Convert powered by VWO Support Scope

Acquia has partnered with VWO to provide Testing, Insights, and Personalize services as Acquia Convert Powered by VWO.

Last updated: March 2025

Subscription information¶

Support type		Description	Timeframe
Support Availability		The availability of the Support team to respond and resolve queries is irrespective of the time zone.	24 X 6 support except Indian public holidays and other listed holidays
First Response Time		The availability of the Support team is only on working days and within the hours of VWO operation. This time shall change to 24 hours if support is required beyond regular hours of operation for VWO.	4 hours during standard hours of operation (below). Outside of standard hours of operation, first response time is 24 hours.

Standard hours of operation for Support are as follows: 5am IST Monday morning to 5am IST Saturday morning.

How to get help: Create a support ticket with Acquia or create a support ticket with VWO under Need Help in the VWO Dashboard.

Support will diagnose problems with all VWO products, the administrative interface, or End Customer-created tests, personalizations and campaigns. Such diagnosis support shall not include creation of any tests or campaigns.
The health or integrity of End Customer content is the End Customer’s responsibility apart from Acquia and VWO’s scope of service, which is limited to ensuring the system can distribute content.
Acquia Support will not be responsible for troubleshooting code-level integrations between VWO and End Customers’ non-Drupal CMS.

If this content did not answer your questions, try searching or contacting our support team for further assistance.

Acquia has partnered with VWO to provide Testing, Insights, and Personalize services as Acquia Convert Powered by VWO.

Last updated: March 2025

Support type		Description	Timeframe
Support Availability		The availability of the Support team to respond and resolve queries is irrespective of the time zone.	24 X 6 support except Indian public holidays and other listed holidays
First Response Time		The availability of the Support team is only on working days and within the hours of VWO operation. This time shall change to 24 hours if support is required beyond regular hours of operation for VWO.	4 hours during standard hours of operation (below). Outside of standard hours of operation, first response time is 24 hours.

Standard hours of operation for Support are as follows: 5am IST Monday morning to 5am IST Saturday morning.

How to get help: Create a support ticket with Acquia or create a support ticket with VWO under Need Help in the VWO Dashboard.

Support will diagnose problems with all VWO products, the administrative interface, or End Customer-created tests, personalizations and campaigns. Such diagnosis support shall not include creation of any tests or campaigns.
The health or integrity of End Customer content is the End Customer’s responsibility apart from Acquia and VWO’s scope of service, which is limited to ensuring the system can distribute content.
Acquia Support will not be responsible for troubleshooting code-level integrations between VWO and End Customers’ non-Drupal CMS.

If this content did not answer your questions, try searching or contacting our support team for further assistance.