Information for: DEVELOPERS   PARTNERS   SUPPORT

Service Level Agreement (SLA)

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

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 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

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.

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

53 State Street, 10th Floor
Boston, MA 02109
United States
Phone: 888-922-7842