Service Offerings
Service Level Policy - Product Guide
Last updated: 7 May 2025
This Service Level Policy governs the use of Cloud Platform Enterprise and Site Factory (each, a PaaS) under the terms of the applicable Order between Acquia and Customer.
Acquia will use commercially reasonable efforts to make production PaaS infrastructure available for 99.95% or, if applicable, and purchased by Customer under the terms of the applicable Order, a premium SLA add-on of 99.99% (the “99.99% Uptime SLA”) during any calendar month during the applicable Subscription Term (the “Service Level Commitment”, as applicable).
Availability will be calculated per calendar month, as follows *
* The formula changes as applicable to the uptime SLA purchased by the customer.
where:
Unavailability means that the PaaS infrastructure is unresponsive or responds with an error.
If and to the extent Acquia fails to meet the applicable Service Level Commitment or a calendar month, for each one-half hour of unavailability Customer will receive a one-day extension of their Subscription (each a “Service Extension”); provided (i) Customer informs Acquia within fifteen days of the purported outage providing a full description of the service interruption, including logs if applicable, and (ii) requests a Service Extension in writing (email acceptable). When Customer entitlement to a Service Extension is confirmed by Acquia in writing (via email or support ticket), Acquia will apply such Service Extension to the end of the then-current applicable Subscription Term. If Customer has accumulated Service Extensions during two consecutive months or three months in any six-month period, Customer may terminate the applicable Order upon seven days advance written notice to Acquia. In the event of an unavailability of the PaaS that is directly attributable to flaws in Customer’s environment (including the underlying code) where, despite reasonable notification from Acquia that such flaws are adversely impacting availability and Customer fails to correct such flaws, then Acquia may terminate the applicable Order upon 30-days written notice to Customer. The Service Extension and termination rights constitute Customer’s exclusive remedy and Acquia’s sole liability and obligation for any failure to maintain the Service Level Commitment.
The Service Commitment does not apply to any Unavailability, outage, suspension or termination of any Acquia PaaS performance issues:
In addition, unavailability of some specific features or functions within the website while other features remain available will not constitute Unavailability of the website, so long as the unavailable features or functions are not, in the aggregate, material to the website.
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. Such efforts will include instances in another Availability Zone if available.
Acquia will provide the 99.99% Service Level Commitment only if purchased by the Customer, as indicated in the Order.
Customers who have purchased the 99.99% Premium Service Level Commitment must meet the following conditions for the premium Service Level Commitment to apply, unless otherwise set forth in the applicable Order:
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 |
| 7 May 2025 | Added document changelog. |
If this content did not answer your questions, try searching or contacting our support team for further assistance.
Last updated: 7 May 2025
This Service Level Policy governs the use of Cloud Platform Enterprise and Site Factory (each, a PaaS) under the terms of the applicable Order between Acquia and Customer.
Acquia will use commercially reasonable efforts to make production PaaS infrastructure available for 99.95% or, if applicable, and purchased by Customer under the terms of the applicable Order, a premium SLA add-on of 99.99% (the “99.99% Uptime SLA”) during any calendar month during the applicable Subscription Term (the “Service Level Commitment”, as applicable).
Availability will be calculated per calendar month, as follows *
* The formula changes as applicable to the uptime SLA purchased by the customer.
where:
Unavailability means that the PaaS infrastructure is unresponsive or responds with an error.
If and to the extent Acquia fails to meet the applicable Service Level Commitment or a calendar month, for each one-half hour of unavailability Customer will receive a one-day extension of their Subscription (each a “Service Extension”); provided (i) Customer informs Acquia within fifteen days of the purported outage providing a full description of the service interruption, including logs if applicable, and (ii) requests a Service Extension in writing (email acceptable). When Customer entitlement to a Service Extension is confirmed by Acquia in writing (via email or support ticket), Acquia will apply such Service Extension to the end of the then-current applicable Subscription Term. If Customer has accumulated Service Extensions during two consecutive months or three months in any six-month period, Customer may terminate the applicable Order upon seven days advance written notice to Acquia. In the event of an unavailability of the PaaS that is directly attributable to flaws in Customer’s environment (including the underlying code) where, despite reasonable notification from Acquia that such flaws are adversely impacting availability and Customer fails to correct such flaws, then Acquia may terminate the applicable Order upon 30-days written notice to Customer. The Service Extension and termination rights constitute Customer’s exclusive remedy and Acquia’s sole liability and obligation for any failure to maintain the Service Level Commitment.
The Service Commitment does not apply to any Unavailability, outage, suspension or termination of any Acquia PaaS performance issues:
In addition, unavailability of some specific features or functions within the website while other features remain available will not constitute Unavailability of the website, so long as the unavailable features or functions are not, in the aggregate, material to the website.
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. Such efforts will include instances in another Availability Zone if available.
Acquia will provide the 99.99% Service Level Commitment only if purchased by the Customer, as indicated in the Order.
Customers who have purchased the 99.99% Premium Service Level Commitment must meet the following conditions for the premium Service Level Commitment to apply, unless otherwise set forth in the applicable Order:
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 |
| 7 May 2025 | Added document changelog. |
If this content did not answer your questions, try searching or contacting our support team for further assistance.