Information for: DEVELOPERS   PARTNERS   SUPPORT

Support Users Guide

Revision date: May 31, 2023.

If you are using a static copy of this page, access https://docs.acquia.com/support/guide/ to view the most recent version.

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.

Product Version Notice

On March 24th, 2021, Acquia released an enhanced version of Cloud Platform named “Cloud Next”. This version of the product is available to newly provisioned applications that meet all eligibility requirements. For existing applications provisioned on the previous version of Cloud Platform, hereafter referred to as “Cloud Classic”, Customers shall be notified in advance of any eligible applications or environments being upgraded to Cloud Next. All information in this document refers to both versions unless explicitly noted otherwise.

Drupal Cloud

Contacting Acquia Support

Important

To receive assistance from Support, you must have an active Acquia account and ensure that the account is associated with an Acquia organization.

Hours of operation

Standard hours of operation for Acquia Support are as follows:

Region Hours
Americas 8:00 AM to 8:00 PM Eastern Time (ET)
Monday through Friday
Europe and Africa 8:00 AM to 6:00 PM Central European Time (CET)
Monday through Friday
Asia-Pacific and Japan 8:00 AM to 6:00 PM Australian Eastern Time (AET)
Monday through Friday

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

Location Phone Number(s)
Americas (regional) +1–844–373–2128
Asia-Pacific (regional) +61–2–8319–9389
Brazil +551139570420
Europe and Africa (regional) +44 –1865–520–011
France +331 84 88 49 98
Germany +492404 6770210
Hong Kong +85237038440
India +91 9513-594-027
Japan +815017444617
Malaysia +601548770324
Mexico +5212293009001
Singapore +6531584642
South Korea +82260221207

Note

  • There may only be one designated Support Region per Customer Application.
  • The default Support Region is determined by the customer address in the applicable master service agreement. An alternate Support Region may be configured during implementation for customers entitled to or purchasing implementation services. Customers may request a change in Support Region via Acquia Support. Changes subject to Acquia approval.
  • Coverage for regional holidays is limited to Critical issues only.

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.

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 can’t 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.

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.

Note

Automated ticket submissions generated by internal or external infrastructure or website monitoring applications are not permitted. Acquia does not accept new support requests through acquia.com email addresses, and only supports updates to tickets submitted online through this channel. Receipt of excessive automated email to any acquia.com address will result in the sender’s address being blocked.

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.
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 begin 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 website 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

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.

Scope of Support services

Acquia Cloud Enterprise subscriptions

  Standard Plus Premium Elite
Critical urgency timeframe 1 hour 1 hour 1 hour 30 minutes
Critical response time 24x7 24x7 24x7 24x7
High urgency timeframe 8 hours* 4 hours* 2 hours* 1 hour*
Medium urgency timeframe 24 hours* 24 hours* 24 hours* 24 hours*
Low urgency timeframe 24 hours* 24 hours* 24 hours* 24 hours*
Acquia Support 4 support contacts 4 support contacts 10 support contacts Unlimited support contacts
Remote Administration** Standard Standard Standard Standard
Advisory Hours per year** 2 6 12 16

* 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.

  Starter Basic Business Premium
Critical urgency timeframe 2 hours 1 hour 1 hour 1 hour
High urgency timeframe 8 hours* 4 hours* 3 hours* 2 hours*
Medium urgency timeframe 1 business day* 1 business day* 6 hours* 4 hours*
Low urgency timeframe 2 business days* 2 business days* 1 business day* 1 business day*
Acquia Support Unlimited Unlimited Unlimited Unlimited
Remote Administration** Add-On: Standard only Standard Standard Standard
Advisory Hours per year** 0 2 6 12
Bandwidth per month (Cloud Platform Enterprise)** 125 GB 500 GB 1 TB 2 TB

* 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

Note

A Developer Subscription/Partner Subscription is limited to support of the Acquia Infrastructure only, with no Drupal support. Support for this subscription level is available during regular business hours (8:00 AM to 5:00 PM) only. Support can be obtained by using information from the Acquia product documentation and the Support Knowledge Base; no phone support is available.

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

  Standard Elite
Critical urgency timeframe 1 hour 30 minutes
Critical response time 24x7 24x7
High urgency timeframe 2 hours* 1 hour*
Medium urgency timeframe 4 hours* 2 hours*
Low urgency timeframe 24 hours* 24 hours*
Remote Administration** Standard Standard

* 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

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 Cloud Platform & product information tools
  • Requires Cloud Platform Enterprise
  • Phone support
Enterprise
  • 24/7 support for Critical issues
  • Enhanced support response time
  • Unlimited support tickets
  • RA included
  • Bundled Advisory Hours per your agreement
  • Access to Cloud Platform & product information tools
  • Requires Cloud Platform Enterprise
  • Phone support
Pro Plus
  • 24/7 support for Critical issues
  • Limited bundle of Advisory Hours per your agreement
  • Access to Cloud Platform & product information tools
  • Requires Cloud Platform Enterprise
  • Phone support
Professional
  • Business hour support (by ticket only)
  • Access to Cloud Platform & product information tools
  • No phone support
Cloud Platform Enterprise
  • 24/7 support for with proactive response to website issues
  • Unlimited infrastructure support tickets
  • 24/7 infrastructure monitoring
  • High availability options
  • Drupal tuned stack
  • Drupal developer tools
  • Phone support
Cloud Platform Professional
  • Self-service support and server management
  • Unlimited infrastructure support tickets
  • 24/7 infrastructure monitoring
  • 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. Site Factory applications and versions are listed separately.

Application Component Versions Supported Support Scope Subscription Information
Drupal Drupal core 7.x, 9.x and later Acquia provides diagnostic services for troubleshooting Drupal core modules. Unmodified core, and major Drupal.org distributions, are supported. If a bug or issue is discovered in a core module, Acquia will submit an issue to the Drupal.org module issue queue on the Customer’s behalf. Acquia can advocate with Drupal core maintainers for a fix like any other member of the Drupal community, but Acquia can’t influence priority. Acquia does not control core maintainer priorities, resources, or the Drupal roadmap. The core maintainers control if the issue will be fixed and included in a subsequent release. Acquia recommends caution when electing to patch Drupal code, as this can complicate or put future code updates at risk (including security fixes).
  • Starter
  • Basic
  • Business
  • Premium
  • Elite
  • Standard
  • Plus
Drupal Drupal core’s experimental modules 9.x and later Unmodified experimental core modules with a minimum stability of beta are supported on a best-efforts basis. Support for experimental modules that are in an alpha or development state is limited to basic diagnostics only.
  • Starter
  • Basic
  • Business
  • Premium
  • Elite
  • Standard
  • Plus
Drupal BLT 9.x and later Acquia Support will answer general questions about the installation and use of BLT, clarify the best practices implemented in the tool, and offer insight regarding workflows and development testing. Acquia Support does not assist with the installation task, the writing of tests, or deploy issues that do not occur on Acquia’s platform. Acquia supports BLT as an open source project, and assistance is provided by Acquia Support and the community through BLT’s GitHub issue queue.
  • Starter
  • Basic
  • Business
  • Premium
  • Elite
  • Standard
  • Plus
Drupal Community-Contributed Modules and Themes 7.x, 9.x and later Acquia provides diagnostic services for troubleshooting contributed modules. If a bug or 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 address the issue directly if a solution can be developed within one hour or less of work; in these situations, Acquia may also submit a patch. The module maintainer controls accepting and including the patch in a future release. If the maintainer chooses to not include the patch in a release, the Customer is solely responsible for the module’s maintenance and the merging of any security update changes. Support for modules not marked as recommended or are in a beta or development state is limited to basic diagnostics only. Acquia does not finish modules, code new features, or fix major bugs. Acquia can help diagnose theme output issues, but may not be able to assist with troubleshooting or fixing browser rendering issues.
  • Starter
  • Basic
  • Business
  • Premium
  • Elite
  • Standard
  • Plus
Drupal Custom Modules and Themes 7.x, 9.x and later Acquia provides diagnostic services for troubleshooting custom modules. As part of our service, Acquia will identify website issues linked to custom code, and Acquia may identify particular aspects of custom code that are responsible for the reported issue. In some cases, Acquia may provide a fix or fix approach, but it’s the responsibility of the Customer to fix issues with custom modules. Acquia Support does not provide code review services, but those are available from Acquia Professional Services. Acquia can help diagnose theme output issues, but may not be able to assist with troubleshooting or fixing browser rendering issues.
  • Starter
  • Basic
  • Business
  • Premium
  • Elite
  • Standard
  • Plus
Drupal Third-Party Integration Module (for example, LDAP, external service connectors) 7.x, 9.x and later Acquia will assist the Customer to ensure 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’s the Customer’s responsibility to ensure the configuration is complete and functional.
  • Starter
  • Basic
  • Business
  • Premium
  • Elite
  • Standard
  • Plus
Acquia Services Shield N/A Acquia will provide configuration of the connection between Cloud Platform 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 Edge N/A

Acquia Edge consists of the following components:

  • Acquia Edge Performance
    • Acquia Edge CDN (powered by Akamai or Cloudflare)
  • Acquia Edge Security
    • Acquia Edge Web Application & API Protection (WAAP) (powered by Akamai or Cloudflare)
    • Edge Protect (powered by Cloudflare)
    • Acquia Edge Bot Management (powered by Akamai)

Acquia Support can provide configuration guidance on an advisory basis only. The Customer is solely responsible for ongoing management of their Edge Security and Performance implementation including, without exception, monitoring, creation, modification, and maintenance of configurations.

Acquia Support will not proactively monitor or modify Customer’s Edge Performance & Security configurations in response to traffic patterns. The Customer is solely responsible for making Edge configuration changes.

Acquia Support will provide troubleshooting assistance for contracted Acquia Edge Performance & Security products for covered domains hosted on Cloud Platform.

Edge Performance & Security support for non-hosted domains is limited to troubleshooting basic configuration as presented in the Edge user interface and incidents impacting the availability of the Edge service only. Incidents involving hosting performance, configuration, or best practices for non-hosted domains are outside of the scope of Support. Additional troubleshooting for non-hosted domains is the sole responsibility of the Customer.

Only general availability, paid subscription products are supported. Acquia Support does not provide support for freemium products or those in beta availability. Troubleshooting of freemium or beta products is the sole responsibility of the Customer.

Acquia does not require the use of any Cloudflare- or Akamai-related modules from Drupal.org in conjunction with Edge Performance & Security products. If the Customer chooses to use such a module, and during the course of troubleshooting a bug or issue is discovered in the contributed module, Acquia will do one or both of the following:

  • Submit an issue to the Drupal.org module issue queue on the Customer’s behalf, or
  • Recommend discontinuation of the module’s use.
  • Elite
  • Premium
  • Business
  • Plus
Acquia Services Acquia Edge Workers N/A If the Customer is entitled to the Acquia Edge Workers product, Customer is responsible for writing, debugging, and maintaining their own code run by Acquia Edge Workers. If the Customer code is impacting the flow of requests to the Customer application in the Acquia platform, Customer will be required to disable all code run by Acquia Edge Workers before Acquia Support can diagnose the issue. Acquia Support does not provide code review services, but those are available from Acquia Professional Services.
  • Elite
  • Premium
  • Business
  • Plus
Acquia Services Code Studio Drupal 9.x and later 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.
  • Starter
  • Basic
  • Business
  • Premium
  • Elite
Acquia Services Cloud Actions Drupal 8.x and later, Drush 9.x, Drush 10.x 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.

Acquia Cloud Enterprise subscriptions running on Cloud Next infrastructure:

  • Starter
  • Basic
  • Business
  • Premium
  • Elite
Acquia Services Platform CDN Drupal 7.x, 9.x and later

Acquia Support will answer questions on enabling and disabling the Platform CDN through the Cloud Platform as part of the Customer’s subscription. Customers are responsible for making the DNS configuration changes necessary to route traffic to their custom domain(s) through the Platform CDN, using supported 2048-bit SSL certificates, and ensuring that their desired caching strategy is implemented through Drupal.

  • Platform CDN is not supported with Custom VCL.
  • Platform CDN logs are not available for download.
  • Customers do not have direct access to Platform CDN backend or configuration settings.
  • Platform CDN is not available for Site Factory Customers.
  • Starter
  • Basic
  • Business
  • Premium
  • Elite
Acquia Services Acquia Commerce Manager Drupal 9.x and later, Magento 2.x

Acquia Support will provide the following support for Acquia Commerce Manager for Drupal :

  • Diagnose problems with the Acquia Commerce Manager Drupal Modules and the Commerce Connector Service. Diagnose problems with the flow of data through Commerce Connector Service to and from Drupal and the eCommerce System.
  • Assist with configuration when connecting the components of Acquia Commerce Manager (Drupal and the Commerce Connector Service) to the eCommerce system, using the provided integrations. Acquia will assist the Customer to ensure the integration modules, extensions, and Commerce Connector Service function properly.
  • Acquia Support won’t be responsible for making recommendations about enterprise IT architecture relating to commerce systems and commerce functionality outside of the documented Acquia Commerce Manager functionality.
  • Acquia Support won’t be responsible for troubleshooting code-level customizations and integrations beyond the documented Commerce Connector Service API. Acquia Support won’t be responsible for troubleshooting eCommerce system functionality including but not limited to processing transactions and payment, managing products and inventory, managing orders or fulfilment, and integrations with third party systems.
  • Magento support is limited to the installation of the Acquia Commerce Manager Extension for Magento and diagnosing problems with the configuration and flow of data between Magento and Acquia Commerce Manager.
  • Cloud Platform Premium
  • Cloud Platform Elite
  • Site Factory
Acquia Services Acquia Content Hub 2.x Drupal 8.x and Drupal 9.x and later

The Customer’s subscription to Acquia Content Hub includes unlimited diagnosis support for Acquia Content Hub for the last two released minor versions for Drupal 8.x. The Customer can contact Acquia Support in accordance with stated urgency levels. Initial response times for Acquia Support requests vary on the urgency level and the Customer’s subscription tier.

  • Acquia ensures application availability and provides unlimited support for Content Syndication infrastructure issues which impact application availability or functionality as outlined in the documentation.
  • Acquia will address how-to’s and best-practices questions to assist customers in obtaining the most value from the system.
  • When using the Content Syndication API, support is limited to verifying network connectivity between Content Syndication and the connected application and to troubleshooting data flow issues through log analysis of Acquia applications. Acquia does not diagnose custom or third-party applications connected to Content Syndication.

The health or integrity of customer content is a customer responsibility apart from Acquia’s scope of service, which is limited to assuring the system can distribute content.

All tiers
Acquia Services Acquia DAM Drupal 7.x, 9.x and later

Acquia Support will provide the following support for Acquia DAM when used with Cloud Platform Enterprise or Site Factory:

  • Diagnose problems with the Acquia DAM application and its add-ins.
  • Assist with configuration when connecting Acquia DAM to Drupal using the Drupal 7 and Drupal 9 integrations. Acquia will assist the Customer to ensure that the Drupal integration modules function as expected.
  • Diagnose problems with using Acquia DAM assets with Acquia Personalization for Personalization and Acquia Personalization for Content Syndication.

Acquia Support will not be responsible for supporting partner integrations between Acquia DAM and other applications.

Acquia DAM Starter or Acquia DAM Professional
Acquia Services Acquia DAM Drupal 7.x, 9.x and later

Following the Acquia and Widen merger, there are currently two different customer support channels to request assistance with Acquia DAM (formerly Widen) and Acquia Drupal Cloud or Marketing Cloud products. Please review the following list of criteria and contact the most appropriate team for assistance.

Acquia DAM (Widen) team:

  • Diagnosis of issues related to the Acquia DAM suite of applications: Assets, Entries, Insights, Portals, Templates, Workflow and Acquia-managed integrations.
  • Support will be provided in accordance with the Acquia Starter Subscription.

Contact Customer Support within the application or Widen Connect.

Acquia Drupal Cloud and Marketing Cloud teams:

  • Support for any Drupal modules required for the integration of Acquia DAM with any Acquia Drupal Cloud or Marketing Cloud product.

Partners:

  • Development and support of partner integrations.
Acquia DAM Starter or Acquia DAM Professional
Acquia Services Git 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 outside of the Acquia-hosted environment.
  • Starter
  • Basic
  • Business
  • Premium
  • Elite
  • Standard
  • Plus
Acquia Services PHP Extensions and Libraries 5.5 or later Acquia supports 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. Customer is responsible for troubleshooting any resulting PHP functionality issues.
  • Starter
  • Basic
  • Business
  • Premium
  • Elite
  • Standard
  • Plus
Acquia Services Acquia Search platform Solr 7 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 Custom Solr configuration with Solr 7.
  • Starter
  • Basic
  • Business
  • Premium
  • Elite
  • Standard
  • Plus
Acquia Services Acquia Site Studio 6.5 and later The Customer’s subscription to Acquia Site Studio includes unlimited diagnosis support for Acquia Site Studio. The Customer can contact Acquia Support in accordance with stated urgency levels. Initial response times for Acquia Support requests vary on the urgency level and the Customer’s subscription tier.
  • Starter
  • Basic
  • Business
  • Premium
  • Elite
  • Standard
  • Plus
Acquia Services Acquia Personalization Classic Drupal 7.x Acquia Support will diagnose problems with the Acquia Personalization module, the Acquia Personalization administrative interface, or customer-created personalizations. Acquia Support won’t be responsible for troubleshooting code-level integrations between Acquia Personalization and Drupal. Acquia Support can discuss configuring campaigns or understanding Acquia Personalization reports as part of advisory hours.
  • Acquia Personalization
  • Acquia Personalization Premium
Acquia Services Acquia Personalization Drupal 7.x, 9.x and later

Acquia Support will provide the following support to these Acquia Personalization components:

  • Profile Manager: Diagnose problems with the Acquia Personalization Web Administrative interface.
  • Experience Builder: Diagnose problems with the Acquia Personalization module, Experience Builder UX, and associated customer-created rules and segments.
  • Content Hub: Unlimited product support when connected to Drupal using Acquia-provided connector modules.

Acquia Support won’t be responsible for troubleshooting code-level integrations between Acquia Personalization and Drupal. Acquia Support can discuss configuring campaigns or understanding Acquia Personalization reports as part of advisory hours.

  • Acquia Personalization - Standard
  • Acquia Personalization Starter - Standard Premium
Acquia Services Acquia Personalization Drupal 7.x, 9.x and later

Acquia Support will provide the following support to these Acquia Personalization components:

  • Profile Manager: Diagnose problems with the Acquia Personalization Web Administrative interface.
  • Experience Builder: Diagnose problems with the Acquia Personalization module, Experience Builder UX, and associated customer-created rules and segments.
  • Content Hub:
    • Acquia ensures application availability and provides unlimited support for Content Syndication infrastructure issues which impact application availability or functionality as outlined in the documentation.
    • Acquia provides Content Syndication application support when connected to Drupal using Acquia-provided connector modules. Application support means Acquia will assist with diagnosis and repair of standard application functions including configuration, syndication of content between Content Hub-connected Drupal sites, and server resource troubleshooting during syndication.
    • Acquia will address how-to’s and best practices questions to assist customers in obtaining the most value from the system.
    • When using the Content Syndication API, support is limited to verifying network connectivity between Content Syndication and the connected application and to troubleshooting data flow issues through log analysis of Acquia applications. Acquia does not diagnose custom or third-party applications connected to Content Syndication.
    • The health or integrity of customer content is a customer responsibility apart from Acquia’s scope of service, which is limited to assuring the system can distribute content. Content Syndication includes a configurable email notification of stale content per website for customer awareness.

Acquia Support won’t be responsible for troubleshooting code-level integrations between Acquia Personalization and Drupal. Acquia Support can discuss configuring campaigns or understanding Acquia Personalization reports as part of advisory hours.

  • Acquia Personalization - Premium
  • Acquia Personalization Starter - Premium
Acquia Services Cloud Platform CD Drupal 7.x, 9.x and later

Cloud Platform CD has two components:

  • Continuous Delivery Environments (CDEs) for rapid creation of development environments
  • Continuous Delivery (CD) Pipelines for continuous delivery activities

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. A Customer may use their allotted Advisory Support hours to engage Acquia on strategies for external integrations. Acquia may be able to advise on strategies for external integrations by using Advisory Hours. CDEs do not support load testing.

All
Acquia Services Cloud Platform CDN Drupal 9.x and later Acquia will advise the Customer on the DNS configuration required to enable the Platform CDN for use with domains of websites delivered through the Cloud Platform.
  • Standard
  • Plus
  • Premium
  • Elite
Acquia Services New Relic All

Acquia Support will provide the following support for Acquia-owned New Relic subscriptions, assuming Acquia Support has access or is granted access by the customer:

  • Assist the customer in understanding the issues found using New Relic’s monitoring tools
  • Assist with issues claiming a New Relic account and changing the owner of the account

If New Relic products have issues that go beyond the scope of Acquia’s support, Acquia will file a ticket with New Relic Support. Issues beyond Acquia’s scope will not be subject to Acquia’s Support SLA timeframes.

All tiers
Acquia Services PHP 7.4 Long Term Support (LTS) PHP 7.4 Acquia will provide security patching for PHP 7.4.
  • ACE
    • Starter
    • Basic
    • Business
    • Premium
    • Elite
    • Standard
    • Plus
  • ACP
Acquia Services PHP 7.4 Long Term Support (LTS - Gratis) PHP 7.4 Acquia will provide security patching for PHP 7.4.
  • ACE
    • Starter
    • Basic
    • Business
    • Premium
    • Elite
    • Standard
    • Plus
  • ACP
Acquia Application Services Node.js runtime 12.x and greater, based on the Node.js end-of-life schedule

Acquia will host Node.js applications on Cloud Platform, which is subject to the same Service Level Commitment as your subscription.

Support of the Node.js service includes the following:

  • Availability of the infrastructure required to run Node.js inclusive of memory, storage, computing power, and operating systems.
  • Support of Cloud Platform functionality and APIs.

Acquia does not provide code support or troubleshooting for Node.js application issues or related custom code. Acquia will partner with our customers to determine if there are problems with the Cloud Platform environment or the application layer, but Acquia is unable to assist with Node.js code-related issues.

Acquia won’t provide patching or update services for Node.js applications. Updates to Node.js applications and code are the responsibility of the customer.

All

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

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 or 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 or 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 address the issue directly if a solution can be provided within one hour or less of work; in these situations, Acquia may also submit a patch. The module maintainer controls if the patch is accepted and included in a subsequent release. If the maintainer chooses not to include it in a release, the Customer is solely responsible for the module’s maintenance and the merging of any security update changes. Support for modules not marked as recommended or are in a beta/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 website issues that are linked to custom code, and Acquia may identify particular aspects of custom code responsible for the reported issue. Occasionally, Acquia may provide a fix or fix approach, but it’s 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, but 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 all Drupal modules function as expected. Although Acquia may be able to assist with configuring the module to connect or operate with the third-party service, it’s the Customer’s responsibility to ensure the configuration is complete and functional. PaaS tier
Acquia Services Acquia Edge N/A

Acquia Edge consists of the following components:

  • Acquia Edge Performance
    • Acquia Edge CDN (powered by Akamai or Cloudflare)
  • Acquia Edge Security
    • Acquia Edge Web Application & API Protection (WAAP) (powered by Akamai or Cloudflare)
    • Edge Protect (powered by Cloudflare)
    • Acquia Edge Bot Management (powered by Akamai)

Acquia Support can provide configuration guidance on an advisory basis only. The Customer is solely responsible for ongoing management of their Edge Security and Performance implementation including, without exception, monitoring, creation, modification, and maintenance of configurations.

Acquia Support will not proactively monitor or modify Customer’s Edge Performance & Security configurations in response to traffic patterns. The Customer is solely responsible for making Edge configuration changes.

Acquia Support will provide troubleshooting assistance for contracted Acquia Edge Performance & Security products for covered domains hosted on Cloud Platform.

Edge Performance & Security support for non-hosted domains is limited to troubleshooting basic configuration as presented in the Edge user interface and incidents impacting the availability of the Edge service only. Incidents involving hosting performance, configuration, or best practices for non-hosted domains are outside of the scope of Support. Additional troubleshooting for non-hosted domains is the sole responsibility of the Customer.

Only general availability, paid subscription products are supported. Acquia Support does not provide support for freemium products or those in beta availability. Troubleshooting of freemium or beta products is the sole responsibility of the Customer.

Acquia does not require the use of any Cloudflare- or Akamai-related modules from Drupal.org in conjunction with Edge Performance & Security products. If the Customer chooses to use such a module, and during the course of troubleshooting a bug or issue is discovered in the contributed module, Acquia will do one or both of the following:

  • Submit an issue to the Drupal.org module issue queue on the Customer’s behalf, or
  • Recommend discontinuation of the module’s use.
  • PaaS tier
  • SaaS+ tier
  • SaaS tier
Acquia Services Git N/A We provide support on its use as it relates to Site Factory. We don’t 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 or later 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 Custom Solr configuration with Solr 7. PaaS tier
Acquia Services Code Studio Drupal 9.x and later 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. The CD feature in Code Studio is incompatible with Site Factory.
  • Starter
  • Basic
  • Business
  • Premium
  • Elite
Acquia Services Acquia Content Hub 2.x Drupal 9.x and later

The Customer’s subscription to Acquia Content Hub includes unlimited diagnosis support for Acquia Content Hub for the last two released minor versions for Drupal 9.x. The Customer can contact Acquia Support in accordance with stated urgency levels. Initial response times for Acquia Support requests vary on the urgency level and the Customer’s subscription tier.

  • Acquia ensures application availability and provides unlimited support for Content Syndication infrastructure issues which impact application availability or functionality as outlined in the documentation.
  • Acquia will address how-to’s and best-practices questions to assist customers in obtaining the most value from the system.
  • When using the Content Syndication API, support is limited to verifying network connectivity between Content Syndication and the connected application and to troubleshooting data flow issues through log analysis of Acquia applications. Acquia does not diagnose custom or third-party applications connected to Content Syndication.

The health or integrity of customer content is a customer responsibility apart from Acquia’s scope of service, which is limited to assuring the system can distribute content.

All tiers
Acquia Services New Relic All

Acquia Support will provide the following support for Acquia-owned New Relic subscriptions, assuming Acquia Support has access or is granted access by the customer:

  • Assist the customer in understanding the issues found using New Relic’s monitoring tools
  • Assist with issues claiming a New Relic account and changing the owner of the account

If New Relic products have issues that go beyond the scope of Acquia’s support, Acquia will file a ticket with New Relic Support. Issues beyond Acquia’s scope will not be subject to Acquia’s Support SLA timeframes.

All tiers
Acquia Services PHP 7.4 Long Term Support (LTS) PHP 7.4 Acquia will provide security patching for PHP 7.4. All tiers
Acquia Services PHP 7.4 Long Term Support (LTS - Gratis) PHP 7.4 Acquia will provide security patching for PHP 7.4. All tiers

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:

Example Ticket Urgency Acquia Response
CDE is slow Normal or High Acquia will investigate, per the entitlement level of the Customer’s Cloud Platform Enterprise subscription.
Cloud Platform CD feature isn’t performing as expected Normal or High Acquia will investigate, per the entitlement level of the Customer’s Cloud Platform Enterprise subscription.
CDE is unreachable or down Critical Acquia will investigate system availability as Critical issue, per the entitlement of the Customer’s Cloud Platform Enterprise subscription.
Cannot create new CDE Critical Acquia will investigate, per the entitlement level of the Customer’s Cloud Platform Enterprise subscription.

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:

Example Ticket Urgency Acquia Response
Code Studio jobs are running slowly. Normal Acquia will investigate based on the entitlement level of the Customer’s Cloud Platform Enterprise subscription.
Code Studio is not performing as expected. Normal Acquia will investigate based on the entitlement level of the Customer’s Cloud Platform Enterprise subscription.
Code Studio CLI commands are not working as expected. Normal Acquia will investigate based on the entitlement level of the Customer’s Cloud Platform Enterprise subscription.
I cannot log-in to Code Studio. Normal Acquia will investigate per the entitlement level of the Customer’s Cloud Platform Enterprise subscription.
Code Studio build, test jobs are failing repeatedly. Normal Acquia will investigate based on the entitlement level of the Customer’s Cloud Platform Enterprise subscription.
I cannot delete, or create new projects on Code Studio. Normal Acquia will investigate based on the entitlement level of the Customer’s Cloud Platform Enterprise subscription.
Code Studio deployments to production are failing. Critical Acquia will investigate based on the entitlement level of the Customer’s Cloud Platform Enterprise subscription.
Code Studio is unreachable or down. Critical Acquia will investigate per the entitlement level of the Customer’s Cloud Platform Enterprise subscription.

Cloud Actions

Note

This feature is available only on Cloud Next.

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:

Example Ticket Urgency Acquia Response
Cloud Actions are failing repeatedly. Normal Acquia will investigate, per the entitlement level of the Customer’s Cloud Platform Enterprise subscription.
Cloud Actions are causing my code deployments to take longer than expected. Normal Acquia will investigate, per the entitlement level of the Customer’s Cloud Platform Enterprise subscription.
Cloud Actions are taking over 30 minutes to complete. Normal Acquia will investigate, per the entitlement level of the Customer’s Cloud Platform Enterprise subscription.
Cloud Actions are unable to be selected within the Cloud Platform UI. Normal Acquia will investigate, per the entitlement level of the Customer’s Cloud Platform Enterprise subscription.
Cloud Actions are causing my deployments to fail. Critical Acquia will investigate as a Critical issue, per the entitlement of the Customer’s Cloud Platform Enterprise subscription.
Cloud Actions are failing and inhibiting the ability to release deployments to my Production environment. Critical Acquia will investigate as a Critical issue, per the entitlement of the Customer’s Cloud Platform Enterprise subscription.

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:

Example Ticket Urgency Acquia Response
The Acquia CLI commands take a long time to process. Normal Acquia will investigate based on the entitlement level of the Customer’s Cloud Platform Enterprise subscription.
The Acquia CLI commands are not functioning as advertised. Normal Acquia will investigate based on the entitlement level of the Customer’s Cloud Platform Enterprise subscription.
The Acquia CLI is not able to be downloaded or updated. High Acquia will investigate system availability as High issue based on the entitlement of the Customer’s Cloud Platform Enterprise subscription. This does not qualify for Critical urgency due to the optional nature of the CLI in the development cycle.
The Acquia CLI has performed an unexpected operation not matching the command or having unintended consequences on a Cloud Platform environment. Critical Acquia will investigate per the entitlement level of the Customer’s Cloud Platform Enterprise subscription.

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:

Example Ticket Urgency Acquia Response
Acquia Migrate Accelerate performs guided migrations for a limited set of modules. Normal Acquia continues to add support for additional contributed modules. However, some modules are not covered by the tool’s automations. We appreciate requests for specific modules so we can make the tool work better for more customers.
The Acquia Migrate Accelerate tool is not functioning as expected. Normal Acquia will investigate based on the entitlement level of the Customer’s Cloud Platform Enterprise subscription.
The Acquia Migrate Accelerate tool is slow. Normal Acquia will investigate based on the entitlement level of the Customer’s Cloud Platform Enterprise subscription.
Parts of the Acquia Migrate Accelerate interface are unreachable because of errors. High Acquia will investigate based on the entitlement level of the Customer’s Cloud Platform Enterprise subscription. This does not qualify for Critical urgency due to the optional nature of Acquia Migrate Accelerate in the development cycle.
Migrate Environment (CDE) is either unreachable or down. High Acquia will investigate the system availability issue based on the entitlement of the Customer’s Cloud Platform Enterprise subscription. This does not qualify for Critical urgency due to the optional nature of Acquia Migrate Accelerate in the development cycle.
Cannot create new Migrate Environment (CDE) High Acquia will investigate based on the entitlement level of the Customer’s Cloud Platform Enterprise subscription.

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:

Example Ticket Urgency Acquia Response
Acquia Cloud IDEs are slow Normal Acquia will investigate, per the entitlement level of the Customer’s Cloud Platform Enterprise subscription.
Acquia Cloud IDEs aren’t performing as expected Normal Acquia will investigate, per the entitlement level of the Customer’s Cloud Platform Enterprise subscription.
Acquia Cloud IDEs are unreachable or down Critical Acquia will investigate as a Critical issue, per the entitlement of the Customer’s Cloud Platform Enterprise subscription.
Can’t delete, or create new Acquia Cloud IDE Critical Acquia will investigate, per the entitlement level of the Customer’s Cloud Platform Enterprise subscription.

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:

Example Ticket Urgency Acquia Response
Request for status update on PHP 7.4 security or platform compatibility issue. Normal or High Acquia will investigate, per the entitlement level of the Customer’s Cloud Platform subscription.
My site is down or otherwise impacted by a PHP 7.4 security or platform compatibility issue. High Acquia will investigate, per the entitlement level of the Customer’s Cloud Platform subscription.

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

Cycle Attributes
Acquia Support

Applies to N and N-1 major Drupal versions. For Drupal 9.x and later, applies to N minor and N-1 minor versions within a major version (Drupal core follows Semantic Versioning).

  • Acquia provides comprehensive support coverage per subscription entitlement and support scope.
  • A full range of Remote Administration services are available.
  • Remote Administration not guaranteed to be compatible with N-2 minor versions for Drupal 9.x and later.
  • Remote Administration security updates are available only for the N and N-1 minor versions of Drupal 9.x and later.
Transition Support

Applies to N-2 major Drupal version. As of Drupal 9, also applies to the N-1 minor Drupal version.

  • Acquia continues to provide support of the N-2 major Drupal version and adds N-1 major Drupal version when Drupal 9 is released.
    • Acquia Docs and knowledge base articles will remain available.
    • Transition support will be available 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-1 and N-2 major Drupal version upon completion of Transition Support term and earlier versions.

  • Acquia Docs and knowledge base articles are available.
  • Acquia does not provide active support.

Supported software environments

Acquia-hosted environments

In all cases, applications hosted on Cloud Platform, Cloud Platform Enterprise, and Site Factory will run on supported software environments. Acquia 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’ll provide Customers with advance notice prior to upgrading our systems. For the current list of supported software and versions for Acquia-managed environments, see Cloud Platform 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. Acquia does not troubleshoot issues in locally-hosted development environments.

Drupal 7 extended support

Acquia Drupal 7 Extended Support program

Acquia’s Drupal 7 Extended Support program provides customers with an assurance that Drupal 7 core and the most commonly used Drupal 7 modules will receive available security updates and remain compatible with Acquia’s Drupal Cloud platform for three years past Drupal.org’s Drupal 7 end-of-life date, subject to certain limitations. The program begins in November 2023 and runs through November 2025.

The program is automatically extended to all Acquia customers at no charge for the duration of the program. All customers running a Drupal 7.x application on Cloud Platform, and who are entitled to application support as part of their subscription will continue to receive application support as long as Drupal 7.x is supported on the Cloud Platform.

Drupal 7 module coverage

After analyzing our platform and all customer codebases, Acquia has identified the top modules most commonly used by our customer base with Drupal 7.x applications. These modules consist of an extensive list totaling more than 1,500 Drupal 7.x modules. For these modules, we will provide ongoing updates (scope defined below) as part of our Drupal 7 extended support through 2025. A list of covered modules will be provided in mid-2023. The infrequently used modules not on the list of top modules are a customer responsibility to manage for compatibility with their application(s) and with any Acquia platform changes that may occur for the duration of the program.

Scope of Drupal 7.x extended support coverage

Acquia will provide ongoing extended support for Drupal 7.x through 2025. The scope of Drupal 7 platform compatibility will decrease slightly each year to reflect the increased risk and decreasing ability of Acquia to provide Drupal 7 compatibility with anticipated future secure versions of dependent technologies such as PHP. The following chart outlines the changes in the scope of Drupal 7 extended support through 2025 so you can plan for the future of your application with confidence.

Drupal 7 support extended coverage chart

Acquia reserves the right to amend or clarify the scope of this policy as needed in order to best communicate the extent of our support to Customers as well as define additional terms and support limits as they arise.

Platform maintenance and security upgrades

Scheduled maintenance

Regular platform maintenance and infrastructure improvements are scheduled in advance. Affected Customers 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. Acquia will proactively notify the Customer if maintenance will exceed a previously scheduled maintenance window or if maintenance needs to be postponed. Maintenance is scheduled from 11:00 PM (23:00) to 7:00 AM (07:00) local time for the following service regions–if you aren’t sure what service region your application is in, see Viewing infrastructure information:

  • Sydney (AP-Southeast-2)
  • Singapore (AP-Southeast-1)
  • Tokyo (AP-Northeast-1)
  • EU-Central (EU-Central-1 - Frankfurt)
  • EU-West (EU-West-1 - Dublin)
  • London
  • US-East (US-East-1)
  • US-West (US-West-2)
  • Canada (CA-Central-1)
  • São Paulo (SA-East-1)
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’s available. In these circumstances, maintenance windows begin immediately and continue until the emergency maintenance is completed. Customers are notified after 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

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.

Local environments

Troubleshooting issues in a local environment is out-of-scope for Acquia Support.

Some of the previously listed unsupported applications (such as Behat or Jenkins) offer SaaS implementations, or can be installed in your local environment and then integrated externally with your Acquia workflow environment. Acquia Support does not provide support for specific implementation and use of integrations. Acquia Support can, however, provide general guidance on using the Cloud Platform API. To implement specific integrations, you can schedule a Professional Services engagement.

Note

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 team prior to launching your website or deploying updated code.

Decoupled Drupal

Acquia Support does not provide code review services or assist with diagnosis for node.js or decoupled Drupal applications, but those are available from Acquia Professional Services. Acquia only supports the infrastructure and Cloud interface.

You can use one of the following ways to decouple Drupal:

  • Progressively decoupled Drupal consists of interpolating a JavaScript framework into the Drupal front-end without leveraging server-side rendering through Node.js.
  • Fully decoupled Drupal involves a complete separation of concerns between the structure and presentation of content, so that front-end developers have more control and freedom. This approach results in a loss of some out-of-the-box Content Management System (CMS) functionality such as in-place editing or content preview.

Troubleshooting non-Drupal front-end applications, whether hosted on the Cloud Platform environment or not, is currently out of scope if not explicitly covered under an Acquia Support contract. Customers are responsible for the proper functioning, performance, diagnosis, and repair of non-Drupal front-end applications in a decoupled configuration.

Content Delivery Networks

Acquia Support can review general best practices for usage of Content Delivery Networks (CDNs) within Cloud Platform and discuss Varnish® caching and other website performance aspects on a general level. Website-specific performance evaluations, determination of requirements, or configuration reviews are beyond the scope of Acquia Support. Acquia fully supports the Cloud Platform CDN and Acquia Edge solutions, 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 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 or website launch.

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 website’s production environment, or in the current production environment if the website isn’t yet launched. Acquia provides access to dedicated load balancers specifically for load testing purposes by prior arrangement. Customers can’t use shared hardware for load testing as this will negatively impact production websites 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 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.

Modification of the Varnish Configuration Language (VCL) Configuration

Cloud Platform provides a universal and optimized Varnish Configuration Language (VCL) configuration which can’t 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’s 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’s 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.

Use of shared resources

Note

Cloud Platform Professional customers experiencing a significantly high traffic event will be contacted by Support and asked to divert traffic away from their site to prevent an outage for other customers sharing their infrastructure.

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:

Drupal Cloud Marketing Cloud
Security best practices Advice on business use cases around additional new customer data sources
Module selection advice Advice and best practices on report/report building that would provide insight into their business
Migration best practices Advice on how to use CDP Data Integrations functionality to create output connectors
Performance best practices  
Architecture best practices  
Module development best practices  

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:

Ticket Type Description Ticket Allowance
Drupal Application Support Diagnostic support of the Customer’s Drupal applications Tickets are unlimited.
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 Personalization, Acquia Search. 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, website 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.

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.

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’re 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 isn’t 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 submitted as Critical copy the Acquia Support Leadership team, which helps ensure that these situations receive immediate management attention.

Customer resources

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

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:

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.

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 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

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.

Marketing Cloud

Contacting Acquia Support

Hours of operation

Standard hours of operation for Acquia Support are as follows:

Region Hours
Americas 8:00 AM to 8:00 PM Eastern Time (ET)
Monday through Friday
Europe and Africa 8:00 AM to 6:00 PM Central European Time (CET)
Monday through Friday
Asia-Pacific and Japan 8:00 AM to 6:00 PM Australian Eastern Time (AET)
Monday through Friday

Note

  • There may only be one designated Support Region per Customer Application.
  • The default Support Region is determined by the customer address in the applicable master service agreement. An alternate Support Region may be configured during implementation for customers entitled to or purchasing implementation services. Customers may request a change in Support Region via Acquia Support. Changes subject to Acquia approval.
  • Coverage for regional holidays is limited to Critical issues only.

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.

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 can’t 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.

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.

Note

Automated ticket submissions generated by internal or external infrastructure or website monitoring applications are not permitted. Acquia does not accept new support requests through acquia.com email addresses, and only supports updates to tickets submitted online through this channel. Receipt of excessive automated email to any acquia.com address will result in the sender’s address being blocked.

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.
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 using the online ticket system to confirm details and begin diagnosis.
  • Issues not submitted to Acquia either through the online ticket portal 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

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.

Scope of Support services

Overview of Acquia subscriptions

  Customer Data Platform Basic Campaign Studio Personalization**
Critical urgency timeframe 2 hours 2 hours 2 hours
High urgency timeframe 8 hours* 8 hours* 8 hours*
Medium urgency timeframe 2 business days* 2 business days* 2 business days*
Low urgency timeframe 4 business days* 4 business days* 4 business days*

* 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.

Application Component Versions Supported Support Scope Subscription Information
Acquia Services Campaign Studio NA

Acquia Support will provide the following support to these Campaign Studio components:

  • Campaigns: Diagnose problems with the campaign builder and scheduling events.
  • Channels: Diagnose problems with email themes, but may not be able to assist with troubleshooting or fixing email client issues. Acquia Support does not create new themes or add to existing themes.
  • Components: Diagnose problems with assets, dynamic web content, forms, and landing pages
  • Campaign management: Diagnose problems with contacts, segments, and contact lists
NA
Acquia Services Campaign Factory NA Acquia Support will diagnose problems with Campaign Factory accounts, instances, and branding. NA
Acquia Services Customer Data Platform V6

Acquia Support will provide the following support to Customer Data Platform:

  • Acquia Support will answer questions about and diagnose problems with Campaigns, Connectors, Customer 360 Profiles, Data Export, Metrics, Data Quality and Identity Resolution, and Interactive Queries.
  • Acquia Support will assist the Customer with access requests such as adding and removing users from the Customer Data Platform. Acquia will need a minimum of 2 business days to add users to the platform. Acquia will also troubleshoot access issues such as disabled users and password lockouts.

Acquia Support will diagnose problems with data refresh times, record checkers, and web tag issues if identified through internal monitoring.

Acquia does not assist with business consultation or marketing best practices. Acquia Support does not add or modify customer-specific business logic. Those services are available from Acquia Professional services.

NA
Acquia Services Acquia Personalization Classic Drupal 7.x Acquia Support will diagnose problems with the Acquia Personalization module, the Acquia Personalization administrative interface, or customer-created personalizations. Acquia Support won’t be responsible for troubleshooting code-level integrations between Acquia Personalization and Drupal. Acquia Support can discuss configuring campaigns or understanding Acquia Personalization reports as part of advisory hours.
  • Acquia Personalization
  • Acquia Personalization Premium
Acquia Services Acquia Personalization Drupal 7.x, Drupal 9.x or later

Acquia Support will provide the following support to these Acquia Personalization components:

  • Profile Manager: Diagnose problems with the Acquia Personalization Web Administrative interface.
  • Experience Builder: Diagnose problems with the Acquia Personalization module, Experience Builder UX, and associated customer-created rules and segments. Acquia Support can diagnose issues with JavaScript directly related to Personalization integrations, but does not create or edit code directly.
  • Content Hub:
    • Acquia ensures application availability and provides unlimited support for Content Syndication infrastructure issues which impact application availability or functionality as outlined in the documentation.
    • Acquia provides Content Syndication application support when connected to Drupal using Acquia-provided connector modules. Application support means Acquia will assist with diagnosis and repair of standard application functions including configuration, syndication of content between Content Hub-connected Drupal sites, and server resource troubleshooting during syndication.
    • Acquia will address how-to’s and best practices questions to assist customers in obtaining the most value from the system.
    • When using the Content Syndication API, support is limited to verifying network connectivity between Content Syndication Content Syndication and the connected application and to troubleshooting data flow issues through log analysis of Acquia applications. Acquia does not diagnose custom or third-party applications connected to Content Syndication.
    • The health or integrity of customer content is a customer responsibility apart from Acquia’s scope of service, which is limited to assuring the system can distribute content. Content Syndication includes a configurable email notification of stale content per website for customer awareness.

Acquia Support won’t be responsible for troubleshooting code-level integrations between Acquia Personalization and Drupal. Acquia Support can discuss configuring campaigns or understanding Acquia Personalization reports as part of advisory hours.

  • Acquia Personalization - Premium
  • Acquia Personalization Starter - Premium

Acquia DAM

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/.

AWS redundancy and durability

All data is redundantly stored in Amazon S3 on multiple devices across multiple facilities in an Amazon S3 Region. To help ensure durability, Amazon S3 synchronously stores data across multiple facilities and maintains that durability by detecting and repairing any lost redundancy. Designed to sustain the concurrent loss of data in two geographically separate facilities, Amazon S3 also regularly verifies the integrity of data stored. If corruption is detected, it is repaired using redundant data. More detailed information is available at http://aws.amazon.com/s3/.

Further, all data is backed up in a completely separate Amazon S3 Region, and redundantly stored in Amazon Glacier on multiple devices across multiple facilities and maintains that durability by detecting and repairing any lost redundancy. Designed to sustain the concurrent loss of data in two geographically separate facilities, Amazon Glacier also regularly verifies the integrity of data stored. If corruption is detected, it is repaired using redundant data. More detailed information is available at https://aws.amazon.com/glacier/.

Security upgrades

Security upgrades will occur as new security methods are introduced. The Acquia security management team investigates and improves security as needed. Customer administrators will be notified in advance regarding any anticipated downtime due to security upgrades.

Power supply

In the event of a power outage, Acquia generates its own electricity to ensure that all Acquia headquarters systems stay active until power is restored.

New feature upgrades

Concentrating on continuing development for system improvement, Acquia releases new included features on an ongoing basis to enhance existing functionality. New features are available for Implementation into existing systems during the release cycles. Some new features are proactively developed based on market research and may be offered to all Customers at an additional charge. For clarity, new features which are offered to Customers at an additional charge are optional for Customers.

Release schedule

Acquia will issue updates to Customer’s Site with additional features and improvements on a two-week release cycle, with release notes available within the knowledge base https://community.widen.com/collective. Customer administrators will receive advance notification of upcoming releases.

Interface upgrades

Acquia’s revisions to design elements of system appearance and functionality occur on an as-needed basis for ease of use. Acquia may change the interface at any time to accommodate ongoing changes in technology and User demand. Any such changes shall be communicated to Customer’s administrator(s) and support shall be provided free of charge in the event of questions.

Recovery objectives

Recovery time objective (“RTO”) and recovery point objective (“RPO”) are four (4) hours and one (1) hour, respectively. RTO is the targeted duration of time within which the Services must be restored after a disaster (or disruption) within the AWS infrastructure. RPO is the age of files that must be recovered from backup storage for normal operations to be restored after a disaster (or disruption) within the AWS infrastructure.