Support Users Guide¶

Hours of operation¶

Standard hours of operation for Acquia Support are as follows:

The following phone numbers are available to contact Acquia Support, by location:

Customers with Starter, Basic, Business, Premium, and Elite subscriptions or legacy Elite, Enterprise and Professional Plus subscriptions, or Acquia Personalization subscriptions are entitled to 24x7x365 for Critical issues. For information about how to open a ticket with Acquia Support, see Support and TAM ticket information.

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 or issue submission.

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 website from launching as critical and eligible for 24x7 support if all of the following conditions apply:

• The deployed website code and configuration have passed functional and load tests by the customer’s project team. (Site development is complete.)
• The Customer Risk Report (CRR) (sometimes generated for customer launches or events considered at risk) includes no Critical (red) items. These reports are not produced on demand; however, a customer may request a similar report from their TAM or CSM team.
• Launch is less than three calendar days away.
• Launch date has been registered and confirmed with Acquia Support at least seven days before the 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 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’re unsure.

Always submit a new ticket when experiencing a Critical issue. This helps keep communication and troubleshooting efforts focused on the current issue which may not necessarily be related to a previous issue. The urgency of existing tickets can’t be increased to Critical.

• 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 within a Customer Application’s designated Support Region:

• Online Ticket: Customer will make requests of Acquia support through Acquia’s online ticket management system.
• Phone: Monday through Friday. Developer, Professional, and Partner subscriptions aren’t entitled to phone support.
• Email: Acquia does not accept new support requests by email, and requests that all Customers submit new support requests either online or by phone. This allows Acquia to associate important subscription and priority information with the request so that our teams can expediently handle the request. Acquia’s ticket management system supports ticket updates via email in response to ticket system-generated communications.

Local language support¶

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, which ensures all Acquia 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 (8:00 AM to 8:00 PM Eastern), pending resource availability.
• Acquia Support may be available to converse with Customers in the following languages during Europe’s business hours (8:00 AM to 6:00 PM CET), pending resource availability:
  • French
  • Spanish
• Acquia continually reviews Customer requirements and staff skills in this area so that we may be in the best position to support our Customers.

Acquia Cloud Enterprise subscriptions¶

* Monday through Friday within the Customer Application’s Support Region business hours, excluding regional holidays

** Available for Cloud Platform Professional, Cloud Platform Enterprise, and Site Factory products only

Acquia Cloud Professional subscriptions¶

This table also includes Acquia Cloud Enterprise legacy subscriptions.

* Monday through Friday within the Customer Application’s Support Region business hours, excluding regional holidays

** Available for Cloud Platform Professional, Cloud Platform Enterprise, and Site Factory products only

Remote Administration isn’t available to customers with an Acquia Insight subscription (application not hosted on Cloud Platform).

Gratis subscriptions provided to the Drupal community aren’t eligible for tickets, advisory hours, or Remote Administration, and are subject to Acquia’s Terms of Use.

Some legacy subscriptions included entitlements for a limited number of tickets. These limits are no longer enforced.

Acquia Site Factory subscriptions¶

* Monday through Friday within the Customer Application’s Support Region business hours, excluding regional holidays

** Available for Cloud Platform Professional, Cloud Platform Enterprise, and Site Factory products only

Overview of legacy Acquia subscriptions¶

Supportability matrix¶

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

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

Site Factory¶

Cloud Platform CD¶

Cloud Platform CD is a development environment and is treated as such for the purposes of support ticket urgency and triage. Your Cloud Platform CD subscription will inherit the ticket response time from your Cloud Platform Enterprise subscription. For guidance purposes, refer to the following examples when filing support requests related to Cloud Platform CD:

Code Studio¶

Code Studio is a development application and is treated as such for the purposes of support ticket urgency. Your Code Studio entitlement will inherit the ticket response time from your Cloud Platform Enterprise subscription.

Code Studio has three components:

• A user interface from the open source software, GitLab.
• The Code Studio tool for code & repository management, code collaboration; building, testing, and reviewing Drupal applications; and deploying to Cloud Platform hosted applications.
• A scheduled job called Automatic Updates that updates Composer packages and deprecated code.

Acquia supports the underlying infrastructure for which a self-managed instance of GitLab is managed, but is not responsible for external code repositories, or the Drupal application built within the application. Acquia supports the default build file and Auto DevOps pipeline. Customers are responsible for troubleshooting on their own for any custom build, failed jobs or code in Code Studio.

For guidance purposes, refer to the following examples when filing support requests related to Code Studio:

Cloud Actions¶

Cloud Actions is a feature of Cloud Platform and is treated as such for the purposes of support ticket urgency. Your ticket response time is based on your Cloud Platform Enterprise subscription.

The Cloud Actions feature has the following two components:

• Ability to set and override default Cloud Actions per Cloud Next environment from within the Cloud Platform user interface
• Management of common deployment tasks when deploying new code on Cloud Next environments in a pre-defined order

Acquia supports the underlying infrastructure of Cloud Platform. However, Acquia is not responsible for external code or the Drupal application built within the Cloud Next environment. Acquia supports the Cloud Actions feature. Customers are responsible for troubleshooting errors with their codebase.

The task log in the Cloud Platform user interface displays the details of Cloud Actions tasks. It might indicate the status, time to completion, or cause of error regarding the Cloud Actions tasks.

For guidance purposes, refer to the following examples when filing support requests related to Cloud Actions feature:

Acquia CLI¶

Acquia Command Line Interface (CLI) is a PHP-based, Open Source tool that acts as an API wrapper that works with the Cloud Platform environment to simplify development workflows.

Acquia supports the Cloud infrastructure that Acquia CLI can connect to, but is not responsible for integrations with non-Acquia systems. Customers may use their allotted Advisory Support hours to engage Acquia on strategies for external integrations at a high level for general best practices. It is not the expectation that Support will be responsible for troubleshooting these external integrations, but may be able to provide context as applicable during these Advisory Support hours.

The Acquia CLI provides a convenient alternative to invoking the Cloud Platform API manually and is treated as such for the purposes of Support ticket urgency and triage. This should inherit the ticket response time from your Cloud Platform subscription. For guidance purposes, refer to the following examples when filing support requests related to Acquia CLI:

Acquia Migrate Accelerate¶

Acquia Migrate Accelerate consists of two components:

• An on-demand environment (ODE) dedicated to the migration
• The Acquia Migrate Accelerate tool for performing the migration

Acquia Migrate Accelerate is a development tool and is treated as such for the purposes of support ticket urgency and triage. Acquia Migrate Accelerate performs guided migrations for a limited set of modules. Your Acquia Migrate Accelerate tickets will inherit the ticket response time from your Cloud Platform Enterprise subscription. For guidance purposes, refer to the following examples when filing support requests related to Acquia Migrate Accelerate:

Acquia Cloud IDE¶

Acquia Cloud integrated development environments (IDEs) have two components:

• A built-in IDE based on the open source engine, Theia
• A Drupal runtime environment that mimics traditional local development stacks, but also mimics Cloud Platform environment stack configurations

Acquia supports the underlying infrastructure, user interface, and functionality of each component, but isn’t responsible for integrations to external systems or external code repositories, or the Drupal application built within the IDE. A Customer may use their allotted Advisory Support hours, but Acquia can’t assist with specific recommendations or troubleshooting. The remote IDE environment does not support load testing.

Acquia Cloud IDEs are development environments and are treated as such for the purposes of support ticket urgency and triage. Your Acquia Cloud IDE entitlement will inherit the ticket response time from your Cloud Platform Enterprise subscription. For guidance purposes, refer to the following examples when filing support requests related to Cloud IDEs:

Log forwarding services¶

Acquia Support is responsible only for ensuring logs are being sent to the destination service, and can’t assist with the following issues:

• Troubleshooting issues related to the destination service’s infrastructure or customer interface.
• Configuring the destination service.

Acquia Support isn’t responsible for troubleshooting the destination service and can’t assist new or legacy log forwarding customers with setting up third-party services.

Acquia PHP 7.4 Long Term Support Program¶

Acquia’s PHP 7.4 Long Term Support (LTS) program provides customers with an assurance that applications that are dependent on PHP 7.4 will continue to function and remain compatible with Acquia’s Drupal Cloud platform, subject to certain limitations. Additionally, the installed version of PHP will continue to receive security updates. The program consists of the following phases:

• PHP 7.4 LTS (Gratis): All Acquia Cloud customers will continue to have access to PHP 7.4 through this program. This free program will run till PHP 7.4 EOL on October 2nd, 2023. If customers need access to PHP 7.4 beyond this date, they must purchase the PHP 7.4 LTS entitlement. Acquia Cloud Professional Online customers will receive PHP 7.4 LTS till October 1st, 2023, as part of the recent price upgrades. If they would like to continue using PHP 7.4 LTS after that point, they will have to upgrade to Acquia Cloud Professional Contract. Security coverage of PHP 7.4 shall be performed according to Acquia’s Security Patch Management policy.
• PHP 7.4 LTS: This paid program is for customers who want to access PHP 7.4 beyond October 2nd, 2023. This program begins in October, 2023 and ends in April, 2025. Security coverage of PHP 7.4 shall be performed according to Acquia’s Security Patch Management policy.

Our customers are strongly encouraged to upgrade to a currently supported PHP version as soon as possible.

PHP 7.4 LTS is limited to Drupal applications hosted on Acquia Cloud. Your PHP 7.4 LTS tickets will inherit the ticket response time from your Cloud Platform subscription. For guidance purposes, refer to the following examples when filing support requests related to PHP 7.4 LTS:

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 9.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 be supporting Drupal 7 through its official end-of-life (EOL) and then into an extended Drupal 7 support period of two years from 2023-2025. This breaks the N and N-1 pattern and should be treated as a recognized exception due to the extended drupal.org EOL date. Also, Acquia’s Drupal 7 extended support will be provided at no charge to all Cloud Platform customers unlike the Drupal 6 long term support offered previously.

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

Life cycle description¶

Supported software environments¶

Drupal 7 extended support¶

Platform maintenance and security upgrades¶

Root Cause Analysis¶

RCAs requested and approved for delivery will be provided in three to seven business days (exclusive of Acquia regional holidays) of the resolution of an issue. If Acquia Customer Support is reliant upon additional resources or a third party for critical RCA information, the delivery time may increase. In some cases, the RCA may be updated after delivery if and when additional information is discovered or third-party data becomes available. Product or platform interruptions impacting multiple customers tracked and communicated on: status.acquia.com will be closed with an RCA (detailed post mortem) and will not receive separate customer-specific RCA documentation unless otherwise noted and agreed to.

Acquia does not provide an RCA for events or downtime for customer application issues or for third-party services not managed by Acquia. 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.

Installation of custom PHP extensions¶

Customers needing PHP extensions not provided as part of Acquia hosting should follow the instructions at Adding non-Drupal PHP extensions or libraries and file a Support ticket to have them enabled.

Installation of custom VCLs¶

Cloud Platform Enterprise and Site Factory customers with dedicated load balancers can request that custom VCL files be added to their load balancers. Customers that need custom VCL files must follow the instructions at Custom Varnish configuration. Custom VCL configurations are not supported with the Cloud Platform CDN.

Drupal application support¶

Acquia offers support for Drupal only when it’s 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.

Node.js runtime version support¶

As part of Acquia’s Node.js service, Acquia is able to host Node.js applications on Cloud Platform. Cloud Platform will run Node.js version 12.x and greater, and Acquia will follow the end-of-life schedule provided by Nodejs.org. Versions of Node.js that have reached their Maintenance End dates won’t be supported by Acquia.

Out-of-scope applications¶

The following applications are not supported by Acquia. This list isn’t fully inclusive, but is meant to be representative.

Although Customers may choose to install or implement these applications in their environment as part of their comprehensive solution, Acquia won’t troubleshoot these or other installed and non-supported applications, and reserves the right to request Customers to disable these applications if it prevents 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.

Applications on Cloud Platform must be compatible with high-availability databases. Cloud Platform does not support applications that write to a subordinate database.

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

• Backdrop CMS
• 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
• WordPress

The following applications are not supported and can’t be installed on Cloud Platform:

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

For a list of applications and programming languages that are supported by Cloud Platform, see Cloud Platform technology platform and supported software.

Infrastructure support¶

Acquia provides full infrastructure support to any Customer running its applications on Cloud Platform, Cloud Platform Enterprise, or Site Factory platforms. Due to Acquia’s platform configuration files containing Acquia’s intellectual property that is specific to our infrastructure, these files can’t be shared with Customers or partners.

Development and staging environments are designed and intended only for development and testing. Running production websites on development or staging environments isn’t supported, because they are not sized for production traffic and loads. In addition, development and staging environments may include shared resources which, if impacted by production-level traffic, may be in violation of terms of service. Acquia offers High-Availability and multi-region failover environments for customers with such requirements.

If a Customer chooses to host their application internally or with a third-party provider, Acquia Support is unable to provide troubleshooting 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 and with overall infrastructure architecture.

Use of shared resources¶

Customers using Cloud Platform Professional, Cloud Platform Enterprise, or Site Factory may utilize infrastructure shared with other customers. Sustained usage of any shared resource (such as, but not limited to: Cloud Next infrastructure, Cloud Classic staging servers, Cloud Classic load balancers, and version control servers) in excess of 20% of overall capacity, or otherwise to the extent that other customers are noticeably impacted, 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 some or all of the following resources: 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 can’t be remedied without customer involvement, and as a result generates frequent alerts within Cloud Platform monitoring system, Acquia will notify the customer via a support ticket. 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 website as soon as possible.

If a customer elects to take no action towards addressing the issues, and if there are three or more incidents with the same cause within 14 days, Acquia will temporarily remove the website from platform monitoring.

When a website is removed from monitoring, Acquia does not have visibility into the condition of your Cloud Platform instances and we can’t provide proactive alerts on certain issues impacting your application’s performance and availability.

Customers with applications removed from monitoring may request applications 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 Knowledge Base page.

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 won’t proactively terminate long-running queries without customer authorization.

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

If Acquia Support can’t 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.

On Cloud Next infrastructure, all slow queries lasting longer than 60 seconds on non-production environments and 5 minutes on production environments are terminated automatically to preserve application performance and prevent adverse impacts to pooled system resources.

Advisory services¶

Some Acquia Support subscriptions include Customer Advisory hours.

Advisory services entitles the Customer to engage an Acquia expert in a discussion of best practices for generic topics including implementation, tuning, approaches to achieving business outcomes, general technical topics, and 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. Topics out of scope for Advisory Support include Website-specific research, implementation/installation activities, live troubleshooting, and creation or delivery of any new deliverable(s).

Examples of advisory support topics:

Acquia applies time against Advisory hours in the following manner:

• Time spent: For example, for each hour of discussion between Acquia and the Customer, one (1) 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.
• Time blocks: Advisory hours may be consumed in blocks of time not to exceed a total of two (2) hours unless there is prior approval from Acquia Support Management.

Customers must make requests for Advisory sessions through the ticket portal, at least three (3) business days in advance of the desired meeting. Create a high-priority ticket with the Product best related to the advice sought. 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.

We request that Customers limit advisory requests to no more than eight (8) hours in any single month or two (2) hours in any given week.

Ticket limitations¶

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:

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

Emergency hardware resizing¶

Acquia monitors traffic and capacity for Cloud Platform Enterprise subscriptions. If Acquia detects that your website has gone down or is in imminent danger of going down for any reason (such as a significant increase in web traffic or poor performing code), Acquia will add additional cloud capacity to your website. For applications running on Cloud Classic infrastructure, Acquia will contact you about upsizing your infrastructure, but won’t wait for your prior approval. Customers will be responsible for any additional costs for the additional hardware, and any upsizing will remain in effect for a minimum of one week.

For applications running on the Cloud Next infrastructure, Cloud Platform capacity will increase as needed to ensure any activity in excess of typical patterns will not impact application performance or availability. Dynamic auto-scaling of environment capacity may be temporarily or permanently halted by Acquia if utilization so greatly exceeds expectations that a manual review by Acquia on-call personnel is required to validate activity and intervene in the event the surge in utilization is caused by unintentional application behaviors or some form of attack. Once this audit is complete, Acquia personnel may increase the auto-scaling limit on the affected environment to ensure additional capacity can continue to be allocated automatically as needed.

Customers on Cloud Next infrastructure may be contacted by Acquia to request a temporary or permanent increase in customer’s subscription tier if dynamically allocated additional capacity exceeds published Resource Limits guidelines for longer than three hours, or in a recurring fashion over the course of two or more weeks. If this pattern continues without a corresponding increase in subscription tier, Customer will be responsible for overage fees starting from the date of initial notification based on then-current applicable rates.

Acquia does not manage server capacity for Cloud Platform Professional subscriptions. Cloud Platform Professional is a self-service platform, and customers are responsible for monitoring their server capacity and resizing as needed. For more information, see Managing Cloud Platform infrastructure.

Acquia Help Center¶

To help you navigate and use our products, visit the Acquia product documentation to review technical documentation for Acquia’s service offerings, and the Acquia Knowledge Base for troubleshooting tips, best practices, and solutions to known Acquia and Drupal issues. These websites are great starting points for researching any non-critical issues you may encounter.

The information we have available for your use with our products includes:

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

Support Portal¶

The Support Portal is the launch pad for you to submit issues to Acquia Support. To access the portal, visit Acquia help Center.

Support policies¶

• Conference Bridge Participation: Acquia understands that some of our Customers have a policy to open a conference bridge when 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 isn’t 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’s 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. After 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.
• Customer chat channels: Acquia Support won’t establish or join customer chat channels.
• Conference Calls: Occasionally, 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.

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.
• Do one or both of the following prior to conducting a conference call with Acquia Support: define the questions/issues to be discussed, or complete as many outstanding action items as possible.
• 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, be sure to request clarification or explanation.
• Notify Acquia Support or the Technical Account Manager 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.

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 website modifications that would typically be handled by an on-site administrator for a fully designed and operating website. 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¶

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

Hours of operation¶

Standard hours of operation for Acquia Support are as follows:

Customers are entitled to 24x7x365 for Critical issues support. For information about how to open a ticket with Acquia Support, see Support and TAM ticket information.

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 or issue submission.

Submitting critical support requests¶

For issues that meet the criteria of a Critical, Customers may report the issues using an online ticket. Tickets designated with Critical urgency initiate internal alerts and designate the request for a priority response.

Always submit a new ticket when experiencing a Critical issue. This helps keep communication and troubleshooting efforts focused on the current issue which may not necessarily be related to a previous issue. The urgency of existing tickets can’t be increased to Critical.

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 within a Customer Application’s designated Support Region:

• Online Ticket: Customer will make requests of Acquia support through Acquia’s online ticket management system.
• Phone: Only Acquia Personalization customers are entitled to phone support Monday through Friday.
• Email: Acquia does not accept new support requests by email, and requests that all Customers submit new support requests online. This allows Acquia to associate important subscription and priority information with the request so that our teams can expediently handle the request. Acquia’s ticket management system supports ticket updates via email in response to ticket system-generated communications.

Local language support¶

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, which ensures all Acquia 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.
• Acquia continually reviews Customer requirements and staff skills in this area so that we may be in the best position to support our Customers.

Overview of Acquia subscriptions¶

* Monday through Friday within the Customer Application’s Support Region business hours, excluding regional holidays

** Applies to stand-alone Personalization only. Personalization bundled with Drupal Cloud follows Drupal Cloud scope of support services.

Supportability matrix¶

Acquia supports the following Marketing Cloud services as listed in the following table.

Included support services¶

Acquia shall make available telephone, web submission and live chat support services (“Support Services”) to respond to Users’ inquiries regarding the Services or any part thereof. Support Services shall be available Monday through Friday (excluding national holidays). Support hours, holidays and Case access are detailed in our How do I create a case for Support? article. The online knowledge base is available 24/7 at https://community.widen.com/collective.

Acquia will use priority categories to provide a consistent classification of Services issues, which allows for better communication with Customer regarding the nature of the Services issue.

Infrastructure, security, and upgrades¶

Acquia uses Amazon Web Services (“AWS”) for hosting the Acquia DAM web applications, including the storage, processing and distribution of digital assets. The AWS storage of digital assets uses Amazon Simple Storage Service (“Amazon S3”), which is internet storage designed to improve web-scale computing. The AWS processing of digital assets uses Amazon Elastic Compute Cloud (“Amazon EC2”), which is designed to increase computing capacity for improved web application performance. AWS’ commitment to Customer data safeguard processes and controls is detailed in AWS’s certifications and accreditations, which include SOC 2/SSAE 16/ISAE 3402, ISO 27001, FISMA Moderate, PCI DSS Level I and FIPS 140-2, among other compliance initiatives. For more information about AWS security, visit http://aws.amazon.com/security/.