The following applications are not supported by Acquia. This list is not 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 will not 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:
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
The following applications are not supported and cannot be installed on Cloud Platform:
Custom daemons or services, such as Jabber or Microsoft Exchange
Hudson / Jenkins
Perl/Python/Ruby scripts that require additional libraries
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.
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:
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.
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 is not yet launched. Acquia provides access to dedicated load balancers specifically for load testing purposes by prior arrangement. Customers cannot use shared hardware for load testing as this will negatively impact production websites for other customers. Contact Acquia Support to request access to a dedicated load balancer for testing purposes.