover relevant content faster.

Acquia Search powered by SearchStax features are available within the following Cloud Platform Standard, Cloud Platform Enterprise, and Site Factory subscription tiers with additional premium features, such as advanced search analytics and marketing tools in the Premier search plans. The Product and Services Guide governs such Acquia Search powered by SearchStax features.

1.2. Product and Subscription Tiers¶

The following table lists the subscription tiers of Cloud Platform and Site Factory that include Acquia Search powered by SearchStax features:

1.3. Definitions and Terminology¶

For purposes of this section, the following definitions are used:

• Acquia Search powered by SearchStax: A Site Search solution for Drupal delivered to Customer as a SaaS solution.
• Search App: Represents the search index, auto-suggest, popular search and related search datasets made up of documents and where they live in the customer’s Drupal website.
• Search Query: Represents a single Solr request made by Drupal to retrieve specific content from the customer’s Search App.
• Document: A Solr data entity representing structured website entities (content or file attachments) sent to Solr from Drupal during an indexing request.
• Environment: Represents where a Drupal website or application is managed within the Acquia platform while the website is progressing through its development, integration test, and live delivery lifecycle. Also known collectively as dev, stage, and prod.
• Database: Represents the persistent, structured storage of content for a unique Drupal website or application instance within a respective environment.
• Website: Represents a location on the Internet or intranet with a unique URL providing a group of World Wide Web pages.

2. Product and/or Service Descriptions¶

2.1. Features and Functionalities¶

Highlighted features of Acquia Search powered by SearchStax:

• No-code tools for marketing agility
  • Search configurations
  • Relevance controls
  • Testing and optimization
  • AI-powered recommendations
  • Multilingual websites
• Reliable infrastructure with global region availability
• Scalable search APIs
• Advanced insights & search analytics
• Google-like search page features
• Advanced crawler and data ingestion capabilities
• Developer-friendly support for headless front-end frameworks

2.2. Modules & Integrations¶

2.2.1.  Drupal Integration¶

Customers must install the appropriate version of the SearchStax Studio and Search API SearchStax modules for Drupal and other dependent modules using Composer available from Drupal.org to connect the versions of Drupal supported by Acquia to Acquia Search Powered by SearchStax.

SearchStax Studio Site Search: https://www.drupal.org/project/searchstax 

Search API SearchStax: https://www.drupal.org/project/search_api_searchstax 

2.2.2. Solr Access¶

Acquia Search powered by SearchStax is a Solr Search & Discovery solution accessed solely through Drupal modules and the SearchStax Site Search interface. Customer does not have direct access to the Solr administration user interface or the Solr APIs. The Acquia Search API endpoint URLs supported are:

2.3. Limitations and Implications¶

2.3.1. Real-time Search¶

Acquia Search powered by SearchStax does not support real-time or near-real-time search. Regardless of how frequently the customer indexes documents into Acquia Search, Acquia Search powered by SearchStax requires a variable number of minutes before the documents are searchable through the Search App.

2.3.2. Acquia Search powered by SearchStax Entitlements¶

Acquia Search Powered by SearchStax entitlements are available through Cloud Platform and Site Factory subscriptions. Entitlement limits are based on the sum of all queries and the maximum indexed items/documents/records per subscription. Additionally, all Acquia customers can upgrade to or purchase a Premier plan to leverage additional features that includes advanced search analytics and marketing tools to enhance their search experiences.

Acquia Search Powered by SearchStax for Cloud Platform Professional and Cloud Platform Enterprise Subscriptions as well as for Site Factory Subscriptions for Customers who had entitlements for Acquia Search prior to Jan 31 2025 shall continue to receive those Maximum Search Queries and Maximum Document Counts as reflected in their most recent Order.

2.3.2.1. Acquia Search Powered by SearchStax for Cloud Platform Professional and Cloud Platform Enterprise Subscriptions (For new customers)

2.3.2.2. Acquia Search Powered by SearchStax for Site Factory Subscriptions (For new customers)

The limit on Queries and the Document Count are per Subscription, not per Search App.

2.3.2.3. Acquia Search Powered by SearchStax Premier plans (Purchase or upgrade)

The following table highlights the maximum number of queries per month and maximum number of documents for Paid plans.

2.4. Acquia Search powered by SearchStax Add-ons Entitlements

Acquia Search powered by SearchStax entitlement limits can extend through add-ons if purchased by the customer, as indicated in the order. 

2.4.1. Acquia Search powered by SearchStax Add-ons¶

The Acquia Search add-ons increase the maximum document count that is allowed and the number of queries that are permitted per month.

2.5. Search App Entitlements¶

Acquia Search Powered by SearchStax plans include the following Search App entitlements and Add-on availability.

2.6. Technical Service Limitations¶

Acquia Search powered by SearchStax includes technical limitations as defined below for Cloud Platform and Site Factory subscriptions. For customers who have purchased or upgraded to a Premier plan, the technical limitations for these plans can be found here.

2.6.1. Technical service limitations for Premier plans¶

3. Service Level Agreement (SLA)¶

This service level policy governs the use of Acquia Search under the terms of the applicable order between Acquia and customer available at Service Level Policy - Product Guide, with the exception of the following other service commitment exclusions:

• Any unavailability caused by customer exceeding their Acquia Search entitlement
• Any unavailability caused by the customer’s Drupal modules
• Any unavailability in the customer’s non-Production Acquia Search indexes
• In the event of any outages described above, Acquia will use commercially reasonable efforts to minimize any disruption, inaccessibility and / or inoperability of the website in connection with outages, whether scheduled or not.

For any partial calendar quarter during which the customer subscribes to the services, availability will be calculated based on the entire calendar quarter, not only the portion for which the customer subscribed.

3.1. Support services¶

Customer’s subscription to Acquia Search includes unlimited diagnosis support as described in the Acquia Search Support Scope in the Support Users Guide. Customer can contact Acquia Support in accordance with the Support Users Guide and in accordance with stated Urgency Levels. Initial response times for support requests vary on the urgency level and customer’s subscription tier as described in the Support Users Guide.

3.2 Supported versions¶

Acquia Search powered by SearchStax provides support for the following Drupal versions through Drupal  modules until Acquia’s Drupal version support has reached end-of-life as outlined in the Software End-of-Life Schedule. 

• Drupal 9
• Drupal 10
• Drupal 11

3.3. Support scope¶

Acquia Support scope includes assistance with the following request or incident types:

• Incident Support - Identifying
• Identifying and creating bug reports for Acquia Search powered by SearchStax APIs, Web Dashboard, API clients, front-end libraries and our extensions and integrations
• Troubleshooting upgrades for Acquia Search powered by SearchStax API clients, front-end libraries and our extensions and integrations
• Assistance with Acquia Search powered by SearchStax product-related questions
• Assistance with interpretation of product documentation found at www.searchstax.com 

Customers are responsible for other scope including the following but not limited to:

• General implementation guidance, development questions or requests
• Questions related to customized versions of Acquia Search powered by SearchStax’s API client, front-end libraries, extensions, and integrations (“Customized” means original code has been modified)
• Third party plugins or applications (other than Acquia or SearchStax developed and supported)

4. Data Security¶

4.1. Data Portability¶

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 a 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.

4.2. Data Centers¶

Acquia Search powered by SearchStax is delivered to the customer’s environment from one of the following Data Centers:

• US East (Northern Virginia)
• US West (Oregon)
• Canada Central (Montreal)
• EU Central (Frankfurt)
• EU West (London)
• AP Southeast (Sydney)
• AP Northeast (Tokyo)

Each data center is physically remote from Acquia’s office facilities. A disaster affecting one or more of SearchStax’s offices would not impact the availability of Acquia Search powered by SearchStax.

4.3. Backups¶

A backup is taken once daily of all current Search App data. In the event of a customer-caused loss of data, a recent backup may be requested to restore the Search App. In order for data to be fully up-to-date, Customers must reindex their site to regenerate the Search App.

5. Capacity Management¶

5.1. Search Queries Limits¶

Acquia enforces maximum search per month limits on customer applications as set forth in the product documentation (each a “Search Queries Limit”).

5.2. Search Queries Limits Notifications¶

Customer users registered within the Acquia Search powered by SearchStax interface will be notified by email when their entitlements reach 60%, 80% and 100% of the maximum search per month limit. Customers can notify Acquia to request an add-on increase to the maximum search per month limit. 

5.3. Emergency Search Queries Limit Increase¶

In the event Acquia becomes aware a customer’s application is exceeding its allocated search queries limit as described in Section 6.1 above, Acquia will notify the customer and will take reasonable actions to increase such search queries limits in an effort to maintain website search availability. Customer agrees that Acquia, in its reasonable discretion, may unilaterally increase search queries limits to the best appropriate Acquia Search tier. Unless otherwise agreed, such additional search queries limits will remain provisioned for the remainder of the subscription term. The customer agrees to pay for such additional limits for the remainder of the term.

Acquia reserves the right to rate limit or disable Acquia Search powered by SearchStax if the customer has exceeded the search queries limit and has any outstanding amounts due.

5.4. Document Count Limits¶

Acquia enforces maximum search per month limits on customer applications as set forth in the product documentation (each a “Document Count Limit”).

5.5. Document Count Limits Notifications¶

Customer users that are registered within the Acquia Search powered by SearchStax interface will be notified by email when their entitlements reach 60%, 80% and 100% of the maximum document count limit. Customers can notify Acquia to request an add-on increase to the maximum document count limit.

5.6. Emergency Document Count Limits Increase¶

In the event Acquia becomes aware that the customer has reached, or may reach, its maximum document count limit as described in Section 6.4 above, Acquia will notify the customer and will take reasonable actions to increase the capacity in an effort to maintain website availability. Customer agrees that Acquia, in its reasonable discretion, may delete data from the customer’s non-production Search Apps and / or unilaterally increase document count limits to the best appropriate Acquia Search tier available at Acquia’s then current rates. Such increased document count limits will remain provisioned for the remainder of the applicable subscription term and the customer agrees to pay for such increased document count limits for the remainder of such subscription term. Acquia reserves the right to not increase document count limits if the customer has any outstanding accounts receivable due under its account.

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.