If you have access to Support cases with your subscription, you can easily file a case with Acquia Support or your Technical Account Manager (TAM), depending on your subscription. This process is as easy as signing in to your Acquia account and visiting this URL.
Before creating a case
Before you create a case, check the following resources to confirm whether your problem is a known issue:
Visit the Acquia Status page to ensure that Acquia systems are operational. On the Acquia Status page, you can click Subscribe to Updates to receive updates whenever Acquia creates or updates an incident.
Search for existing Acquia documentation that relates to your issue.
Creating a Support or TAM case as a non-Drupal Cloud customer
For Customer Data Platform (CDP), Campaign Studio, Wingify, and Digital Asset Management (DAM) customers, the process to access Support cases differs from that for Drupal Cloud customers.
To create a Support case, follow these steps for each respective product:
Campaign Studio
Click the question mark icon (?) on the top-right corner of the UI.
To create a Support or TAM case, you must have an Acquia subscription that supports it, and you must not have used all of your provided Support or TAM cases. For more information, see the Support Users Guide.
Important
If the case creation page displays the This user account is not authorized to create Support requests message, verify that:
Your Acquia account is active and associated with an Acquia organization.
Your subscription includes Support cases and you have remaining Support cases.
If you still cannot create a Support cases contact your organization's administrator to confirm your Support case access. For contact options, visit Contacting Acquia Support.
In Application, select the application where you encountered the issue.
Click Next.
In Subject, specify a clear and concise subject that describes the nature of the issue and the affected websites or environments.
In Description, specify a complete description of the issue.
In Request Type, select one of the following options according to your requirement:
Support Case: If you want to report an issue on your website or you have a question related to your Drupal website, and you want Acquia Support's assistance to solve your issue.
Event/Notification/Launch: If you want to notify Acquia about an impending event or launch, or communicate time-sensitive subscription activities such as, but not limited to, website traffic warnings, environment testing, scans, or releases.
Billing: If you have questions or need assistance with a billing related issue.
TAM Request: If you have a Technical Account Manager (TAM) as part of your Acquia subscription and you want the TAM's assistance.
In Urgency, select an option to indicate how quickly you want Acquia Support to respond to your request.
In Product or Service, select the product or service that applies to your issue.
Entering case field information
Subject
Make your case titles short and to the point, summing up the nature of the issue and include which websites or environments are affected. This approach allows Acquia to quickly identify and respond to trends if multiple customers are experiencing the same issue. As you enter text in the field, related links may appear underneath the subject field to assist you with solving common problems. Links will open in a new tab.
Description
A good, clear, and complete description helps Acquia respond to your issue speedily and more accurately. with a first response that is more likely to be a useful solution, rather than only a request for additional information. Keep the following tips in mind when you provide your issue description:
Provide the full URLs affected by the issue.
This includes URLs of pages on your website where you see errors listed, Acquia UI URLs, or URLs of third-party services having trouble connecting to your Acquia website.
Describe the context and nature of the problem.
Include the case numbers of related cases, when possible.
Include the exact text of any error and where it's being displayed.
Where applicable, include the Task ID for any failed tasks.
Include when the issue occurred (exact time and time zone).
If relevant, attach screenshots or logs.
List the steps that will reproduce the issue.
Include what you have done to try to resolve the issue yourself.
Describe anything that was confusing about what happened.
Are there any special instructions or warnings Acquia should keep in mind when attempting to troubleshoot this issue?
Support cases have an urgency level. The urgency level determines how quickly Acquia Support will respond to the request, but does not impact a case's time-to-resolution. Here's what the different urgency levels mean:
Urgency
Description
Critical
Your production system is inoperative. Your business operations or productivity are severely impacted with no available workaround, or there is a critical security issue. Critical issues are eligible for 24x7 support for certain Acquia subscriptions.
High
Your production system is operating, but the issue is causing significant disruption of your business operations; a workaround is inadequate.
Medium
Your system is operating and the issue's impact on your business operations is moderate to low; a workaround or alternative is available.
Low
The issue is a minor inconvenience and does not impact business operations in any significant way; issues with little or no time sensitivity.
Acquia recommends creating Support cases as Medium urgency whenever possible, reserving the use of High for exceptional, non-urgent circumstances that require a more immediate response. Use Low urgency for issues Acquia Support can address within the next business day. For more information, see Problem definition categories.
Emergency contact for this case
The emergency contact fields only appear if Critical is selected as the case urgency. Complete these fields by adding the first and last name, email, and phone number of the emergency contact. This is the person Acquia Support will contact to resolve or report updates on the case.
After creating a case
After you create a case, you will receive a confirmation email. A member of the Acquia Support team, or your TAM, will respond to the case and provide assistance as soon as possible, based on the case's urgency and subscription level.
In a few instances, Acquia requests additional information or provide technical recommendations in a response. When this happens, it is important to provide a timely response and ensure a technical resource is available (if the issue requires it) to answer questions or assist in implementing application-related fixes.
Finding a case
You can find any case for your application in the Acquia Support case center. The case center stores two years of case history for you to access.
You can search within your available cases using the search field on this page.
To further refine your case search:
Select one of the following options according to the status of your case:
My Open Cases
My Open Critical Cases
My Closed Cases
Click your case number.
You can track the priority of your case along with the current status.
To add more information in the case, add comments.
To attach additional files or screenshots, click Add Files and select your files.
To close your case, click the edit icon in the Description of Issue section, select the Close My Case checkbox, and save the changes.
Case status
After you file your case, Acquia will use the Status field to let you know the case's relative state in Acquia's workflow, based on the following statuses:
Status
Explanation
New
This case has been filed and is awaiting a response from Acquia.
Working
An Acquia Support engineer or TAM has accepted the case and is working on it.
Solved
Acquia has provided an answer to the issue or completed the requested task. If you reply to a case in this status, the system automatically updates the status to Working. After a solution is provided, the status is updated again to Solved. Note that if a case is marked as Solved for 14 days, the status is updated to Closed.
Closed
All work on this case is completed. For additional discussion in a Closed case, file a follow-up case. To open a follow-up case, open the Closed case and click Create follow-up.
Your response needed (Pending)
Acquia has responded to your case and is awaiting additional information or instructions. If you require further assistance or have any questions, contact the support team to continue resolving the issue. If you no longer need help or the issue is resolved, there is no action required as the case will automatically resolve if it remains in Pending status for 10 consecutive days.
Sharing cases with others
All users on an application are automatically emailed when a new case is created. One contact per case receives further communication, but all customers on an application can view all cases for the application.
If you want additional users added to a case update the case with the necessary contact information. Acquia Support updates the case accordingly.
Issues with autoresponders
Users subscribed to Acquia cannot have any type of autoresponder functionality enabled. Autoresponders have the potential to create endless communication loops (in which two or more systems repeatedly send automated emails to one another) which can affect Acquia's ability to respond in a timely manner regarding your issue. Since many types of systems can use autoresponders, this functionality includes, but is not limited to, the following:
group aliases
mailing lists
ticketing systems
Acquia reserves the right to suspend any user account causing communication loops.
Problems with conflicting ticketing systems
If you have your own ticketing system that is capable of creating cases by email and you add your ticketing system's email address as a contact for your subscription, Acquia's ticketing system may then create reciprocal cases in your system. This can create a communication loop in which both systems repeatedly send automated emails to one another, which can interfere with Acquia's case management workflow, and may result in responses to cases being lost or missed. To prevent this from happening, remove your ticketing system's contact email from your subscription.
New subscriptions
When filing a case, the system requires you to choose an existing subscription.
When you file your case to create a new one, choose an existing subscription with the same contacts as the ones you want on your new subscription. This will allow Acquia to make sure the appropriate contacts are added to your new subscription.
Ensuring Acquia can access your website
Ensure you identify any issue that could prevent Acquia from accessing your website for troubleshooting purposes.
For example, the Drupal account created during installation (UID 1) has all permissions by default, so failing to secure the account may result in potential security risks. To protect against this, you may block UID 1 from accessing your website, but doing so could prevent Acquia from accessing your website to troubleshoot issues.
To avoid this problem, without creating a security risk, use one of the following methods:
Share a persistent username and password that Acquia can use to access your website. Do not share this username and password in a case; instead, add the credentials to a file in the /home/sitename directory.
Satisfaction survey
After closing a case, you may receive a brief satisfaction survey to rate your experience as Good or Bad. The survey also includes an opportunity for you to provide a comment regarding the case.
Support and TAM case information
If you have access to Support cases with your subscription, you can easily file a case with Acquia Support or your Technical Account Manager (TAM), depending on your subscription. This process is as easy as signing in to your Acquia account and visiting this URL.
Before creating a case
Before you create a case, check the following resources to confirm whether your problem is a known issue:
Visit the Acquia Status page to ensure that Acquia systems are operational. On the Acquia Status page, you can click Subscribe to Updates to receive updates whenever Acquia creates or updates an incident.
Search for existing Acquia documentation that relates to your issue.
Creating a Support or TAM case as a non-Drupal Cloud customer
For Customer Data Platform (CDP), Campaign Studio, Wingify, and Digital Asset Management (DAM) customers, the process to access Support cases differs from that for Drupal Cloud customers.
To create a Support case, follow these steps for each respective product:
Campaign Studio
Click the question mark icon (?) on the top-right corner of the UI.
To create a Support or TAM case, you must have an Acquia subscription that supports it, and you must not have used all of your provided Support or TAM cases. For more information, see the Support Users Guide.
Important
If the case creation page displays the This user account is not authorized to create Support requests message, verify that:
Your Acquia account is active and associated with an Acquia organization.
Your subscription includes Support cases and you have remaining Support cases.
If you still cannot create a Support cases contact your organization's administrator to confirm your Support case access. For contact options, visit Contacting Acquia Support.
In Application, select the application where you encountered the issue.
Click Next.
In Subject, specify a clear and concise subject that describes the nature of the issue and the affected websites or environments.
In Description, specify a complete description of the issue.
In Request Type, select one of the following options according to your requirement:
Support Case: If you want to report an issue on your website or you have a question related to your Drupal website, and you want Acquia Support's assistance to solve your issue.
Event/Notification/Launch: If you want to notify Acquia about an impending event or launch, or communicate time-sensitive subscription activities such as, but not limited to, website traffic warnings, environment testing, scans, or releases.
Billing: If you have questions or need assistance with a billing related issue.
TAM Request: If you have a Technical Account Manager (TAM) as part of your Acquia subscription and you want the TAM's assistance.
In Urgency, select an option to indicate how quickly you want Acquia Support to respond to your request.
In Product or Service, select the product or service that applies to your issue.
Entering case field information
Subject
Make your case titles short and to the point, summing up the nature of the issue and include which websites or environments are affected. This approach allows Acquia to quickly identify and respond to trends if multiple customers are experiencing the same issue. As you enter text in the field, related links may appear underneath the subject field to assist you with solving common problems. Links will open in a new tab.
Description
A good, clear, and complete description helps Acquia respond to your issue speedily and more accurately. with a first response that is more likely to be a useful solution, rather than only a request for additional information. Keep the following tips in mind when you provide your issue description:
Provide the full URLs affected by the issue.
This includes URLs of pages on your website where you see errors listed, Acquia UI URLs, or URLs of third-party services having trouble connecting to your Acquia website.
Describe the context and nature of the problem.
Include the case numbers of related cases, when possible.
Include the exact text of any error and where it's being displayed.
Where applicable, include the Task ID for any failed tasks.
Include when the issue occurred (exact time and time zone).
If relevant, attach screenshots or logs.
List the steps that will reproduce the issue.
Include what you have done to try to resolve the issue yourself.
Describe anything that was confusing about what happened.
Are there any special instructions or warnings Acquia should keep in mind when attempting to troubleshoot this issue?
Support cases have an urgency level. The urgency level determines how quickly Acquia Support will respond to the request, but does not impact a case's time-to-resolution. Here's what the different urgency levels mean:
Urgency
Description
Critical
Your production system is inoperative. Your business operations or productivity are severely impacted with no available workaround, or there is a critical security issue. Critical issues are eligible for 24x7 support for certain Acquia subscriptions.
High
Your production system is operating, but the issue is causing significant disruption of your business operations; a workaround is inadequate.
Medium
Your system is operating and the issue's impact on your business operations is moderate to low; a workaround or alternative is available.
Low
The issue is a minor inconvenience and does not impact business operations in any significant way; issues with little or no time sensitivity.
Acquia recommends creating Support cases as Medium urgency whenever possible, reserving the use of High for exceptional, non-urgent circumstances that require a more immediate response. Use Low urgency for issues Acquia Support can address within the next business day. For more information, see Problem definition categories.
Emergency contact for this case
The emergency contact fields only appear if Critical is selected as the case urgency. Complete these fields by adding the first and last name, email, and phone number of the emergency contact. This is the person Acquia Support will contact to resolve or report updates on the case.
After creating a case
After you create a case, you will receive a confirmation email. A member of the Acquia Support team, or your TAM, will respond to the case and provide assistance as soon as possible, based on the case's urgency and subscription level.
In a few instances, Acquia requests additional information or provide technical recommendations in a response. When this happens, it is important to provide a timely response and ensure a technical resource is available (if the issue requires it) to answer questions or assist in implementing application-related fixes.
Finding a case
You can find any case for your application in the Acquia Support case center. The case center stores two years of case history for you to access.
You can search within your available cases using the search field on this page.
To further refine your case search:
Select one of the following options according to the status of your case:
My Open Cases
My Open Critical Cases
My Closed Cases
Click your case number.
You can track the priority of your case along with the current status.
To add more information in the case, add comments.
To attach additional files or screenshots, click Add Files and select your files.
To close your case, click the edit icon in the Description of Issue section, select the Close My Case checkbox, and save the changes.
Case status
After you file your case, Acquia will use the Status field to let you know the case's relative state in Acquia's workflow, based on the following statuses:
Status
Explanation
New
This case has been filed and is awaiting a response from Acquia.
Working
An Acquia Support engineer or TAM has accepted the case and is working on it.
Solved
Acquia has provided an answer to the issue or completed the requested task. If you reply to a case in this status, the system automatically updates the status to Working. After a solution is provided, the status is updated again to Solved. Note that if a case is marked as Solved for 14 days, the status is updated to Closed.
Closed
All work on this case is completed. For additional discussion in a Closed case, file a follow-up case. To open a follow-up case, open the Closed case and click Create follow-up.
Your response needed (Pending)
Acquia has responded to your case and is awaiting additional information or instructions. If you require further assistance or have any questions, contact the support team to continue resolving the issue. If you no longer need help or the issue is resolved, there is no action required as the case will automatically resolve if it remains in Pending status for 10 consecutive days.
Sharing cases with others
All users on an application are automatically emailed when a new case is created. One contact per case receives further communication, but all customers on an application can view all cases for the application.
If you want additional users added to a case update the case with the necessary contact information. Acquia Support updates the case accordingly.
Issues with autoresponders
Users subscribed to Acquia cannot have any type of autoresponder functionality enabled. Autoresponders have the potential to create endless communication loops (in which two or more systems repeatedly send automated emails to one another) which can affect Acquia's ability to respond in a timely manner regarding your issue. Since many types of systems can use autoresponders, this functionality includes, but is not limited to, the following:
group aliases
mailing lists
ticketing systems
Acquia reserves the right to suspend any user account causing communication loops.
Problems with conflicting ticketing systems
If you have your own ticketing system that is capable of creating cases by email and you add your ticketing system's email address as a contact for your subscription, Acquia's ticketing system may then create reciprocal cases in your system. This can create a communication loop in which both systems repeatedly send automated emails to one another, which can interfere with Acquia's case management workflow, and may result in responses to cases being lost or missed. To prevent this from happening, remove your ticketing system's contact email from your subscription.
New subscriptions
When filing a case, the system requires you to choose an existing subscription.
When you file your case to create a new one, choose an existing subscription with the same contacts as the ones you want on your new subscription. This will allow Acquia to make sure the appropriate contacts are added to your new subscription.
Ensuring Acquia can access your website
Ensure you identify any issue that could prevent Acquia from accessing your website for troubleshooting purposes.
For example, the Drupal account created during installation (UID 1) has all permissions by default, so failing to secure the account may result in potential security risks. To protect against this, you may block UID 1 from accessing your website, but doing so could prevent Acquia from accessing your website to troubleshoot issues.
To avoid this problem, without creating a security risk, use one of the following methods:
Share a persistent username and password that Acquia can use to access your website. Do not share this username and password in a case; instead, add the credentials to a file in the /home/sitename directory.
Satisfaction survey
After closing a case, you may receive a brief satisfaction survey to rate your experience as Good or Bad. The survey also includes an opportunity for you to provide a comment regarding the case.
Click Next.
Enter the details in the fields that appear based on the selected Request Type.
Click Next.
To upload files or screenshots, click Upload Files and select them. You can upload files to the case after a case is created.
Click Next > Finish.
The system creates the case.
To view your newly created case, click My Cases.
Did not find what you were looking for?
If this content did not answer your questions, try searching or contacting our support team for further assistance.
Click Next.
Enter the details in the fields that appear based on the selected Request Type.
Click Next.
To upload files or screenshots, click Upload Files and select them. You can upload files to the case after a case is created.
Click Next > Finish.
The system creates the case.
To view your newly created case, click My Cases.
Did not find what you were looking for?
If this content did not answer your questions, try searching or contacting our support team for further assistance.
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