Service Level Agreement (SLA) | Acquia Product Documentation
Service Offerings
Service Level Agreement (SLA)
Service Level Agreement (SLA)
Cloud Enterprise subscriptions
Standard
Plus
Premium
Elite
Critical urgency timeframe
1 hour
1 hour
1 hour
30 minutes
Critical response time
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
* 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
Cloud Professional subscriptions
Note
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*
* 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.
Site Factory subscriptions
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
* 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.
DAM subscriptions
The Acquia DAM Support entitlement offers a Support response timeframe of 24 hours.
Legacy Acquia subscriptions
Service
Description
Elite
24/7 support for Critical issues
Highest level of response time available
Unlimited support tickets
Access to Technical Account Manager
Remote Administration (RA) included
Bundled Advisory Hours per your agreement
Access to Cloud Platform & product information tools
Requires Cloud Platform Enterprise
Phone support
Enterprise
24/7 support for Critical issues
Enhanced support response time
Unlimited support tickets
RA included
Bundled Advisory Hours per your agreement
Access to Cloud Platform & product information tools
Requires Cloud Platform Enterprise
Phone support
Pro Plus
Service Level Agreement (SLA)
Cloud Enterprise subscriptions
Standard
Plus
Premium
Elite
Critical urgency timeframe
1 hour
1 hour
1 hour
30 minutes
Critical response time
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
* 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
Cloud Professional subscriptions
Note
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*
* 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.
Site Factory subscriptions
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
* 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.
DAM subscriptions
The Acquia DAM Support entitlement offers a Support response timeframe of 24 hours.
Legacy Acquia subscriptions
Service
Description
Elite
24/7 support for Critical issues
Highest level of response time available
Unlimited support tickets
Access to Technical Account Manager
Remote Administration (RA) included
Bundled Advisory Hours per your agreement
Access to Cloud Platform & product information tools
Requires Cloud Platform Enterprise
Phone support
Enterprise
24/7 support for Critical issues
Enhanced support response time
Unlimited support tickets
RA included
Bundled Advisory Hours per your agreement
Access to Cloud Platform & product information tools
Requires Cloud Platform Enterprise
Phone support
Pro Plus
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
24/7 support for Critical issues
Limited bundle of Advisory Hours per your agreement
Access to Cloud Platform & product information tools
Requires Cloud Platform Enterprise
Phone support
Professional
Business hour support (by ticket only)
Access to Cloud Platform & product information tools
No phone support
Cloud Platform Enterprise
24/7 support for with proactive response to website issues
Unlimited infrastructure support tickets
24/7 infrastructure monitoring
High availability options
Drupal tuned stack
Drupal developer tools
Phone support
Cloud Platform Professional
Self-service support and server management
Unlimited infrastructure support tickets
24/7 infrastructure monitoring
Monitored to ensure server availability
Drupal tuned stack
Drupal developer tools
No phone support
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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
24/7 support for Critical issues
Limited bundle of Advisory Hours per your agreement
Access to Cloud Platform & product information tools
Requires Cloud Platform Enterprise
Phone support
Professional
Business hour support (by ticket only)
Access to Cloud Platform & product information tools
No phone support
Cloud Platform Enterprise
24/7 support for with proactive response to website issues
