Service Offerings
Web Governance product guide
Last updated: November 6, 2025
Web Governance provides the tools to deliver a superior and inclusive user experience across your digital presence through regular scans, reporting, and helpful resources. Web Governance supports your journey to ensure that your communications are open, optimized, and compliant. The Web Governance platform includes a cohesive suite of tools for web accessibility, website quality assurance, brand and content compliance, and user consent management.
Reliance on the services; assumption of the risk. Customer acknowledges that Web Governance is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete, or more timely sources of information. Customer acknowledges further that any reliance on the Services is at Customer’s own risk.
Restriction on pages and information scanned. Web Governance is intended to be used to scan only Customer’s public-facing web pages. For the avoidance of doubt, in no event shall Customer utilize Web Governance to scan private areas of Customer’s websites, such as those areas that are password-protected or contain private information about Customer and/or its users, employees, contractors, officers, directors, and/or other agents. In the event Customer so utilizes Web Governance in such a manner, Customer agrees and acknowledges that Acquia shall not be held liable for any damages arising from or related to the same, including but not limited to damages that may arise related to the failure to comply with data protection rules and regulations.
Customer shall utilize Web Governance to scan only those URLs and domains belonging to Customer and/or for which Customer has a license to operate and manage the same. In no event shall the Software be used to scan URLs and domains outside of Customer’s control or otherwise in bad faith. To the extent permitted by law, Customer shall defend, indemnify, and hold harmless Acquia for any and all damages related to or arising from Customer’s breach of this provision.
Secure Login with AcquiaID - Acquia Web Governance 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).
Product privacy notice for Acquia ID.
The following are available as paid add-ons to Web Governance:
Web Governance Starter is a limited version of Web Governance, which includes:
Multiple accounts, transfer prohibited. Customer shall not have more than one (1) account and shall not sell, trade, or transfer that account to any other person or entity.
Customer responsibilities. It is Customer’s responsibility to ensure that any of Customer’s websites are compatible with the Service Provider’s tools. If Customer is using an AJAX application, the AJAX application must be designed to allow a crawler to access its content. Customer must use the current version of a well-known Internet browser such as Firefox, Chrome, or Edge. Regardless of the Web browser or coding language used, Customer shall ensure that the Service Provider’s crawler is not blocked by any of the Customer’s technology.
Service levels. The Services shall be available ninety-nine Percent (99.0%) of the time, measured monthly, excluding holidays and weekends and scheduled maintenance (“Monthly Target Availability”). If Customer requests maintenance during these hours, any uptime or downtime calculation will exclude the periods affected by such maintenance. Further, any downtime resulting from outages of third-party connections or utilities or other reasons beyond Acquia’s control will also be excluded from any such calculation. If the actual monthly availability during two consecutive months or three months in any six-month period was less than the Monthly Target Availability, Customer may terminate the applicable Order upon seven days advance written notice to Acquia. This right to termination is Customer’s sole and exclusive remedy, and Service Provider’s entire liability, in connection with Service availability.
Pricing and overages. Web Governance is licensed based on the number of pages scanned. The number of pages scanned is defined as the total number of pages and documents crawled by Web Governance in a scan of all Customer domains within the Web Governance platform, where multiple crawls of the same page or document are each individually counted as one scanned page. This information is accessible through the administrator's interface in the Web Governance product, and Acquia, Inc. reserves the right to audit and validate the Customer's usage of the system at any time, typically on a monthly basis, for the purpose of ensuring compliance with the licensing terms.
If the Customer exceeds the number of pages and documents included in their licensing package for any three (3) months in a given twelve-month subscription term, the Customer must either upgrade to an appropriate licensing tier that accommodates the additional usage or reduce the number of pages scanned using available configuration options.
In the event that the Customer neither upgrades to an appropriate tier nor reduces the number of pages scanned or domains, Acquia, Inc. reserves the right to restrict the number of pages scanned to ensure compliance with the licensed limits.
Web Governance, Web Governance Starter
Web Governance is a website optimization and compliance tool that monitors and helps you to improve your website’s accessibility score, content quality, branding, SEO, data privacy, core web vitals and more.
Web Governance offers automated scans and error detection.
The Web Governance support chat does not allow users to set the priority of new issues. The Customer Experience team escalates to the appropriate level of support if they are unable to help, based upon the conversation with the customer and the subsequent investigation by the support team.
At this time, Web Governance support does not have Service Legal Agreements (SLAs) around how quickly a ticket is escalated to critical and how quickly the customer gets a response, as well as the time it takes to resolve low priority issues. This is because we do not have the information about the severity of the issue until the conversation is started.
This section provides information about Web Governance product support scope.
Online training sessions
New users can set up live online training sessions for team members. Click the Book Online Training button on the upper right side of the Web Governance application for information on how to set up a training session. These sessions are not available for Web Governance tarter customers.
If needed, contact the Web Governance support team or use the chat and help features inside the application for more help and advice
Email support
Send an email any time to the Web Governance support team at [email protected].
Chat support
Reach out to us with the Live Support Chat system inside the Web Governance application for more help and advice.
Knowledge base
The Web Governance platform offers a Knowledge base help center with lots of valuable guides to help you get started.
Access the Knowledge base (question mark icon) from the top menu bar on every page of Web Governance.
Accessibility help center
The Accessibility Help Center gives information and examples about the acceptance criteria, reasoning, and ways to fix accessibility errors.
Access it with the Help Center (graduation cap icon) next to the issue in the Accessibility Checklist page, page view, or from the Accessibility FastTrack® page.
Accessibility training
Acquia provides extensive Accessibility training and support online. This training is available to all customers with the use of our platform. Our one-on-one sessions and webinars provide walkthroughs of the Web Governance and answer many of the questions your team may have. We also offer training with a certified web accessibility consultant.
Contact our Support team to set up a training session for your team.
Acquia Web Governance for developers
For advanced users, our developer document repository contains documentation and help files for web developers.
Supported versions
Web Governance is not based on a version-support model as we operate an evergreen platform, meaning our customers always receive the latest version, with new product releases happening weekly.
For guidance purposes, refer to the following examples when filing support requests related to Web Governance:
| Data | Update |
| December 3, 2025 | Updated to remove caps in headings |
| November 6, 2025 | Added secure login with AcquiaID as a product feature, and link to product privacy notice for AcquiaID. |
| October 1, 2025 | Changed the product name from Acquia Optimize to Acquia Web Governance. |
| July 9. 2025 | Added FedRAMP disclaimer. Added details related to Web Governance Starter including support and scan limitations. Expanded details of product features, modules, and add-ons. Removed details of support for Safari and Internet Explorer browsers. |
| May 20, 2025 | Updated to include quick links to resources and TOC. |
| March 21, 2025 | Updated the page to consolidate Support Scope and Product Guide content. |
If this content did not answer your questions, try searching or contacting our support team for further assistance.
Secure Login with AcquiaID - Acquia Web Governance 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).
Product privacy notice for Acquia ID.
The following are available as paid add-ons to Web Governance:
Web Governance Starter is a limited version of Web Governance, which includes:
Multiple accounts, transfer prohibited. Customer shall not have more than one (1) account and shall not sell, trade, or transfer that account to any other person or entity.
Customer responsibilities. It is Customer’s responsibility to ensure that any of Customer’s websites are compatible with the Service Provider’s tools. If Customer is using an AJAX application, the AJAX application must be designed to allow a crawler to access its content. Customer must use the current version of a well-known Internet browser such as Firefox, Chrome, or Edge. Regardless of the Web browser or coding language used, Customer shall ensure that the Service Provider’s crawler is not blocked by any of the Customer’s technology.
Service levels. The Services shall be available ninety-nine Percent (99.0%) of the time, measured monthly, excluding holidays and weekends and scheduled maintenance (“Monthly Target Availability”). If Customer requests maintenance during these hours, any uptime or downtime calculation will exclude the periods affected by such maintenance. Further, any downtime resulting from outages of third-party connections or utilities or other reasons beyond Acquia’s control will also be excluded from any such calculation. If the actual monthly availability during two consecutive months or three months in any six-month period was less than the Monthly Target Availability, Customer may terminate the applicable Order upon seven days advance written notice to Acquia. This right to termination is Customer’s sole and exclusive remedy, and Service Provider’s entire liability, in connection with Service availability.
Pricing and overages. Web Governance is licensed based on the number of pages scanned. The number of pages scanned is defined as the total number of pages and documents crawled by Web Governance in a scan of all Customer domains within the Web Governance platform, where multiple crawls of the same page or document are each individually counted as one scanned page. This information is accessible through the administrator's interface in the Web Governance product, and Acquia, Inc. reserves the right to audit and validate the Customer's usage of the system at any time, typically on a monthly basis, for the purpose of ensuring compliance with the licensing terms.
If the Customer exceeds the number of pages and documents included in their licensing package for any three (3) months in a given twelve-month subscription term, the Customer must either upgrade to an appropriate licensing tier that accommodates the additional usage or reduce the number of pages scanned using available configuration options.
In the event that the Customer neither upgrades to an appropriate tier nor reduces the number of pages scanned or domains, Acquia, Inc. reserves the right to restrict the number of pages scanned to ensure compliance with the licensed limits.
Web Governance, Web Governance Starter
Web Governance is a website optimization and compliance tool that monitors and helps you to improve your website’s accessibility score, content quality, branding, SEO, data privacy, core web vitals and more.
Web Governance offers automated scans and error detection.
The Web Governance support chat does not allow users to set the priority of new issues. The Customer Experience team escalates to the appropriate level of support if they are unable to help, based upon the conversation with the customer and the subsequent investigation by the support team.
At this time, Web Governance support does not have Service Legal Agreements (SLAs) around how quickly a ticket is escalated to critical and how quickly the customer gets a response, as well as the time it takes to resolve low priority issues. This is because we do not have the information about the severity of the issue until the conversation is started.
This section provides information about Web Governance product support scope.
Online training sessions
New users can set up live online training sessions for team members. Click the Book Online Training button on the upper right side of the Web Governance application for information on how to set up a training session. These sessions are not available for Web Governance tarter customers.
If needed, contact the Web Governance support team or use the chat and help features inside the application for more help and advice
Email support
Send an email any time to the Web Governance support team at [email protected].
Chat support
Reach out to us with the Live Support Chat system inside the Web Governance application for more help and advice.
Knowledge base
The Web Governance platform offers a Knowledge base help center with lots of valuable guides to help you get started.
Access the Knowledge base (question mark icon) from the top menu bar on every page of Web Governance.
Accessibility help center
The Accessibility Help Center gives information and examples about the acceptance criteria, reasoning, and ways to fix accessibility errors.
Access it with the Help Center (graduation cap icon) next to the issue in the Accessibility Checklist page, page view, or from the Accessibility FastTrack® page.
Accessibility training
Acquia provides extensive Accessibility training and support online. This training is available to all customers with the use of our platform. Our one-on-one sessions and webinars provide walkthroughs of the Web Governance and answer many of the questions your team may have. We also offer training with a certified web accessibility consultant.
Contact our Support team to set up a training session for your team.
Acquia Web Governance for developers
For advanced users, our developer document repository contains documentation and help files for web developers.
Supported versions
Web Governance is not based on a version-support model as we operate an evergreen platform, meaning our customers always receive the latest version, with new product releases happening weekly.
For guidance purposes, refer to the following examples when filing support requests related to Web Governance:
| Data | Update |
| December 3, 2025 | Updated to remove caps in headings |
| November 6, 2025 | Added secure login with AcquiaID as a product feature, and link to product privacy notice for AcquiaID. |
| October 1, 2025 | Changed the product name from Acquia Optimize to Acquia Web Governance. |
| July 9. 2025 | Added FedRAMP disclaimer. Added details related to Web Governance Starter including support and scan limitations. Expanded details of product features, modules, and add-ons. Removed details of support for Safari and Internet Explorer browsers. |
| May 20, 2025 | Updated to include quick links to resources and TOC. |
| March 21, 2025 | Updated the page to consolidate Support Scope and Product Guide content. |
If this content did not answer your questions, try searching or contacting our support team for further assistance.
| A technical setup issue that requires assistance from a higher level of support. | Normal | Second-level support tickets are resolved in most cases. More serious issues are redirected in Jira to the team that can provide the next level of support. |
| A bug is found in the platform. | High | Depending on the impact, other teams such as the development team may be brought in to resolve the issue as close to immediately as possible. When an issue is determined to be High priority, it is investigated and worked with a high degree of urgency. More serious issues are redirected in Jira to the senior development team. |
| The Web Governance platform is unavailable or so sufficiently impacted that it is unusable for a high percentage of or all customers. | Critical | The last and highest level of support for critical issues is the senior development team. When an issue is determined to be Critical, the Acquia (senior development team works to resolve the issue as their highest priority. Other teams may be involved as needed in order to resolve the issue as close to immediately as possible. |
| A technical setup issue that requires assistance from a higher level of support. | Normal | Second-level support tickets are resolved in most cases. More serious issues are redirected in Jira to the team that can provide the next level of support. |
| A bug is found in the platform. | High | Depending on the impact, other teams such as the development team may be brought in to resolve the issue as close to immediately as possible. When an issue is determined to be High priority, it is investigated and worked with a high degree of urgency. More serious issues are redirected in Jira to the senior development team. |
| The Web Governance platform is unavailable or so sufficiently impacted that it is unusable for a high percentage of or all customers. | Critical | The last and highest level of support for critical issues is the senior development team. When an issue is determined to be Critical, the Acquia (senior development team works to resolve the issue as their highest priority. Other teams may be involved as needed in order to resolve the issue as close to immediately as possible. |
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