Revision date: May 31, 2023.
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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.
Important
To receive assistance from Support, you must have an active Acquia account and ensure that the account is associated with an Acquia organization.
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
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.
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. |
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:
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.
Acquia’s on-call support team member will take the following actions:
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.
Support for all non-Critical issues is available during Acquia business hours within a Customer Application’s designated Support Region:
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:
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
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.
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
Service | Description |
---|---|
Elite |
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Enterprise |
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Pro Plus |
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Professional |
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Cloud Platform Enterprise |
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Cloud Platform Professional |
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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). |
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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. |
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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. |
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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. |
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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. |
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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. |
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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. |
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Acquia Services | Acquia Edge | N/A | Acquia Edge consists of the following components:
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:
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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. |
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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. |
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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:
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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.
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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 :
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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.
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:
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:
Contact Customer Support within the application or Widen Connect. Acquia Drupal Cloud and Marketing Cloud teams:
Partners:
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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. |
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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. |
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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. |
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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. |
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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. |
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Acquia Services | Acquia Personalization | Drupal 7.x, 9.x and later | Acquia Support will provide the following support to these Acquia Personalization components:
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. |
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Acquia Services | Acquia Personalization | Drupal 7.x, 9.x and later | Acquia Support will provide the following support to these Acquia Personalization components:
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. |
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Acquia Services | Cloud Platform CD | Drupal 7.x, 9.x and later | Cloud Platform CD has two components:
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. |
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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:
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. |
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Acquia Services | PHP 7.4 Long Term Support (LTS - Gratis) | PHP 7.4 | Acquia will provide security patching for PHP 7.4. |
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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:
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.
Application | Component | Versions Supported | Support Scope | Subscription Information |
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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. |
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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 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:
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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. |
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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.
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:
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 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 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:
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. |
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:
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 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 consists of two components:
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 integrated development environments (IDEs) have two components:
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. |
Acquia Support is responsible only for ensuring logs are being sent to the destination service, and can’t assist with the following issues:
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’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:
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. |
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.
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).
|
Transition Support | Applies to N-2 major Drupal version. As of Drupal 9, also applies to the N-1 minor Drupal version.
|
End-of-Life | N-1 and N-2 major Drupal version upon completion of Transition Support term and earlier versions.
|
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.
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.
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.
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.
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.
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.
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:
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.
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.
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.
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.
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:
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.
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.
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:
The following applications are not supported and can’t be installed on Cloud Platform:
For a list of applications and programming languages that are supported by Cloud Platform, see Cloud Platform technology platform and supported software.
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.
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:
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.
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.
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.
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.
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.
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.
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.
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:
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.
Application support tickets apply to:
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.
Acquia monitors traffic and capacity for Cloud Platform Enterprise subscriptions. If Acquia detects that your website has gone down or is in imminent danger of going down for any reason (such as a significant increase in web traffic or poor performing code), Acquia will add additional cloud capacity to your website. For applications running on Cloud Classic infrastructure, Acquia will contact you about upsizing your infrastructure, but won’t wait for your prior approval. Customers will be responsible for any additional costs for the additional hardware, and any upsizing will remain in effect for a minimum of one week.
For applications running on the Cloud Next infrastructure, Cloud Platform capacity will increase as needed to ensure any activity in excess of typical patterns will not impact application performance or availability. Dynamic auto-scaling of environment capacity may be temporarily or permanently halted by Acquia if utilization so greatly exceeds expectations that a manual review by Acquia on-call personnel is required to validate activity and intervene in the event the surge in utilization is caused by unintentional application behaviors or some form of attack. Once this audit is complete, Acquia personnel may increase the auto-scaling limit on the affected environment to ensure additional capacity can continue to be allocated automatically as needed.
Customers on Cloud Next infrastructure may be contacted by Acquia to request a temporary or permanent increase in customer’s subscription tier if dynamically allocated additional capacity exceeds published Resource Limits guidelines for longer than three hours, or in a recurring fashion over the course of two or more weeks. If this pattern continues without a corresponding increase in subscription tier, Customer will be responsible for overage fees starting from the date of initial notification based on then-current applicable rates.
Acquia does not manage server capacity for Cloud Platform Professional subscriptions. Cloud Platform Professional is a self-service platform, and customers are responsible for monitoring their server capacity and resizing as needed. For more information, see Managing Cloud Platform infrastructure.
Acquia 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:
All cases submitted as Critical copy the Acquia Support Leadership team, which helps ensure that these situations receive immediate management attention.
Your Acquia subscription entitles you to access our enhanced support resources.
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:
The Support Portal is the launch pad for you to submit issues to Acquia Support. To access the portal, visit Acquia help Center.
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.
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.
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
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.
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. |
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:
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.
Support for all non-Critical issues is available during Acquia business hours within a Customer Application’s designated Support Region:
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:
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.
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:
|
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 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 Services | Acquia Personalization | Drupal 7.x, Drupal 9.x or later | Acquia Support will provide the following support to these Acquia Personalization components:
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 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.
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/.
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 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.
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.
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.
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.
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 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.