Service Offerings

Service Level Agreement (SLA)

Cloud Enterprise subscriptions

 StandardPlusPremiumElite
Critical urgency timeframe1 hour1 hour1 hour30 minutes
Critical response time24x724x724x724x7
High urgency timeframe8 hours*4 hours*2 hours*1 hour*
Medium urgency timeframe24 hours*24 hours*24 hours*24 hours*
Low urgency timeframe24 hours*24 hours*24 hours*24 hours*
Acquia Support4 support contacts4 support contacts10 support contactsUnlimited support contacts
Remote Administration**StandardStandardStandardStandard
Advisory Hours per year**261216

* 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

Cloud Professional subscriptions

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.

This table also includes Acquia Cloud Enterprise legacy subscriptions.

 StarterBasicBusinessPremium
Critical urgency timeframe2 hours1 hour1 hour1 hour
High urgency timeframe8 hours*4 hours*3 hours*2 hours*
Medium urgency timeframe1 business day*1 business day*6 hours*4 hours*
Low urgency timeframe2 business days*2 business days*1 business day*1 business day*
Acquia SupportUnlimitedUnlimitedUnlimitedUnlimited
Remote Administration**Add-On: Standard onlyStandardStandardStandard
Advisory Hours per year**02612
Bandwidth per month (Cloud Platform Enterprise)**125 GB500 GB1 TB2 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

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

Gratis subscriptions provided to the Drupal community are not 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.

Site Factory subscriptions

 StandardElite
Critical urgency timeframe1 hour30 minutes
Critical response time24x724x7
High urgency timeframe2 hours*1 hour*
Medium urgency timeframe4 hours*2 hours*
Low urgency timeframe24 hours*24 hours*
Remote Administration**StandardStandard

* 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.

Legacy Acquia subscriptions

ServiceDescription
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

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