1.1. Drupal Services¶

Acquia will maintain Customer’s Drupal applications on the Platform during the Subscription Term in the Region as indicated in the Order. Customer may submit an unlimited number of support requests related to the Platform. Such tickets will not be counted towards the Support Services ticket allotment (if applicable) unless such issue was caused by an error in Customer’s website(s). Acquia will conduct daily backups of the Drupal application and related databases for disaster recovery purposes. Customer may also perform on-demand backups and restores.

1.1.1. Drupal Migration Services

Acquia will work with the Customer to migrate the website(s) onto the Platform. Once migrated, Acquia will conduct a light infrastructure audit of the website to determine whether any issues with the website may cause the launch to be unsuccessful. Following such an audit, Acquia will disclose any launch blockers to Customer. Customer may elect to fix the launch blockers or engage Acquia at its standard consulting services rates to fix the blockers. If Customer elects not to correct the launch blockers identified by Acquia, any unavailability due to such launch blockers will not be counted when determining unavailability of the website pursuant to the Service Level Policy. Customer may purchase a full infrastructure site audit for an additional fee and subject to a separate Order.

1.2. Node.js Services¶

Cloud Platform provides application platform services for Node.js applications. Deploying Node.js applications on Cloud Platform requires that the Customer purchase a Node.js platform package along with their Cloud Platform Enterprise subscription.

The Node.js Service has four main components:

• Source code repository service: Enables developers to track and manage multiple versions of the application.
• Automated build and deployment service: Deploys build artifacts to the development and production environments.
• Node.js development environment: For development activities by Customer’s Cloud Platform users.
• Node.js staging environment: For testing activities by Customer’s Cloud Platform users. This environment is not available for Classic Node.js customers.
• Node.js production environment: For production deployment.

The Node.js Service includes support for the services listed above and the underlying platform infrastructure. Support for Customer’s Node.js application code and any third-party dependencies deployed by the Customer isn’t included.

1.3. Platform CDN Service¶

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 Cloud Platform 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 Cloud Platform customers who have elected to utilize the Platform CDN, the following Resource Limits policy will apply:

• Bandwidth: Monthly bandwidth usage on Platform CDN is limited to 200 GB. If a Customer exceeds this limit for two or more consecutive months, then that Customer must engage with an Acquia Account Manager to explore Acquia Edge CDN as an alternative solution to Platform CDN. Should Acquia Edge CDN fail to meet the needs of the customer, additional bandwidth may need to be purchased.
• Domains: Customers may configure up to ten (10) domains for the Platform CDN per subscription. If a Customer exceeds this limit for two or more consecutive months, then that Customer must engage with an Acquia Account Manager to explore Acquia Edge CDN as an alternative solution to Platform CDN. Should Acquia Edge CDN fail to meet the needs of the customer, additional domains may need to be purchased.
• SSL certificates: Customers may install up to ten (10) SSL certificates for the Platform CDN per subscription. If a Customer exceeds this limit for two or more consecutive months, then that Customer must engage with an Acquia Account Manager to explore Acquia Edge CDN as an alternative solution to Platform CDN. Should Acquia Edge CDN fail to meet the needs of the customer, additional certificates may need to be purchased.
• No usage: If a Customer enables the Platform CDN but does not make the DNS configuration changes required to direct visitor traffic through the CDN resulting in the Customer domain receiving no Platform CDN traffic for two or more consecutive months, Acquia will remove the Customer domain receiving no traffic from Platform CDN.

3.1. Data Centers¶

The Cloud Platform Enterprise Platform 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 Cloud Platform Enterprise environment consists of major Regions and Availability Zones. Availability Zones are separate yet interconnected data centers within major Regions in Acquia’s global infrastructure. Cloud Platform Enterprise utilizes 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.

3.2. Backups¶

Acquia will maintain a comprehensive backup solution which includes website code, static assets/files, and databases. Acquia will export MYSQL database one time per day and retain these backups for three days. Customer may also make on-demand backups of any database at any time on the workflow tab of the Cloud Platform user interface, or using SSH/SCP. 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. At the Drupal code layer, Customer-developed code may be managed and deployed by Customer using Acquia’s Git code repository service. This service allows Customer to roll-back and re-deploy the Drupal code, effectively backing up the Drupal layer so that the website code may be re-deployed to a new web server instance as needed. In addition, Acquia conducts daily backups of each website’s files and maintains a complete and current copy of each website, which will be used in the event Acquia must restore the website due to a failure of the Service. Backups are performed daily over the previous week, weekly over the previous month, and monthly thereafter.

3.3. Disaster Recovery¶

The Cloud Platform Enterprise Platform 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.

4.1. Emergency Capacity¶

In the event Acquia becomes aware that Customer’s infrastructure becomes, or may become overloaded due to greater than normal usage, Acquia will notify Customer and will take reasonable actions to increase the available infrastructure capacity in an effort to maintain website performance. If a Customer does not respond to the standard 3 alert notifications, including AM notifications, Acquia will remove the Customer from monitoring and notify the Customer about the removal. Customer agrees that Acquia, in its reasonable discretion, can unilaterally add capacity up to three-times the procured capacity. Fees for overages will be calculated and invoiced monthly in arrears at the then-current rate card. Such additional capacity will remain provisioned for a minimum of five calendar days. In the event Acquia determines that such additional capacity is necessary to maintain website performance for the remainder of the Term, Acquia will contact Customer to obtain approval to increase their cloud capacity or entitlements. If, despite reasonable notification from Acquia that failure to increase the cloud capacity available to one or more applications will adversely impact availability and Customer still fails to purchase a higher tier of service, Acquia may downsize or otherwise limit the cloud capacity available on all Customer applications to the original contracted amount. Acquia reserves the right to not provision additional cloud capacity if Customer has any outstanding amounts due or if it determines that additional capacity is unlikely to significantly improve performance, including, without limitation, when the overload is caused by an error in Customer’s software (for example, PHP code), Customer Drupal Instance or during a denial-of-service attack. Acquia reserves the right to bill Customer for traffic and additional cloud capacity associated with a denial-of-service attack.

4.2. Emergency Storage Capacity Increase¶

In the event Acquia becomes aware that Customer’s Cloud Classic infrastructure has reached, or may reach, their allocated storage capacity, Acquia will notify Customer and will take reasonable actions to increase the storage capacity in an effort to maintain website availability. If a Customer does not respond to the standard 3 alert notifications, including AM notifications, Acquia will remove the Customer from monitoring and notify the Customer about the removal. Customer agrees that Acquia, in its reasonable discretion, can unilaterally increase storage to the next standard storage size available. Fees for overages will be calculated and invoiced monthly in arrears at the then-current rate card. Such additional storage capacity will remain provisioned for the remainder of the Term. Customer agrees to pay for such additional storage capacity for the remainder of the Term. Acquia reserves the right to not provision additional storage capacity if Customer has any outstanding amounts due. Acquia reserves the right to remove Customer from monitoring in the event that a recommended or completed storage capacity increase is refused or otherwise disputed by Customer. Downtime incurred while Customer infrastructure is out of monitoring will be excluded from service level policy calculations.

4.3. Additional Capacity¶

Customer may request Acquia to increase their cloud capacity upon prior written request. Acquia will also make reasonable efforts to contact Customer when it is determined that additional cloud capacity is needed. If a Customer does not respond to the standard 3 alert notifications, including AM notifications, Acquia will remove the Customer from monitoring and notify the Customer about the removal. Fees for overages will be calculated and invoiced monthly in arrears at the then-current rate card for any additional capacity provisioned, for a minimum of five calendar days. If Customer requests additional capacity to the Platform for two (2) consecutive months, such capacity will remain at such level for the remainder of the Subscription Term.

4.4. Shared infrastructure¶

If Customer is on shared development or staging infrastructure, Customer acknowledges that such environments are only for low impact testing and development activities.

If Customer is on shared production infrastructure, Customer acknowledges that no atypically high load will knowingly be triggered on any production environments without written notification to Acquia in a Customer support ticket at least five (5) business days prior to any such event.

Should Customer’s use of shared infrastructure impact the performance or availability of said infrastructure, Customer may be required to move to dedicated infrastructure and would then need to pay the associated infrastructure fees. Furthermore, Customer will not perform any load tests or vulnerability tests on live website(s) unless Customer has purchased dedicated servers and will provide Acquia at least five (5) business days advance notice of any such testing.

4.5. Infrastructure Capacity¶

If Customer regularly consumes (for example, more than two times in any week) more than 20% of the shared infrastructure capacity (CPU, memory, disk, PHP processes) assigned to Customer based on the information provided to Acquia on the Platform Questionnaire, or if Customer directly impacts the performance or availability of other customers on shared or infrastructure, Customer understands that Acquia may provision additional capacity for Customer and/or move Customer to dedicated infrastructure at Customer’s expense. Acquia reserves the right to change the underlying infrastructure at any time as long as benchmark performance isn’t degraded​.​

4.5.1. Resource Limits

Acquia reserves the right to enforce resource limits on Customer applications running on Cloud Next technologies. Limits may be applied to any resource exceeding Customer’s explicitly defined entitlements, including maximum memory (including any configurable memory allocations), CPU, data transfer/bandwidth, and/or IOPS. Maximum limits may also be set on Customer’s background application 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:

In this model, Cloud Capacity Units are calculated by Acquia based on CPU utilization, memory utilization, and data transfer within and between Cloud Platform infrastructure layers. To calculate your CCU entitlement, use the following formula:

• Every 4 GB of RAM on dedicated servers = 1 CCU
• Every 2 CPU cores on dedicated servers = 1 CCU

Resource Limits can 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 Cloud Platform 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.

4.6. Cloud Platform CD environments¶

Cloud Platform CD environments (CDEs) are on-demand development environments available as part of Cloud Platform CD subscriptions and can be added to Cloud Platform Enterprise subscriptions. CDEs enable a Customer to dynamically create new environments and deploy code, data and files to those environments in a self-service model. A Customer will be provided the ability to create CDEs up to the number specified within the Customer’s Order. Cloud Platform CD has two components:

• CD environments (CDEs): For rapid creation of development environments
• CD pipelines: For continuous delivery activities

5.1. Traffic Capacity¶

Some Cloud Platform subscriptions include a traffic capacity entitlement to support traffic up to the number of monthly views and unique visits (each as defined below) specified in the applicable Order Form (per SKU) (collectively and individually “Traffic Limits”). For all such subscriptions, application traffic, both actual and capacity limits, shall be viewable in the Cloud Platform Management Console. When Cloud Platform CDN is enabled, the number of monthly views and unique visits will be reported both from the CDN and from Acquia’s region-specific edge-layer infrastructure, with any duplicative activity automatically filtered out.