Support Users Guide

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.

Contacting Acquia Support

Hours of operation

Standard hours of operation for Acquia Support are as follows:

Region Hours Phone Number(s)
Americas 8am - 8pm Eastern Time Monday-Friday +1-888-922-7842
Europe 8am - 6pm Central Europe Time Monday-Friday +44 -1865-520-011
Asia-Pacific and Japan 8am - 6pm AEST Monday-Friday +61-284-168-021

Customers with Starter, Basic, Business, Premium, and Elite Subscriptions or legacy Elite, Enterprise and Professional Plus subscriptions are entitled to 24x7x365 for Critical issues. For complete information on how to open a ticket with Acquia Support, see How to file a support ticket.

For more information, see Coverage Areas and Hours of Operation.

Problem definition categories

Acquia describes the urgency of support requests as indicated in the following table. Acquia responds to the submitted ticket based on the urgency indicated by the Customer at the time of ticket/issue submission.

Urgency Description
Critical Customer's production system is inoperative; or Customer's production operations or productivity are severely impacted with no available workaround; or is a critical security issue. Critical issues are eligible for 24x7 support for certain Acquia subscriptions.
High Customer’s production system is operating but issue is causing disruption of Customer’s business operations; workaround cannot be used for an extended period. This is the highest designation available for development and help desk questions
Medium Customer's system is operating and the issue’s impact on the Customer's business operations is moderate to low; a workaround or alternative is available.
Low Issue is a minor inconvenience and does not impact business operations in any significant way; issues with little or no time sensitivity.

For more information, see Issue Urgency Definitions.

Site launches

Support coverage outside normal business hours is limited to the mitigation of Critical issues as outlined previously in the Problem definition categories section. Customers are highly encouraged to launch during normal business hours when technical teams are fully staffed and the scope of coverage goes beyond limited Critical issue mitigation.

Acquia treats issues that prevent a site from launching as critical and eligible for 24x7 support if all of the following conditions apply:

  • The deployed site code and configuration have passed functional and load tests by the customer’s project team. (Site development is complete.)
  • The Customer Risk Report (CRR) provided by Acquia Ready includes no critical (red) items.
  • Launch is less than three calendar days away.
  • Launch date has been registered and confirmed with either Acquia Support or Acquia Ready at least seven days prior to expected launch.
  • Customer subscription level provides for 24x7 critical support.

Submitting critical support requests

For issues that meet the criteria of a Critical, Customers may report the issues using an online ticket (preferred method) or by telephone. 24x7x365 support is available only to Customers with or Starter, Basic, Business, Premium, and Elite Subscriptions, or legacy Pro Plus, Enterprise or Elite Support subscriptions. Refer to your current order form or contact your Account Manager if you are unsure.

  • Online Ticket - Tickets designated with Critical urgency initiate internal alerts and designate the request for a priority response.
  • Phone - When filing a Critical request by phone, press 6 from the main menu. This is a silent option not listed in the voice prompt. You will be directed to the Critical support voicemail. Leave a message with the name and phone number of the technical contact to be contacted, Website name, and a description of the issue. Be sure to include a clear description of the symptoms and any actions taken that may be related to the cause or attempted remedies.

Acquia’s on-call support team member will take the following actions:

  • Initial action - Contact the Customer reporting the issue or as otherwise designated.
  • Before changes are made - Request confirmation in a ticket for changes to the website or configuration that were requested verbally.
  • Ongoing action - Issue regular Customer and internal updates until resolution.

Submitting all other support requests

Support for all non-Critical issues is available during Acquia business hours. You can submit these tickets either by online ticket or a phone call:

  • Online Ticket - Customer will make requests of Acquia support through Acquia’s online ticket management system.
  • Phone - Monday – Friday (determined by Customer’s address). Developer and Partner subscriptions are not entitled to phone support.
  • Email - Acquia no longer accepts new support requests by email and requests that all customers submit new support requests either online or by phone. This allows us to associate important subscription and priority information with the request so that our teams can expediently handle the request. Acquia may still handle replies and updates to support tickets submitted online by email provided that the email body is retained in the reply.

Issue submission process:

  • When submitting a ticket, the Customer provides a description of the issue or request, a description of the mission impact, and designates the level of urgency of the request as Critical, High, Medium, or Low pursuant to the urgency categories set forth in the Problem definition categories section.
  • Acquia evaluates the request and provides an initial response in the time determined by the Customer subscription’s service response levels.
  • The Customer works with Acquia to provide additional information about reported issue (for example, website functionality, related applications as needed to diagnose the issue, and infrastructure-related information).
  • Acquia tracks progress notes and related communications in the online ticket system through the resolution of the issue or request.
  • Acquia contacts the Customer either by phone or by using the online ticket system to confirm details and initiate diagnosis.
  • If the Customer makes a request by phone, Acquia opens a ticket on the Customer's behalf to track the issue through resolution. If changes to the site or configuration are requested verbally, confirmation will be requested in a ticket before the changes are made.
  • Issues not submitted to Acquia either through the online ticket portal or by phone bypass our standard request handling and default to Medium or Low priority. This may cause a delay in the desired response time.

Local language support

In order to provide the most consistent, high quality support to our Customer across the globe, Acquia has set the following standards for communications with our Customer:

  • All written communications will be in English. This ensures that all Support team members can work on all Critical issues, and experts can be engaged in a Customer situation without delay.
  • Acquia Support can participate in English language discussions with Customers across all geographies 24/7.
  • Spanish language conversations are available in the Americas during business hours (8am-8pm Eastern) pending resource availability.
  • Acquia Support may be available to converse with Customers in the following languages during Europe's business hours (8a-6p CET), pending resource availability:
    • French
    • German
    • Dutch
  • Acquia continually reviews Customer requirements and staff skills in this area so that we may be in the best position to support our Customers.

Scope of Support services

Overview of Acquia subscriptions

Acquia Cloud Enterprise

Tier Description
Elite
  • Unlimited Acquia product support
  • Unlimited Drupal Application Allowances
  • 24/7 support for critical issues with 30-minute response time SLA
  • Premium Remote Administration
  • Access to Technical Account Manager (TAM)
  • Access to Acquia Help Center
  • Phone support
Premium
  • Unlimited Acquia product support
  • 60 Drupal Application Allowances
  • 12 Advisory Hours
  • 24/7 support for critical issues with one-hour response time SLA
  • Premium Remote Administration
  • Phone support
  • Access to Acquia Help Center
Business
  • Unlimited Acquia product support
  • 36 Drupal Application Allowances
  • Eight Advisory Hours
  • 24/7 support for critical issues with one-hour response time SLA
  • Standard Remote Administration
  • Phone support
  • Access to Acquia Help Center
Basic
  • Unlimited Acquia product support
  • 12 Drupal Application Allowances
  • Four Advisory Hours
  • 24/7 support for critical issues with one-hour response time SLA
  • Standard Remote Administration
  • Phone support
  • Access to Acquia Help Center
Starter
  • Unlimited Acquia product support
  • Four Drupal Application Allowances
  • One Advisory Hour
  • 24/7 support for critical issues with one-hour response time SLA
  • Phone support
  • Access to Acquia Help Center

Acquia Cloud Professional

Tier Description
Premium
  • Unlimited Acquia product support
  • 60 Drupal Application Allowances
  • 12 Advisory Hours
  • 24/7 support for critical issues with one-hour response time SLA
  • Premium Remote Administration
  • Phone support
  • Access to Acquia Help Center
Business
  • Unlimited Acquia product support
  • 36 Drupal Application Allowances
  • Eight Advisory Hours
  • 24/7 support for critical issues with one-hour response time SLA
  • Standard Remote Administration
  • Phone support
  • Access to Acquia Help Center
Basic
  • Unlimited Acquia product support
  • 12 Drupal Application Allowances
  • Four Advisory Hours
  • 24/7 support for critical issues with one-hour response time SLA
  • Standard Remote Administration
  • Phone support
  • Access to Acquia Help Center
Starter
  • Unlimited Acquia product support
  • Four Drupal Application Allowances
  • One Advisory Hour
  • 24/7 support for critical issues with one-hour response time SLA
  • Phone support
  • Access to Acquia Help Center

Acquia Insight Subscription

Tier Description
Elite
  • Unlimited Drupal Application Allowances
  • 24/7 support for critical issues with 30-minute response time SLA
  • Access to Technical Account Manager (TAM)
  • Phone support
  • Access to Acquia Help Center
Premium
  • 60 Drupal Application Allowances
  • 12 Advisory Hours
  • 24/7 support for critical issues with one-hour response time SLA
  • Phone support
  • Access to Acquia Help Center
Business
  • 36 Drupal Application Allowances
  • Eight Advisory Hours
  • 24/7 support for critical issues with one-hour response time SLA
  • Phone support
  • Access to Acquia Help Center
Basic
  • 12 Drupal Application Allowances
  • Four Advisory Hours
  • 24/7 support for critical issues with one-hour response time SLA
  • Phone support
  • Access to Acquia Help Center
Starter
  • Four Drupal Application Allowances
  • One Advisory Hour
  • 24/7 support for critical issues with one-hour response time SLA
  • Phone support
  • Access to Acquia Help Center
Developer / Partner
  • Forum-based Drupal Support
  • Business hour support for non-Drupal issues
  • No phone support

Gratis subscriptions provided to the Drupal community are not eligible for tickets, advisory hours, or Remote Administration, and are subject to our Terms of Use.

Overview of legacy Acquia subscriptions

Service Description
Elite
  • 24/7 support for Critical issues
  • Highest level of response time available
  • Unlimited support tickets
  • Access to Technical Account Manager
  • Remote Administration (RA) included
  • Bundled Advisory Hours per your agreement
  • Access to Acquia Network & Help Center tools
  • Requires Acquia Cloud Enterprise
  • Phone support
Enterprise
  • 24/7 support for Critical issues
  • Enhanced support response time
  • Unlimited support tickets (Acquia Cloud Site Factory customers have a limited number of Drupal Support tickets per your agreement)
  • Remote Administration included
  • Bundled Advisory Hours as per your support agreement
  • Access to Acquia Network & Help Center tools
  • Requires Acquia Cloud Enterprise
  • Phone support
Pro Plus
  • 24/7 support for Critical issues
  • Limited number of Drupal Support tickets per your agreement
  • Limited bundle of Advisory Hours per your agreement
  • Access to Acquia Network & Help Center tools
  • Phone support
Professional
  • Business hour support (by ticket only)
  • Limited number of Drupal Support tickets
  • Access to Acquia Network & Help Center tools
  • No phone support
Acquia Cloud Enterprise
  • 24/7 support for with proactive response to site issues
  • Unlimited infrastructure support tickets
  • 24/7 infrastructure monitoring
  • High availability options
  • Drupal tuned stack
  • Drupal developer tools
  • Phone support
Acquia Cloud Professional
(formerly Acquia Cloud standard)
  • Self-service support and server management
  • Unlimited infrastructure support tickets
  • Monitored to ensure server availability
  • Drupal tuned stack
  • Drupal developer tools
  • No phone support

Supportability matrix

Acquia supports the following applications and versions as listed in the following table. Acquia Cloud Site Factory applications and versions are listed separately.

Application Component Versions Supported Support Scope Subscription Information
Drupal Drupal core 6.x and above Unmodified core, major drupal.org distributions, and the Pressflow 6.x fork are supported
  • Elite
  • Enterprise
  • Pro Plus
  • Professional
Drupal Community-Contributed Modules and Themes 6.x and above Acquia provides diagnostic services for troubleshooting contributed modules. If a bug/issue is discovered in a contributed module, Acquia will submit an issue to the Drupal.org module issue queue on the Customer's behalf. Acquia may choose to address the issue directly if the solution is simple (can be addressed in one hour or less), and in those cases Acquia may submit a patch, too. The module maintainer controls whether the patch is accepted and included in a subsequent release, or not. If the maintainer chooses not to include it in a release, then the Customer is solely responsible for the module's maintenance and the merging of any security update changes. Support for modules that are not marked as recommended or are in a beta/development state is limited to basic diagnostics only. Acquia does not "finish" modules, code new features, or fix major bugs. Acquia can help diagnose issues with theme output, however, may not be able to assist with troubleshooting or fixing browser rendering issues.
  • Elite
  • Enterprise
  • Pro Plus
  • Professional
Drupal Custom Modules and Themes 6.x and above Acquia provides diagnostic services for troubleshooting custom modules. As part of our service, Acquia will identify site issues that are 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 suggest 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 issues with theme output, however, may not be able to assist with troubleshooting or fixing browser rendering issues.
  • Elite
  • Enterprise
  • Pro Plus
  • Professional
Drupal Third-Party Integration Module (for example, LDAP, external service connectors) 6.x and above Acquia will assist the Customer to ensure that all Drupal modules function properly. Acquia may be able to assist with configuring the module to connect or operate with the third-party service. However, it is the Customer's responsibility to ensure that the configuration is complete and functional.
  • Elite
  • Enterprise
  • Pro Plus
  • Professional
Acquia Services Acquia Cloud Shield N/A Acquia will provide configuration of the connection between Acquia Cloud Enterprise and one Customer-defined gateway device point. Changes to the customer end point after configuration will incur additional setup fees.
  • Elite
  • Enterprise
Acquia Services Acquia Cloud Edge powered by CloudFlare N/A Acquia Cloud Edge consists of two products:
  • Acquia Cloud Edge Protect for DDOS protection and Web Application Firewall (WAF) services
  • Acquia Cloud Edge CDN for website acceleration

Acquia Cloud Edge Protect and Acquia Cloud Edge CDN can be purchased together or individually.

Acquia will assist the Customer with the configuration and troubleshooting of the Acquia Cloud Edge product for which they are entitled. Acquia Cloud Edge will be supported for use with domains of websites delivered through Acquia Cloud. Acquia Cloud Edge does not require the use of any CloudFlare-related modules from drupal.org. If the Customer chooses to employ such a module, and during the course of troubleshooting a bug/issue is discovered in the contributed module, Acquia will submit an issue to the drupal.org module issue queue on the Customer's behalf and/or recommend discontinuation of the module's use.

If the Customer is entitled to the Acquia Cloud Edge Protect product, CloudFlare may initiate contact with the Customer directly in the case where a malicious attack is detected against a Customer domain, and immediate action is required to mitigate the attack. In such a case, CloudFlare will also alert Acquia, and Acquia will initiate the escalation process with the Customer.

  • Elite
  • Premium
  • Business
Acquia Services Acquia Content Hub Drupal 7.x
  • Basic - Unlimited product support for Acquia Content Hub when connected to Drupal using Acquia-provided connector modules.
  • Enterprise - Unlimited product support for Acquia Content Hub when connected to Drupal.
  • Enterprise Add-Ons - Verifying network connectivity between Acquia Content Hub and the connected application, and troubleshooting data flow issues through log analysis of Acquia applications. Acquia Support cannot troubleshoot third-party or customer applications connected to Acquia Content Hub.
  • Enterprise
  • Elite
Acquia Services Mollom Spam Blocking 6.x and above Includes support for the Drupal/Mollom integration module and the Mollom services. Requires a Mollom subscription
Acquia Services Git/SVN N/A We provide support on its interoperability as it relates to our hosting platform. We do not provide general advice on how to use version control systems or provide support for Git/SVN outside of the Acquia-hosted environment.
  • Elite
  • Enterprise
  • Pro Plus
  • Professional
Acquia Services PHP Extensions and Libraries 5.5 and above We support the integration of PHP extensions with the Customer's Drupal implementation. The Customer is responsible for compiling compatible php extensions and for providing .so files in their code repository. See Adding non-Drupal PHP extensions or libraries to your website. Customer is responsible for troubleshooting any resulting PHP functionality issues.
  • Elite
  • Enterprise
  • Pro Plus
  • Professional
Acquia Services Acquia Search Platform 4.x and above This includes the functionality to connect to Acquia Search Platform. There may be limited customization and configuration options in the Acquia Search Platform, as referenced in the Custom Solr configuration documentation page.
  • Elite
  • Enterprise
  • Pro Plus
  • Professional
Acquia Services Acquia Lift 7.x Acquia Support will diagnose problems with the Acquia Lift module, Acquia Lift's administrative interface, or customer-created campaigns. Acquia Support will not be responsible for troubleshooting code-level integrations between Acquia Lift and Drupal. Acquia Support can discuss configuring campaigns or understanding Acquia Lift reports as part of advisory hours.
  • Elite
  • Enterprise

These applications are supported for Customers using the Acquia infrastructure and for Customers that choose to host their own applications.

Acquia Cloud Site Factory

Application Component Versions Supported Support Scope Subscription Information
Drupal Drupal Gardens distribution 7.x Acquia maintains and provides diagnostic services for troubleshooting the Drupal Gardens distribution. If a bug/issue is discovered in the distribution, Acquia will provide hotfixes for critical issues and otherwise schedule fixes as appropriate.
  • SaaS tier
  • PaaS tier
Drupal Drupal core 7.x Unmodified core and major drupal.org distributions are supported.
  • PaaS tier
Drupal Community-Contributed Modules and Themes 7.x Acquia provides diagnostic services for troubleshooting contributed modules. If a bug/issue is discovered in a contributed module, Acquia will submit an issue to the Drupal.org module issue queue on the Customer's behalf. Acquia may choose to address the issue directly if the solution is simple (can be addressed in one hour or less), and in those cases Acquia may submit a patch. The module maintainer controls whether the patch is accepted and included in a subsequent release, or not. If the maintainer chooses not to include it in a release, then the Customer is solely responsible for the module's maintenance and the merging of any security update changes. Support for modules that are not marked as recommended or are in a beta/development state is limited to basic diagnostics only. Acquia does not "finish" modules, code new features, or fix major bugs. Acquia can help diagnose issues with theme output, however, may not be able to assist with troubleshooting or fixing browser rendering issues.
  • PaaS tier
Drupal Custom Modules and Themes 7.x Acquia provides diagnostic services for troubleshooting custom modules. As part of our service, Acquia will identify site issues that are 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 suggest 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 issues with theme output, however, may not be able to assist with troubleshooting or fixing browser rendering issues.
  • PaaS tier
Drupal Third-Party Integration Modules (such as LDAP or other external service connectors) 7.x Acquia will assist the Customer to ensure that all Drupal modules function properly. Acquia may be able to assist with configuring the module to connect or operate with the third-party service. However, it is the Customer's responsibility to ensure that the configuration is complete and functional.
  • PaaS tier
Acquia Services Acquia Cloud Edge powered by CloudFlare N/A Acquia Cloud Edge consists of two products:
  • Acquia Cloud Edge Protect for DDOS protection and Web Application Firewall (WAF) services
  • Acquia Cloud Edge CDN for website acceleration

Acquia Cloud Edge Protect and Acquia Cloud Edge CDN can be purchased together or individually.

Acquia will assist the Customer with the configuration and troubleshooting of the Acquia Cloud Edge product for which they are entitled. Acquia Cloud Edge will be supported for use with domains of websites delivered throughAcquia Cloud. Acquia Cloud Edge does not require the use of any CloudFlare-related modules from Drupal.org. If the Customer chooses to employ such a module, and during the course of troubleshooting a bug/issue is discovered in the contributed module, Acquia will submit an issue to the drupal.org module issue queue on the Customer's behalf and/or recommend discontinuation of the module's use.

If the Customer is entitled to the Acquia Cloud Edge Protect product, CloudFlare may initiate contact with the Customer directly in the case where a malicious attack is detected against a Customer domain, and immediate action is required to mitigate the attack. In such a case, CloudFlare will also alert Acquia, and Acquia will initiate the escalation process with the Customer.

  • PaaS Tier
  • SaaS+ Tier
  • SaaS Tier
Acquia Services Mollom Spam Blocking 6.x and above Includes support for the Drupal/Mollom integration module and the Mollom services. Requires a Mollom subscription
Acquia Services Git N/A We provide support on its use as it relates to Acquia Cloud Site Factory. We do not provide general advice on how to use version control systems or provide support for Git outside of the Acquia-hosted environment.
  • PaaS tier
Acquia Services Acquia Search platform 4.x and above This includes the functionality to connect to the Acquia Search platform. There may be limited customization and configuration options in the Acquia Search platform, as referenced in the Custom Solr configuration documentation page.
  • PaaS tier

Supported software life cycle

Acquia reserves the right to retire support for certain versions of the supported applications. As a standard, Acquia will support the current major version of Drupal (N) and the immediately preceding major version (N-1). For example, Acquia will support Drupal 8.x and Drupal 7.x simultaneously. This ensures that Customers receive the best possible support and are able to take advantage of the latest features and security enhancements in the software.

Acquia will provide full support to earlier versions (N-2) until the Drupal Community chooses to stop providing security fixes for version N-2. To ensure that our Customers experience smooth migrations to newer versions of Drupal, Acquia may provide Transition Support for version N-2 for a period of no less than 12 months. Prior to retiring support for any Drupal version, Acquia will provide at minimum of 12 months notice to our Customers. Notice will be provided on the Acquia Network and/or Customer notice (email) to registered users of the Acquia Network. Once a version is retired, Support will be limited to community forums and preexisting documentation.

As we continue to implement new products and services and upgrade technologies on the Acquia Cloud platform, we will implement end-of-life (EOL) deadlines that may require action on your part. For specific information on software versions and upgrade plans, see the Software end-of-life schedule.

Life cycle description

Cycle Attributes
Acquia Support

Applies to N and N-1 Drupal versions

  • Acquia provides comprehensive support coverage per subscription entitlement and support scope.
  • A full range of Remote Administration services is available.
Transition Support

Applies to version N-2 Drupal

  • Acquia continues to provide support of the N-2 version of Drupal.
    • Acquia Help Center will remain available.
    • Transition support will be available only for a limited time.
    • Acquia may provide additional services as part of a transition support offering.
  • Remote Administration services are not available.
End-of-Life

N-2 upon completion of Transition Support term and earlier versions

  • Acquia Help Center documentation is available.
  • Forums are available, but no response guarantee.
  • There is no active support by Acquia.

Supported software environments

Acquia-hosted environments

In all cases, applications that are hosted on the Acquia Cloud, Acquia Cloud Enterprise, and Acquia Cloud Site Factory platforms will be running on supported software environments. The Acquia team maintains these environments and will notify Customers when we require a change to the underlying software due to an end-of-life notification. In those cases we will provide Customer with advance notice prior to upgrading our systems. For the current list of supported software and versions for Acquia-managed environments, see Acquia Cloud technology platform and supported software.

Customer-hosted environments

This includes environments hosted by the Customer or any non-Acquia third party. Acquia strongly recommends that Customers maintain current and supported versions of all the software required to run their website. Acquia does not place any restrictions on which non-Drupal software and versions that Customer run in self-hosted environments. The Acquia Support Subscription does not cover support, configuration, or installation advice for any non-Drupal application. The Customer must retain adequate resources and expertise to support and manage the non-Drupal applications and access key logs (or any other items) that are required for diagnostic activities.

Drupal 8

Drupal 8 was released for general availability (GA) on 25 November 2015 and is fully supported on the Acquia Cloud platform. Support for Drupal 8 Alpha, Beta, and RC versions is limited to providing advice on upgrading or reimplementing a pre-GA implementation to a GA release of Drupal 8.

Support for Dupal 8 contributed modules is subject to Acquia’s standard support policy for contributed modules as referenced in the Supportability matrix.

The Acquia Cloud Platform and Acquia Connector module may require updates as Drupal 8 continues to be developed. Any updates required to support Drupal 8 or optimize the platform for Drupal 8 will be made through our normal development, quality assurance and release cycle.

Platform maintenance and security upgrades

Scheduled maintenance

Regular Platform maintenance and infrastructure improvements are scheduled in advance. Affected Customer are provided a start time and stop time for the applicable maintenance window and are notified at least forty-eight hours prior to beginning of the maintenance window, which typically lasts eight hours. Maintenance is performed within this window. Acquia will proactively notify Customer if maintenance will exceed a previously scheduled maintenance window or if maintenance needs to be postponed, Customer are notified of Scheduled Maintenance at least forty-eight hours in advance.

Emergency (unscheduled) maintenance

In circumstances where security upgrades or other urgent maintenance must be performed, we undertake best efforts to notify Customers prior to beginning maintenance and to provide technical information as it is available. In these circumstances, maintenance windows begin immediately and continue until the emergency maintenance is completed. Customers are notified once this maintenance is complete and provided any additional instructions regarding required Customer actions. Acquia Global Support is available to clarify any questions or follow-up actions that are the result of the unscheduled maintenance.

Root Cause Analysis

Acquia will provide a Root Cause Analysis (RCA) to a customer, upon request, for customer impacting issues where a root cause is deemed to be an Acquia Platform issue or where an Acquia action resulted in a customer impacting issue. RCAs will be delivered within 72 business hours of resolution of an issue. If Acquia is reliant upon a third party for critical RCA information, the delivery time may increase to 5-7 business days. In some cases, the RCA may be updated one or more times after it is delivered if additional information is discovered or third-party data becomes available. Incidents tracked and communicated on status.acquia.com will be closed with a summary of the incident resolution and will not receive separate RCA documentation unless otherwise noted.

Acquia does not provide an RCA for events or downtime for a customer’s application issues or for third-party services not managed by Acquia. Services, tools, and events not covered by an SLA are not eligible for a formal RCA. In these instances, Acquia will investigate and report using our standard customer request processes. In addition, Acquia may, at its discretion, provide an RCA for a sustained issue with a service or tool not reported on status.acquia.com.

For issues that do not qualify for a formal RCA, a summary of events will be available in the associated tracking ticket.

Installation of custom PHP extensions

Support for adding custom PHP extensions to our platform is deprecated on Acquia Hosting, and will removed entirely in the near future. Customers needing PHP extensions not provided as part of Acquia hosting should follow the instructions at Adding non-Drupal PHP extensions or libraries to your website and file a Support ticket to have them enabled.

Out-of-scope applications

The following applications are not supported by Acquia. This list is not fully inclusive, but is meant to be representative. Please note that Customers may choose to install/implement these applications in their environment as part of their comprehensive solution. Acquia will not troubleshoot these or other installed and non-supported applications and reserves the right to ask Customers to disable these applications if it is preventing troubleshooting efforts. If the application is hosted on an Acquia platform, Acquia reserves the right to disable the application as part of diagnostic and recovery operations.

The following are considered out-of-scope for Acquia’s support offering:

  • CiviCRM
  • Disqus
  • Magento
  • Moodle
  • phpBB
  • phpMyAdmin
  • piwik
  • Shibboleth
  • vBulletin
  • Applications that require compiled standalone libraries (not php extensions)
  • Custom (non-Drupal) modules constantly running ingestion scripts and or search indexing scripts
  • Version control applications that are not Git or SVN
  • WordPress

The following applications are not supported and cannot be installed on Acquia Cloud:

  • Aegir
  • Behat
  • Custom daemons or services, such as Jabber or Microsoft Exchange
  • Java applications
  • Hudson / Jenkins
  • MongoDB
  • node.js
  • Perl/Python/Ruby scripts that require additional libraries
  • Redis

Some of these applications, such as Behat or Jenkins, offer SaaS implementations or may be installed in your local environment and integrated externally with your Acquia workflow environment. Acquia Support does not provide support for specific implementation and use of integrations but general guidance on using the Acquia Cloud API is within the scope of support. Services to implement specific integrations are available through a Professional Services engagement.

Note that there may be limitations to using MySQL views, custom MySQL functions, stored procedures and triggers in the Acquia environment. If your application requires the use of these features, review this with the Acquia Customer Support or Acquia Customer Onboarding teams prior to launching your site or deploying updated code.

Content Delivery Networks

Acquia Support can review general best practices for usage of Content Delivery Networks (CDNs) within Acquia Cloud and discuss Varnish caching and other site performance aspects on a general level. Site specific performance evaluations, determination of requirements, or configuration reviews are beyond the scope of Acquia Support. Acquia fully supports the Acquia Cloud Edge solution, but does not configure or manage third-party CDN configurations on behalf of Customers. In-depth reviews, configuration, or investigation of CDN issues are available at Acquia’s standard professional services rates.

Load tests

Acquia strongly encourages customers to perform load tests in a clone of the production environment in advance of any major code release. Certain performance impacting issues can be only be found through proper load testing and it is the best way to reduce launch risk. For more information about readying your website for a significant future event, see Preparing for a high-traffic event.

Acquia Support can provide best practice advice on the process of load testing, and best practice advice on how to resolve specific findings from load testing. Acquia Support does not design, conduct, or monitor a load test, nor does Support interpret or analyze the results of load tests; however, all of these services are available from Acquia as separate engagements. Contact your Account Manager for details.

For valid results, load tests must be conducted on a clone of your site's production environment, or in the current production environment if the site is not yet launched. Acquia provides access to dedicated load balancers specifically for load testing purposes by prior arrangement. Customers cannot use shared hardware for load testing as this will negatively impact production sites for other customers. Contact Acquia Support to request access to a dedicated load balancer for testing purposes.

Infrastructure support

Acquia provides full infrastructure support to any Customer running its applications on Acquia Cloud, Acquia Cloud Enterprise, or Acquia Cloud Site Factory platforms.

If a Customers chooses to host their application internally or with a third-party provider, Acquia Support is unable to provide troubleshooting and/or support assistance with the infrastructure. This limitation includes reviewing the Customer's hardware, settings, and non-supported software infrastructure. Acquia Professional Services is able to provide assistance in these areas as well as with overall infrastructure architecture.

Modification of the Varnish Configuration Language (VCL) Configuration

The Acquia Cloud Platform provides a universal and optimized Varnish Configuration Language (VCL) configuration which cannot be customized on the shared Platform. Customers with dedicated load balancers may provide a customized, tested VCL configuration for Acquia to implement on the Customer's dedicated load balancers.

Acquia does not test customized VCL configurations. It is the Customer's responsibility to test VCL changes in advance of supplying the configuration to Acquia. Prior to implementing the modifications on the Customer's live balancer, Acquia will implement the VCL configuration changes on a load-testing balancer. It is the Customer's responsibility to test these changes, confirm they are working as expected, and grant Acquia written permission to implement the changes on the live balancer. Acquia deploys custom VCL files on a set schedule so turnaround time to implement a custom VCL may be up to one week. Acquia may reject a modified VCL file if the modifications prove disruptive to the Platform or generate high levels of Platform alerts.

Acquia Search provides for limited customization to accommodate Customers with more complex needs than the standard Acquia Search configuration provides.

Acquia Support will assist with implementing such changes according to the following process and guidelines:

  • Acquia will implement limited Acquia Search customizations for Customers. Only the parameters referenced in this link may be customized.
  • Customer requests to implement Acquia Search customizations are processed weekly. Requests submitted by the end of Acquia business hours in the local Acquia support region each Monday will be processed on Wednesday of the same week.
  • An Acquia Search customization request ticket must include the following information:
    • One or multiple Solr configuration files attached to the ticket.
    • Files must be UTF-8-encoded without a Byte Order Mark (BOM), with LF (Unix-style) line endings.
    • Can request changes to multiple Solr indexes, as long as all files are to be deployed equally to all mentioned indexes at the same time.
    • One or more Acquia Search index IDs or URLs. These can be found:
      • in the Drupal administrative UI under (for Search API) Config > Search API and then select the server page, or (for ApacheSolr) under Config > Apache Solr Search Integration > Settings.
      • If you sign in to your Acquia Insight, under Sites, select a Sitename, and then click Search.
  • Customers are responsible for pre-testing configuration changes before submitting them to Acquia. Customizations that do not pass Acquia’s automated basic configuration integrity test will be rejected without additional investigation. The customer will be notified of the failure and is responsible for modifying the custom configuration file and testing it locally.
  • Acquia does not perform testing to ensure search configuration modifications will perform as intended. It is the responsibility of the customer to perform this testing.

Use of shared resources

Customers using the Acquia Cloud Professional (formerly “Acquia Cloud”), Acquia Cloud Enterprise, or Acquia Cloud Site Factory platforms may choose to use hardware that is shared with other customers. Sustained usage of any shared resource (such as, but not limited to: staging servers, load balancers, and version control servers) in excess of 20% of overall capacity gives Acquia the discretion to move the customer to dedicated hardware at the customer’s expense, in order to preserve uptime for other customers also using the shared hardware.

Shared resources may include, but are not limited to:

  • Memory (RAM)
  • CPU
  • Disk
  • Network capacity

Customers with websites using the Acquia Search platform have limits for total queries, documents, and disk space. If these limits are consistently met or exceeded, Acquia reserves the right to restrict the website's use of the shared Search resources or move the customer's website to a dedicated Acquia Search instance at the customer’s expense.

Removal from monitoring due to chronic application issues

If a website has issues with application stability and performance due to application issues which cannot be remedied by Acquia’s intervention, and as a result generates frequent alerts within the Acquia Cloud Platform monitoring system, Acquia will issue a CRR (Customer Risk Report). This will identify and recommend measures to resolve or mitigate the issues causing the repeated alerts with an expectation that there is a mutual interest in stabilizing the site as soon as possible.

If a customer elects to take no action towards addressing the issues, Acquia will initiate a process for temporarily removing the site from monitoring. Three notifications will be sent and if no corrective action is taken then the website will be removed from monitoring. When a website is removed from monitoring, Acquia does not have visibility into the condition of your Acquia Cloud instances and we cannot provide proactive alerts on certain issues impacting your application's performance and availability.

Customers who have been removed from monitoring may request to be added back to monitoring after demonstrating the underlying issues have been addressed. Normal support services will be provided to customers independent of website monitoring status.

Long-running queries

Database queries can be both generated by Drupal in response to website visitors displaying pages on which selective data is displayed, and through administrative or maintenance actions taken by a website developer or administrator.

Any query with a running time of greater than one second is a long-running query. A single particularly long-running query or a high volume of shorter long-running queries may negatively impact overall website performance, and can result in an interruption of a website's availability. For recommendations about how to resolve slow queries, see the How to fix slow queries Acquia Help Center article.

Terminating a task that contains a long-running query can result in data loss or a split-brain condition between databases in a High Availability environment. Due to these potential consequences, Acquia Support will not proactively terminate long-running queries without customer authorization.

In the event a long-running query is impairing website performance, Acquia Support will attempt to contact the customer to obtain permission to terminate the query. Acquia Support will not terminate a query without confirmation from the customer and an acknowledgement of the potential consequences.

If Acquia Support cannot obtain confirmation from the customer, the query will be allowed to run. If the query impacts performance, website instances will be upsized as necessary to ensure stability.

Advisory services

Some Acquia Support subscriptions include Customer Advisory hours. These hours may also be purchased separately.

Advisory services entitles the Customer to engage an Acquia expert in a discussion of best practices for generic topics including security, migration, performance tuning, module development, and Drupal site architecture. Advisory support is limited to knowledge that can be communicated during a real-time conversation or by follow-up email. If applicable, advisory support may include current documentation. Site-specific research, implementation/installation activities, and/or creation of any new deliverable(s) are out of scope for advisory support. Advisory support does not generate any deliverables. Customer is entitled to the number of advisory hours set forth in their order/subscription.

Examples of advisory support topics:

  • Security best practices
  • Module selection advice
  • Migration best practices
  • Performance best practices
  • Architecture best practices
  • Module development best practices

Advisory hours may be consumed in blocks of time not to exceed two (2) hours unless there is prior approval from Acquia Support Management. Time is applied against Advisory hours in the following manner:

  • Time spent - For example, for each hour of discussion between Acquia and the Customer, one hour is consumed.
  • Preparation time - For each Advisory session greater than one hour, Acquia may charge the Customer an additional 30 minutes of preparation time.
  • Follow-up - Acquia reserves the right to charge the Customer for time spent if session follow-up requires 30 minutes or more of the Advisory expert’s time.

Customers must make requests for Advisory sessions at least three business days in advance of the desired meeting team. Acquia will make all efforts to schedule Advisory Calls based on the Customer's requested timing, but reserves the right to schedule at a mutually agreed alternative date if necessary.

Advisory hours expire if not used during the subscription term and may not banked for usage outside of the contracted subscription term. We request that Customer limit advisory requests to no more than eight hours in any single month or two hours in any given week.

Ticket limitations

Some Acquia Support subscriptions provide for an application ticket allowance.

Application support tickets apply to:

  • Requests for diagnostic support provided on Drupal applications and related Acquia offered products.
  • Support issues generated by Customer-driven change such as new code deployments and custom configuration requests.
  • Tasks handled upon request by Acquia Support that Customer may otherwise handle through self-service options.

Upon resolution, the root cause of an issue determines what category a ticket falls in to.

Customers have the ability to open several different types of tickets with Acquia:

Ticket Type Description Ticket Allowance
Drupal Application Support Diagnostic support of the Customer's Drupal applications Certain subscriptions have an allowance of Drupal Application Support tickets that can be submitted over the term of the applicable order. Acquia allows Customers to purchase additional ticket packs.
Acquia Platform / Services Diagnostic, change request, and break/fix tickets related to Acquia’s hosted infrastructure or tools This includes the diagnosis and remediation of product-related issues and bugs related to the Acquia Platform and SaaS tools such as Acquia Insight, Acquia Lift, Mollom, Acquia Search, and Acquia Dev Desktop. Tickets are unlimited.
Advisory Hours Request for Customer Advisory sessions Total Advisory hours are limited per Subscription.
Remote Administration Customer files a request for a Remote Administration activity For Customers with the Premium Remote Administration service option. Subscriptions with Remote Administration have an allocation of 10 total hours per month. Basic Remote Administration Customers may file tickets for security updates only.
Event Notification   Tickets related often to time-sensitive subscription activities such as, but not limited to, site traffic warnings, environment testing, scans, or releases; tickets are unlimited.
Subscription Non-billing inquiries Tickets are unlimited.
Billing Financial inquiries Tickets are unlimited.

Developer and Partner subscriptions are entitled to tickets for Acquia Platform / Services, Subscription, and Billing only.

Escalation process

Acquia recognizes that, on occasion, Customers may encounter critical problems that require a higher level of communication and interaction. We have established an effective process to support these special situations.

If at any time you are not satisfied with the current plan of action for an active issue, you may request that it be escalated to management directly through your Acquia Support point of contact. You may also request to review the matter with an Acquia Support manager.

The following actions take place when you escalate an issue:

  1. The Acquia Support Leadership team is notified of the situation, and when appropriate, the Customer's Account Manager is notified as well.
  2. A review of your business needs and technical case is conducted and an action plan is formulated with the goal of driving your issue to the most rapid resolution possible.
  3. Communication of the action plan is discussed with the Customer, including deliverables and, if appropriate, timelines.
  4. If the communication is not acceptable, the Customer may request to speak with the next level of management:
    • First Level - Regional Manager
    • Second Level - Director, Acquia Support
    • Third Level - Managing Director, Global Support
    • Fourth Level - VP Customer Solutions

All cases that are submitted as “Critical’ copy the Acquia Support Leadership team. This helps ensure that these situations receive management attention immediately.

Customer resources

Your Acquia subscription entitles you to access our enhanced support resources.

Help Center

The Acquia Help Center is your source for technical documentation of Acquia’s service offerings as well as access to our knowledge base of troubleshooting tips, best practices, and solutions to known Acquia and Drupal issues. This is a great starting point for researching any non-critical issues you may be encountering.

Our Help Center includes:

  • Product documentation
  • Knowledge Base articles
  • Podcasts
  • Videos
  • Whitepapers
  • Training and webinar information

Support Portal

This is the launching pad for you to submit issues to Acquia Support. To access the portal, visit http://insight.acquia.com/support/tickets.

Forums

Acquia Forums are the community discussion of Acquia Network and Acquia Cloud services and the home Acquia Cloud Free support. All support for our Acquia Cloud Free subscriptions is done through the forum interface where you are able to interact with other Acquia Clients and Acquia experts to discuss how to best leverage your Acquia Cloud Free subscription.

Support policies

  • Conference Bridge Participation - Acquia understands that some of our Customers have a policy to open a conference bridge once an issue is defined and remain on that bridge until the problem is solved or the severity lessens. We have found that the bridge format is not conducive to orderly troubleshooting and often delays the resolution of critical issues. In order to provide all of our Customers with the highest quality of support possible, it is our policy to not participate in these bridge calls until a complete problem description has been provided. This may be done online or through a phone call. Once Acquia receives this information, it will select the appropriate resource to join the call. Acquia management reserves the right to not assign resources to participate in bridge calls that are outside the scope of Acquia support.
  • Conference Calls - There are times when direct communication over a conference call or similar meeting is the best means of addressing a specific issue or clarifying recommendations that have been provided. Conference calls can be requested and scheduled by a request to a Customer Advisor or Support Leadership.
  • Access to Customer Systems - For the purposes of providing diagnostic support, Acquia Support may request read-only access to a Customer's environment. In limited situations, Acquia Support may make changes directly to a Customer's systems; however, action will not be taken until the Customer confirms by using the active support system that they understand the change to be made and authorize Acquia to make the change.
  • Acquia Cloud Free Support - All support for Acquia Cloud Free is done using the Acquia Cloud Free forums.

Customer success tips

  • Maintain two or more team members (staff or contractors) that are familiar with all Customer-controlled code and infrastructure. This will assist Acquia Support with troubleshooting actions and facilitate the implementation of recommended solutions.
  • Ensure that subscription contacts are current.
  • Use the escalation process and contact channels previously described because they are the fastest way to drive action without any delay.
  • Ensure that multiple resources are registered to submit issues under your Acquia subscription.
  • Always respond to support tickets using the email address that's registered with Acquia.
  • Ensure that Customer resources are available to participate in the issue resolution process and are accessible for the duration of time that the incident remains open.
  • Ensure that all Customer designated resources understand the scope and conditions of Acquia's support prior to contacting Acquia.
  • Define the questions/issues to be discussed and/or complete as many outstanding action items as possible prior to conducting a conference call with Acquia Support.
  • Check the Acquia Customer Portal often to stay up-to-date on training and the latest product updates and announcements.
  • If at any time you do not understand a request being made by Acquia Support, please ask for a clarification or explanation.
  • Notify Acquia Support, Technical Account Manager, or the Onboarding team of any impending launches or significant website events. If possible, Acquia prefers a two-to-three day lead time. This allows Acquia to ensure that teams are notified and prepared for the event to provide critical support as needed.

Remote Administration

Overview of service

Acquia’s remote site administration (RA) service provides for Acquia to handle typical and routine administration tasks that include normal maintenance tasks and minor site modifications that would typically be handled by an on-site administrator for a fully designed and operating site. This includes proactive, timely security updates for Drupal core and contributed modules. Modified core or contributed modules are supported at Acquia's discretion, and run the risk of being overwritten by Acquia automation unless properly configured by the Customer.

Levels of RA support

Service Description
Premium Remote Site Administration This covers security updates for Drupal core and contributed modules, module installation and configuration, creation and modification of views and content types, performance tuning, and recommendations for bug fixes to modules installed on Customer applications.
Standard Remote Site Administration This covers automated security updates for Drupal core and contributed modules. Testing is the responsibility of the Customer.

For more information about Acquia’s Remote Administration requirements and standard practices, see the Acquia Remote Administration documentation pages.

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