Support Communications

Acquia Support will notify customers about the following types of events:

  • Scheduled maintenance

    Schedule maintenance actions are planned maintenance actions (such as Acquia Cloud releases, Acquia Cloud Site Factory releases, or other routine maintenance) that are required to ensure that your application remains secure and performative. Scheduled maintenance actions are typically communicated using email, although you may also receive these maintenance notices as a ticket. Scheduled maintenance is often performed between 11:00pm and 7:00am local time to your hosting region in an attempt to minimize impact to you and your website visitors.

  • Unscheduled maintenance

    Unscheduled maintenance is urgent maintenance that must be performed to ensure the security or performance of your application. This maintenance may begin immediately after a security vulnerability is announced or if your instance becomes impaired and requires maintenance to return it to its optimal functionality. If unscheduled maintenance is required for the entire platform, it will be communicated by updates to status.acquia.com or by email. If unscheduled maintenance is required to address a specific impairment to the instances support your application, you will be notified using a Support ticket. For some unscheduled maintenance events, especially critical security events, we will act first, then notify as quickly as possible.

  • Product changes or improvements

    Product improvements or changes typically occur when Acquia implements changes to the method by which customers interact with their applications, either with the Acquia Network interface, Acquia Dev Desktop, or terminal access, or when Acquia implements improvements to specific Acquia products (such as Acquia Lift, Mollom, or Acquia Cloud Edge). These changes are typically scheduled 30 to 90 days in advance to ensure that customers have sufficient time to make any required changes to take advantage of these improvements.

    The channel that is used to communicate a change depends on the length of the campaign, the number of customers involved, and the impact that the change will have on application functionality or the Acquia Network interface. Such changes will often accompany an Acquia Cloud release; in such cases, customers will be notified in the Acquia Cloud release notes and release notifications. Customers may additionally be notified about specific changes or improvements by email, a Support ticket, or direct outreach from their Account Manager or Technical Account Manager. Customers will receive no fewer than two notifications regarding such a change.

  • End-of-life (EOL) campaigns

    EOL campaigns focus on efforts to ensure that all components of the Acquia Cloud platform, Acquia products and product features, and other Acquia services remain secure, supported, and up-to-date to provide Acquia customers the performance benefits of emerging cloud technologies. Obsolete platform components may impact site performance or security and can require changes to customer applications when retired. These campaigns typically span three to six months to allow us to work with customers to ensure that application impact is minimized, and the timing of the changes are scheduled to allow customers sufficient time to make any necessary changes to their applications. During EOL campaigns, customers should expect to be contacted several times across many communication channels, including (but not limited to) an announcement on our Software end-of-life schedule, articles on the Acquia Help Center, email notices, Twitter promotion campaigns, Support tickets, and direct outreach from their Account Manager, Technical Account manager, or Acquia Support staff.

  • Holidays

    Customers will be notified one week prior to any office closures due to local or regional holidays. Customers will receive notices based on their Support region (Europe/Africa/Middle East, Asia Pacific/Japan, or the Americas) indicating the Acquia resources that are available for Critical request responses during the office closure. All other resources should be considered unavailable until the appropriate regional office reopens.

Acquia communication channels

Acquia uses several communication channels to reach customers, and may use them in conjunction depending upon the nature and urgency of the message. This includes, but is not limited to, the following:

  • status.acquia.com

    We post updates about outages and availability at status.acquia.com. Sign up there to automatically be notified about platform-wide issues.

  • Support tickets

    By default, roles with the Include as a collaborator on all help requests by default permission will be copied on all new Support tickets. To provide a team member a new or additional role, or more detail on editing roles to assign permissions, see Working with roles and permissions for instructions.

  • Twitter

    The @acquia_support account broadcasts information about platform-wide issues and answers general questions from Acquia’s customers. Critical, time-sensitive, or detailed questions should be directed to Support tickets.

  • EOL calendar

    Acquia lists anticipated product, service, and technology end-of-life dates for Acquia's products on the Support end-of-life calendar.

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