Service Offerings
Support Users Guide
If you are using a static copy of this page, access https://docs.acquia.com/service-offerings/support-users-guide to view the most recent version.
This Support Users Guide describes the specific Support services provided by Acquia to our customers. Acquia will update this guide from time-to-time to reflect enhancements to our service and policy updates.
| Section | Description |
|---|---|
| Contacting Acquia Support | Provides information about different methods to contact Acquia Support and the process to create Support tickets. |
| Supported software life cycle | Provides an overview of Acquia’s version support policy, details of the support life cycle phases, and descriptions of supported software environments. |
| Customer resources | Provides information about the resources Acquia offers users for support, Acquia’s support policy, and customer success tips. |
| Infrastructure, security, & upgrades | Provides information about Acquia’s platform maintenance and security upgrades, emergency maintenance and resizing, infrastructure support, and Varnish Configuration Language (VCL) policy. |
| Root Cause Analysis (RCA) | Provides information about Acquia’s root cause analysis policy and process. |
| Service Level Agreement (SLA) | Provides information about Acquia’s service level agreements for each subscription. |
Acquia Inc. reserves the right to change the Support Users 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 |
| July 1, 2025 | Added document changelog. Added quicklinks. |
| Out-of-scope applications | Provides information about applications, environments, and services that are out of Acquia’s support scope. |
| Acquia Product Support Scope | Provides information about the scope of support for each of Acquia’s products and services. |
| Other Services Support Scope | Provides information about the scope of support for other services. |
If this content did not answer your questions, try searching or contacting our support team for further assistance.
| Out-of-scope applications | Provides information about applications, environments, and services that are out of Acquia’s support scope. |
| Acquia Product Support Scope | Provides information about the scope of support for each of Acquia’s products and services. |
| Other Services Support Scope | Provides information about the scope of support for other services. |
If this content did not answer your questions, try searching or contacting our support team for further assistance.