Note
For additional information about Drupal, see drupal.org.
Last updated: September 16, 2024
This page outlines the support services provided by Acquia for various Drupal components, including the scope of support for Drupal core, contributed modules and themes, custom modules and themes. It also details the supported versions of Drupal and subscription information for different service tiers.
Components
- Drupal core
- Custom Modules and Themes
- Drupal core’s experimental modules
- Community-Contributed Modules and Themes
Supported versions
- 7.x (Drupal core and contribute modules only)
- Current Drupal version
- Unmodified core and major Drupal.org distributions are supported.
Subscription information
Cloud Platform
- Starter
- Basic
- Business
- Premium
- Elite
- Standard
- Plus
Site Factory
- SaaS tier
- PaaS tier
Support scope
Drupal core support
Acquia provides diagnostic services for troubleshooting Drupal core modules. Unmodified core, and major Drupal.org distributions, are supported. If a bug or issue is discovered in a core module, Acquia will submit an issue to the Drupal.org module issue queue on the Customer’s behalf. Acquia can advocate with Drupal core maintainers for a fix like any other member of the Drupal community, but Acquia cannot influence priority. Acquia does not control core maintainer priorities, resources, or the Drupal roadmap. The core maintainers control if the issue will be fixed and included in a subsequent release. Acquia recommends caution when electing to patch Drupal code, as this can complicate or put future code updates at risk (including security fixes).
Drupal core’s experimental modules
Unmodified experimental core modules with a minimum stability of beta are supported on a best-efforts basis. Support for experimental modules that are in an alpha or development state is limited to basic diagnostics only.
Community-Contributed Modules and Themes
Acquia provides diagnostic services for troubleshooting contributed modules. If a bug or issue is discovered in a contributed module, Acquia may submit an issue to the Drupal.org module issue queue on the Customer’s behalf. Acquia may address the issue directly if a solution can be developed within one hour or less of work; in these situations, Acquia may also submit a patch.
The module maintainer controls accepting and including the patch in a future release. If the maintainer chooses to not include the patch in a release, the Customer is solely responsible for the module’s maintenance and the merging of any security update changes.
Support for modules not marked as recommended or are in a beta or development state is limited to basic diagnostics only. Acquia does not finish modules, code new features, or fix major bugs. Acquia can help diagnose theme output issues, but may not be able to assist with troubleshooting or fixing browser rendering issues.
Custom Modules and Themes
Acquia provides diagnostic services for troubleshooting custom modules. As part of our service, Acquia will identify website issues linked to custom code, and Acquia may identify particular aspects of custom code that are responsible for the reported issue. In some cases, Acquia may provide a fix or fix approach, but it is the responsibility of the Customer to fix issues with custom modules. Acquia Support does not provide code review services, but those are available from Acquia Professional Services. Acquia can help diagnose theme output issues, but may not be able to assist with troubleshooting or fixing browser rendering issues.
Drupal Gardens distribution
Acquia maintains and provides diagnostic services for troubleshooting the Drupal Gardens distribution. If a bug or issue is discovered in the distribution, Acquia will provide hotfixes for critical issues and otherwise schedule fixes as appropriate.
Drupal application support
Acquia offers support for Drupal only when it is installed at the top level of the docroot (/docroot/) directory. Drupal installations either in other folders or nested in an application are not supported configurations, for the following reasons:
- Alternate or nested docroot directories create a poor and risky development workflow.
- Diagnosing issues is more complicated, due to shared logs and other factors.
- Acquia diagnostic and automation tools operate only on the top-level docroot directory.
- Remote Administration automated security updates cannot be applied to alternate applications.
- Performance of all websites can be compromised, and proper functioning of Cloud Platform functionality is not tested or assured.
Where applicable, additional websites can be developed using a multisite configuration. Additional websites using another instance of the Drupal codebase may also be developed in a completely separate codebase. Subscription levels and purchased codebases determine the number of codebases available in the scope of your Cloud Platform subscription.